Service Delivery/Provisioning

PRIMARY RESPONSIBILITIES & DUTIES

Comms Group is a leading telecommunications solutions provider, committed to delivering high-quality Voice over Internet Protocol (VoIP) services. We are seeking an experienced Service Delivery based in Singapore with at least 5 years of relevant experience in processing orders for IP services and deploying end-to-end technical solutions.

The ideal candidate must have expertise in provisioning services on AudioCodes and Ribbon SBC platforms as well as Microsoft Teams Direct Routing. Experience with other IP-PBX platforms (e.g. Vodia) would be strongly regarded. A strong fundamental knowledge of SIP (Session Initiation Protocol) and experiencing deploying IP-telephony solutions for corporate customers is essential for success in this role.

Responsibilities

1. VoIP Provisioning:

Execute end-to-end provisioning processes for VoIP services, ensuring seamless and timely delivery to customers.

• Processing orders and generating plans and reports to manage workflows, correspond with customers and ensure a seamless experience.

• Ordering services from upstream carriers, analysing order and KYC information.

• Collaborating with stakeholders, internal teams, customers, and engage with carriers to procure VoIP services.

2. Project Management:

• Define project scope, goals, and deliverables in collaboration with stakeholders.

• Develop detailed project plans, timelines, and resource allocation.

• Monitor project progress, identify risks, and implement mitigation strategies.

3. Technical Expertise:

• Demonstrate advanced proficiency in configuring and troubleshooting AudioCodes, Ribbon, Microsoft Teams, and optionally Vodia equipment, ensuring optimal performance and resiliency

• Configuring and testing new SIP trunk configurations or modifying existing services with new capabilities, features and routing

• Investigating and resolve complex technical issues related to provisioning and delivery and escalating efficiently when necessary.

4. Quality Assurance:

- Implement and maintain robust quality control measures to guarantee the accuracy and reliability of provisioned VoIP services.

- Conduct regular technical audits to identify and address areas for improvement in the provisioning process.

5. Documentation and Reporting:

• Develop and maintain detailed technical documentation for provisioning processes and configurations.

• Generate comprehensive technical reports on provisioning performance, highlighting key metrics, and suggesting technical enhancements.

6. Cross-Functional Collaboration:

- Collaborate closely with other technical teams, including Network Operations, System Administrators, Page 3 of 3

and DevOps, to ensure seamless service delivery.

- Participate in cross-functional technical discussions and provide input for continuous improvement.

7. Compliance and Security:

- Ensure adherence to industry regulations and security standards related to VoIP provisioning.

- Implement and enforce security best practices in all technical aspects of provisioning activities.

Qualifications:

- At least 5 years of hands-on experience in VoIP service delivery with a focus on technical provisioning.

- Extensive experience working with AudioCodes, Ribbon, Microsoft Teams, and optionally Vodia

- Previous experience with another VoIP carrier is highly desirable.

- Solid understanding of SIP (Session Initiation Protocol) and associated VoIP technologies.

- Strong problem-solving and troubleshooting skills in a technical environment.

- Proven track record of successful collaboration with carriers and technical teams.

Education:

- Bachelor's degree in a related technical field or equivalent work experience.

Additional Skills:

- Certifications in AudioCodes, Ribbon, Microsoft Teams technologies are highly desirable.

- Proficiency in network and telecommunications infrastructure.

- Familiarity with scripting languages (e.g., Python) for automation in provisioning tasks.

- In-depth knowledge of SIP, including SIP call flows, SIP headers, and SIP response codes.