Specialist Service Analyst - MS Teams Voice

Telephony Expert / SoftPhony Architect Telephony Tech Lead – SoftPhony / Workplace & Collaboration Positioning within the Organization Reporting line: IT Production – Run / Workplace / Infrastructure Scope: Enterprise Telephony & SoftPhony – Global Workplace environments Job location: Offshore – India (fully integrated within the global Workplace organization) Key interfaces: • L1 / L2 Support (Onshore & Offshore) • L3 Workplace / Infrastructure / Security teams • IT Projects / Build / Transformation teams • Change, Release & CAB • Telephony vendors and partners • AYVENS / Société Générale environments Role Context The role requires strong, hands-on expertise in enterprise-grade Telephony and SoftPhony architectures, beyond basic administration. The expert is expected to master end-to-end voice services, from infrastructure to user experience, in a large-scale, international Workplace environment. Key Responsibilities 1. Enterprise Telephony Architecture • Strong understanding of end-to-end Enterprise Voice architectures • Ability to analyze and design call flows across: o PSTN providers o SBCs o SoftPhony platforms o Microsoft Teams • Clear understanding of dependencies with: o Network o Identity o Security o Client environments 2. SIP & SBC Expertise • Solid expertise in SIP protocol, call signaling, and RTP media flows • Ability to: o Configure and maintain Session Border Controllers (SBC) o Troubleshoot complex signaling and media issues o Manage high-availability and resilient designs • Strong awareness of security topics: o TLS / SRTP o Certificates EN o SBC hardening principles 3. Microsoft Teams Phone – Advanced Level • Expert-level knowledge of Microsoft Teams Telephony • Experience with: o Teams Phone direct routing o Integration with SBCs and third-party telephony platforms o Voice routing, policies, number management • Understanding of hybrid and international telephony scenarios 4. SoftPhony & Contact Center Platforms • Strong experience integrating SoftPhony / Contact Center platforms such as: o Genesys o Odigo o NTT o Cisco o AWS Connect • Understanding of: o Call queues o IVR o Agent routing models o High availability and service continuity 5. Run, Troubleshooting & Production Support • Ability to operate as N3 production expert • Advanced troubleshooting skills: o Audio quality issues o Call drops o One-way audio o Registration and routing failures • Ability to analyze logs, traces, and vendor tooling • Comfortable working under production pressure and crisis situations 6. Network & Security Awareness • Good understanding of network concepts impacting voice services: o QoS o Latency o Jitter o Packet loss • Awareness of security and identity dependencies: o Active Directory / Entra ID o Certificate management o Secure authentication flows 7. Automation & Documentation • Ability to use PowerShell for: o Administrative automation o Operational tasks o Reporting • Strong focus on: o Documentation quality o Runbooks o Architecture diagrams

Functional Skills • Ability to operate in a global, multi-entity environment • Good understanding of Run / Build / Project organizations • Strong familiarity with ITIL processes • Experience working with onshore and offshore teams Posture & Soft Skills • Senior N3 expert posture, recognized and credible • High level of autonomy and ownership • Strong analytical and problem-solving skills • Structured, rigorous, service-oriented mindset • Excellent collaboration skills in remote/offshore contexts • Ability to challenge decisions constructively Target Profile • Bachelor’s to Master’s degree in IT or equivalent experience • 5 to 8+ years of experience in Enterprise Telephony / SoftPhony • Strong experience in Microsoft Workplace environments • International exposure is a strong plus • Professional English mandatory (written and spoken