Senior Specialist, Network Technology

Responsibilities

• Ensure the reliability and continuous operation of AT&T’s Optical, IP Core, Mobility, and advanced communication technologies through 24x7 technical support, fault and lifecycle management, and comprehensive understanding of end-to-end services.
• Support BVOIP Services Center objectives by delivering high-quality operational support for enterprise VoIP and voice network services.
• Monitor, troubleshoot, and restore VoIP services, including issues involving SIP trunks, VoIP gateways, call routing, registration, signaling, call quality, and service availability.
• Serve as the customer interface for voice trouble reports, ensuring issues are accurately captured, prioritized, documented, and routed to the appropriate support teams or carriers.
• Analyze service-impacting voice events using available monitoring tools, ticketing systems, technical documentation, and lab resources.
• Collaborate with internal voice engineering, data networking, vendor, carrier, and customer teams to isolate root cause and drive timely resolution.
• Provide clear and timely communication to customers and stakeholders regarding outage status, troubleshooting progress, escalation activity, and resolution details.
• Track, prioritize, and manage VoIP-related trouble tickets, including inter-shift turnover, escalation, follow-up, and closure activities.
• Document call‑flow analysis, troubleshooting steps, customer communications, technical findings, and final resolution details in the designated trouble‑ticketing application.
• Escalate or hand off complex incidents to the appropriate support group when additional expertise, vendor engagement, or carrier coordination is required.
• Maintain a strong focus on customer experience, operational discipline, and timely service restoration in a 24x7 support environment.

• Hands‑on experience supporting VoIP, BVOIP, SIP trunking, VoIP gateways, call routing, and enterprise voice services.
• Working knowledge of voice protocols and signaling, including SIP, H.323, MGCP, RTP, TCP/IP, UDP, ICMP, SNMP, and related network protocols.
• Experience troubleshooting call setup, call completion, registration, audio quality, latency, packet loss, jitter, one‑way audio, and service availability issues.
• Experience with Cisco Unified Communications systems, VoIP gateways, unified messaging, routers, switches, WAN, LAN, and Edgewater platforms.
• Intermediate knowledge of IP addressing, subnetting, routing, gateways, and internetworking concepts that support voice service delivery.
• Ability to analyze complex technical issues, isolate root cause, and coordinate timely restoration across internal teams, vendors, customers, and carriers.
• Experience using network monitoring tools and ticketing systems such as SMARTS, Prognosis, and IRIS.
• Strong customer service skills with the ability to communicate clearly, professionally, and effectively under pressure.
• Self‑directed and adaptable, with the ability to learn quickly, manage multiple priorities, follow procedures, and work effectively in a team‑oriented environment.
• Working knowledge of AT&T network environments, customer networks, LAN/WAN infrastructure, and the relationship between data network performance and voice service quality.
• Relevant technical certifications such as CCNA, CCNP, CCVP, or other voice, collaboration, or networking certifications.
• Minimum of two years of college coursework, equivalent post‑high‑school education, or comparable professional experience.
• Previous experience in VoIP support, voice network operations, BVOIP services, unified communications, technical support, or related network operations environments.
• Experience supporting voice or network services in a 24x7 operational environment is preferred.

Demonstrates expertise in VoIP support, including troubleshooting and managing voice network services, with a strong focus on customer experience and operational discipline in a 24x7 environment. Proficient in analyzing technical issues and coordinating timely resolutions across various teams and platforms.