HTC Global Services · 3 hours ago
Telecom/ Network L3
Brooklyn, NY
Full-time
Onsite
Senior Level, Lead/Staff
10+ years expHTC Global Services is seeking a Telecom/Network L3 professional to manage and optimize enterprise telecom infrastructure. The role involves troubleshooting complex telecom issues, overseeing vendor management, conducting capacity planning, and leading telecom-related change activities.
Information TechnologyInsuranceSoftware
Responsibilities
Act as the final L3 escalation point for all telecom-related incidents including SIP failures, PRI issues, MPLS/SD-WAN outages, QoS degradation, and PSTN connectivity failures
Troubleshoot complex issues involving call routing, voice gateway configurations, SBCs, QoS policies, jitter/latency anomalies, and WAN circuit performance
Perform deep-dive analysis using CDRs, traces, SIP logs, and provider diagnostics
Manage and optimize enterprise telecom infrastructure including: SIP Trunks / SBCs, PRI/ISDN/E1 links, MPLS, SD-WAN, and DIA circuits, VoIP infrastructure and gateways, UC platforms (CUCM, Teams Direct Routing, Avaya, etc.)
Oversee number management, DID allocation, and porting processes
Interface with carriers & telco vendors for escalations, fault resolution, SLA disputes, and service improvements
Coordinate with ISPs for link testing, latency checks, and circuit commissioning/upgrades
Ensure vendors adhere to contractual SLAs and provide timely RCA reports
Conduct telecom capacity assessments for SIP channels, PRI utilization, WAN bandwidth, and QoS policies
Analyze traffic patterns, CDRs, and call flows to prevent congestion and ensure optimal routing
Recommend upgrades, restructuring, or optimizations based on performance trends
Lead telecom-related change activities including: Circuit migrations and upgrades, SIP trunk onboarding, SBC/Voice gateway configuration changes, Dial plan modifications and UC integrations
Validate and approve telecom RFCs, risk assessments, and rollback procedures
Enforce telecom standards including dial-plan governance, numbering formats, QoS configurations, and SBC security policies
Ensure compliance with regulatory requirements (TRAI, FCC, E911, emergency calling)
Implement and maintain telecom security standards such as fraud detection, toll-bypass prevention, and SIP security hardening
Maintain detailed documentation including telecom topology diagrams, circuit inventory, vendor lists, dial plan documentation, and SOPs
Track contract renewals, service expiries, and cost optimization opportunities
Manage telecom asset lifecycle including capacity thresholds and end-of-life planning
Guide L1/L2 telecom/voice/network teams in troubleshooting, RCA, and telecom best practices
Develop knowledge base articles, training documents, and operational SOPs
Participate in roadmap discussions and provide recommendations for technology evolution
Qualification
Required
Advanced Telecom Operations & Escalations
Act as the final L3 escalation point for all telecom-related incidents including SIP failures, PRI issues, MPLS/SD-WAN outages, QoS degradation, and PSTN connectivity failures
Troubleshoot complex issues involving call routing, voice gateway configurations, SBCs, QoS policies, jitter/latency anomalies, and WAN circuit performance
Perform deep-dive analysis using CDRs, traces, SIP logs, and provider diagnostics
Manage and optimize enterprise telecom infrastructure including SIP Trunks / SBCs, PRI/ISDN/E1 links, MPLS, SD-WAN, and DIA circuits, VoIP infrastructure and gateways, UC platforms (CUCM, Teams Direct Routing, Avaya, etc.)
Oversee number management, DID allocation, and porting processes
Interface with carriers & telco vendors for escalations, fault resolution, SLA disputes, and service improvements
Coordinate with ISPs for link testing, latency checks, and circuit commissioning/upgrades
Ensure vendors adhere to contractual SLAs and provide timely RCA reports
Conduct telecom capacity assessments for SIP channels, PRI utilization, WAN bandwidth, and QoS policies
Analyze traffic patterns, CDRs, and call flows to prevent congestion and ensure optimal routing
Recommend upgrades, restructuring, or optimizations based on performance trends
Lead telecom-related change activities including circuit migrations and upgrades, SIP trunk onboarding, SBC/Voice gateway configuration changes, dial plan modifications and UC integrations
Validate and approve telecom RFCs, risk assessments, and rollback procedures
Enforce telecom standards including dial-plan governance, numbering formats, QoS configurations, and SBC security policies
Ensure compliance with regulatory requirements (TRAI, FCC, E911, emergency calling)
Implement and maintain telecom security standards such as fraud detection, toll-bypass prevention, and SIP security hardening
Maintain detailed documentation including telecom topology diagrams, circuit inventory, vendor lists, dial plan documentation, and SOPs
Track contract renewals, service expiries, and cost optimization opportunities
Manage telecom asset lifecycle including capacity thresholds and end-of-life planning
Guide L1/L2 telecom/voice/network teams in troubleshooting, RCA, and telecom best practices
Develop knowledge base articles, training documents, and operational SOPs
Participate in roadmap discussions and provide recommendations for technology evolution
Strong expertise in telecom technologies such as SIP, RTP, PRI, ISDN, PSTN, DID, QSIG, SS7
Hands-on experience with voice gateways (Cisco, AudioCodes, Ribbon, Avaya)
Hands-on experience with SBC platforms
Hands-on experience with CUCM, Avaya, Teams Direct Routing or similar UC systems
Strong understanding of WAN technologies: MPLS, SD-WAN, VPN, DIA, QoS, CoS classifications
Ability to read and analyze SIP traces, CDR logs, ladder diagrams, and signaling flows
Strong fault isolation skills for voice quality issues (jitter, packet loss, latency)
Familiarity with telecom billing, usage analysis, and cost management
Knowledge of network fundamentals related to voice (VLANs, QoS, DSCP, NAT traversal)
Experience: 10–12+ years in telecom operations, voice engineering, or unified communications support, with at least 3–4 years in L3 or senior escalation roles
Preferred
Cisco CCNP Collaboration (or equivalent)
Ribbon/Audiocodes SBC certifications
Avaya/Teams UC certifications
ITIL v4 Foundation
Any telecom auditing/FCC/TRA compliance certification (optional)
Strong ownership, analytical thinking, and problem-solving aptitude
Excellent communication with the ability to lead high-severity bridges
Strong vendor negotiation and SLA management skills
Proactive, detail-oriented, and able to work in high-pressure environments
Able to mentor junior engineers and drive service excellence
Benefits
Group Health (Medical, Dental, and Vision)
Paid Time Off
Paid Holidays
401(k) matching
Group Life and Disability insurance
Professional Development opportunities
Wellness programs
A variety of other perks
Company
HTC Global Services
HTC Global Services Inc., is a global provider of Information Technology and Business Process Services and Solutions.
10001+ employees
H1B Sponsorship
HTC Global Services has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (361)
2024 (367)
2023 (440)
2022 (314)
2021 (227)
2020 (438)
Funding
Current Stage
Late StageTotal Funding
$1.2MKey Investors
Michigan Economic Development Corporation
2024-12-10Grant· $1.2M
Leadership Team
Gunasekaran Nadar
CHIEF FINANCIAL OFFICER
Girish Arora
Vice President, Financial Services and Insurance
Recent News
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