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Telecom Support Lead L3 Avaya and Voice Network Exp

We are seeking a highly experienced Telecom Support Lead (L3) with deep expertise in enterprise voice network platforms, including extensive hands-on experience with VoIP technologies and Avaya systems. This role is responsible for managing advanced telecom operations, leading critical escalations, and ensuring optimal performance of the enterprise voice infrastructure. The position is onsite and requires strong technical leadership and the ability to deliver service excellence in high-pressure environments.

Key Responsibilities

1. Advanced Telecom Operations & Escalations

Serve as the final L3 escalation point for telecom incidents including SIP failures, PRI issues, MPLS/SD-WAN outages, QoS degradation, and PSTN connectivity failures.

Troubleshoot complex issues involving call routing, SBCs, voice gateways, QoS policies, jitter/latency anomalies, and WAN circuit performance.

Perform deep-dive analysis using CDRs, SIP logs, traces, and provider diagnostics.

2. Telecom Infrastructure Management

Manage and optimize enterprise telecom infrastructure:

SIP Trunks / SBCs

PRI/ISDN/E1 links

MPLS, SD-WAN, DIA circuits

VoIP gateways and UC platforms, Avaya, Teams, Direct Routing,)

Oversee number management, DID allocation, and porting processes.

Basic concept of color codes and MDF/IDF wiring.

Day to day troubleshooting.

Familiarity with Nortel Bix block, 66 block and110 block punch down.

RightFax server knowledge over SIP platform.

Ability to lift > 50 lbs.

3. Vendor & Service Provider Management

Interface with carriers and vendors for escalations, SLA disputes, and service improvements.

Coordinate with ISPs for link testing, latency checks, and circuit commissioning/upgrades.

Ensure vendors meet contractual SLAs and provide timely RCA reports.

4. Capacity Planning & Performance Optimization

Conduct capacity assessments for SIP channels, PRI utilization, WAN bandwidth, and QoS policies.

Analyze traffic patterns and call flows to prevent congestion and optimize routing.

Recommend upgrades and optimizations based on performance trends.

5. Change Management & Project Execution

Lead telecom-related changes: circuit migrations, SIP trunk onboarding, SBC/gateway configurations, dial plan modifications, and UC integrations.

Validate and approve telecom RFCs, risk assessments, and rollback plans.

6. Governance, Compliance & Security

Enforce telecom standards for dial plans, QoS, and SBC security.

Ensure compliance with regulatory requirements (FCC, E911, TRAI).

Implement security measures for fraud detection, toll-bypass prevention, and SIP hardening.

7. Documentation & Lifecycle Management

Maintain detailed documentation: topology diagrams, circuit inventory, vendor lists, dial plans, and SOPs.

Track contract renewals, service expiries, and cost optimization opportunities.

Manage telecom asset lifecycle and end-of-life planning.

8. Mentorship & Leadership

Guide L1/L2 teams in troubleshooting and best practices.

Develop knowledge base articles, training materials, and SOPs.

Participate in roadmap discussions and recommend technology evolution.

Required Technical Skills

Expertise in telecom technologies: SIP, RTP, PRI, ISDN, PSTN, DID, SS7.

Hands-on experience with:

Voice gateways (Avaya, AudioCodes, Ribbon,)

SBC platforms

UC systems (Avaya, Teams Direct Routing)

Strong understanding of WAN technologies: MPLS, SD-WAN, VPN, DIA, QoS.

Ability to analyze SIP traces, CDR logs, and signaling flows.

Knowledge of telecom billing, usage analysis, and cost management.

Network fundamentals related to voice (VLANs, QoS, DSCP, NAT traversal).

Experience & Certifications

Experience: 10–12+ years in telecom operations or voice engineering, with 3–4 years in L3 or senior escalation roles.

Preferred Certifications:

Avaya/Teams UC certifications

IX Messaging

Ribbon/Audiocodes SBC certifications

ITIL v4 Foundation

Telecom compliance/auditing certifications (optional)

Behavioral Competencies

Strong ownership and analytical thinking.

Excellent communication and ability to lead high-severity bridges.

Vendor negotiation and SLA management skills.

Proactive, detail-oriented, and calm under pressure.

Ability to mentor junior engineers and drive service excellence.

What Makes HTC A Great Place To Build Your Future

HTC Global Services wants you to join our team. Come build new things with us and advance your career. At HTC Global, you’ll collaborate with experts, work alongside clients, and be part of high-performing teams driving success together. You’ll have long-term opportunities to grow your career and develop skills in the latest emerging technologies.

At HTC Global Services, our employees have access to a comprehensive benefits package. Benefits can include Group Health (Medical, Dental, and Vision), Paid Time Off, Paid Holidays, 401(k) matching, Group Life and Disability insurance, Professional Development opportunities, Wellness programs, and a variety of other perks.

Our success as a company is built on inclusion and diversity. HTC Global Services is committed to providing a workplace free from discrimination and harassment, where every employee is treated with dignity and respect. We celebrate differences and believe that diverse cultures, perspectives, and skills drive innovation and success. HTC is an Equal Opportunity Employer and a proud National Minority Supplier. We seek to empower each individual, fostering an environment where everyone feels valued, included, and respected.

For information on the compensation range for the job and an overview on benefits that HTC Global Services offers please email [email protected]. The salary, other compensation and benefits information shared by HTC would be accurate as of the date of sharing the information. The disclosed range would consider factors not limited to, geographic location, educational qualification, relevant experience, certifications, skills, suitability/fit for the role, and business or organizational needs. HTC Global services reserves the right to modify the ranges at any time, subject to applicable law.

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