• Accountable for identifying and resolving technical issues related to VoIP services, ensuring efficient problem resolution.• Create detailed integration specifications, outlining the interaction between network components and the application layer, ensuring the seamless integration of SIP platforms for both B2B and B2C products.• Act as a liaison between network operations and development teams, fostering effective communication and collaboration.• Maintain and update documentation for VoIP systems, processes, and troubleshooting procedures.• Implemented AI virtual agent integration for Speech-to-Text (STT) and Text-to-Speech (TTS), ensuring a seamless transition of calls to human agents through Twilio Voice APIs.• Participate in regular meetings to address technical support and integration challenges, offering continuous support throughout the process.• Develop and execute testing plans for network integrations, ensuring functionality, performance, and scalability.• Establish and manage escalation procedures for unresolved issues, responsible for handling issue escalations & management.• Engage with network infrastructure vendors to understand product capabilities, updates, and integration possibilities.• Collaborating with stakeholders to prioritize and manage requirements, ensuring they align with business goals and can be effectively integrated with existing network infrastructure.• Coordinate and lead cross-functional project teams, ensuring clear roles, responsibilities, and communication channels.• Implement and maintain quality assurance processes for VoIP support, responsible for handling service quality.

• Executed installations, investigations, diagnoses, and resolutions for issues pertaining to the integration of components within Symphony services. These components encompass the Key Manager, Content Export Bridge, Directory Bridge, Agent Services, Integration Bridge, Symproxy Servers, Media Bridge, and Replay Bridge. This primarily applies to onboarding enterprise-level customers.• Fostered effective collaboration and communication with Symphony Development Operations/Engineering Services and Product teams to address issues specific to enterprise-level clients.• Took ownership of producing both High-Level Design (HLD) and Low-Level Design (LLD) documents as part of customer engagement, ensuring comprehensive and detailed design specifications.• Assumed responsibility for upgrading on-premises components, managing key rotations, and overseeing the migration process from GCP/AWS cloud-based solutions utilized by business tier customers to the on-premises solution for enterprise clients.• Engaged in consultations with customer technical teams during the implementation and integration phases to gather precise technical requirements, facilitating a seamless integration process.• Contributed to the development of technical documentation and relevant content as necessary for services and products, ensuring accurate and comprehensive documentation was available to support the project integration and development.

• Monitored network performance and ensured compliance with service level agreements (SLAs) and operational standards, guaranteeing optimal network availability.• Played a key role in the development and implementation of network operation strategies and procedures, optimizing workflows and enhancing overall efficiency.• Actively participated in troubleshooting network issues, coordinating with cross-functional teams to ensure timely resolution and minimize downtime. • Conducted thorough daily health checks of the CORE network and promptly addressed identified issues.• Maintained comprehensive documentation, including network diagrams, procedures, and troubleshooting guides, ensuring accurate and up-to-date information.• Monitored and guided the team to adhere to procedures, achieve performance targets, and meet departmental KPIs.• Performed comprehensive performance analysis of MSC, MGW, HLR, GMSC, SGSN, GGSN, and PCRF.• Managed queries and complaints related to CS/PS Core issues from all Cloud9 MVNOs.• Collaborated closely with IT and engineering departments, fostering effective communication and coordination to address network-related challenges and implement solutions.• Maintained comprehensive documentation, including network diagrams, procedures, and troubleshooting guides, enabling efficient knowledge sharing within the team.• Assisted in the development and implementation of disaster recovery plans and business continuity strategies for the network infrastructure, ensuring minimal disruption during critical situations.

• Actively participated in the development and integration efforts of the IVR Technologies IN platform in conjunction with the Manx Telecom MAP portal.• Assumed leadership of multiple teams responsible for the development and integration of diverse products and services across web and mobile platforms, encompassing both Android and iOS.• Acquired and recorded requirements from various stakeholders, encompassing clients, users, and management, with the aim of comprehending project goals and objectives clearly.• Analysed and converted business requirements into functional specifications, user stories and use cases for development teams.• Developed and maintained project plans that encompassed timelines, milestones, and resource allocation, serving as a roadmap for project execution and ensuring timely delivery.• Achieved successful delivery of B2B and B2C products through seamless integration with the service platform (Talking SIP).• Accomplished the integration of SIP Stack with the Talking SIP application server for Android and iOS applications, resulting in successful outcomes.• Oversaw the management of development teams tasked with delivering revenue assurance, Business Information System, CDR rerating and reconciliation systems, as well as simplified service configuration and troubleshooting portals for Genband, IVR Technologies, and Partitionware platforms.• Held accountable for resolving issues pertaining to development and integration, collaborating with vendors and roaming operators, particularly concerning Voice, SMS, and Data-related services.• Assumed responsibility for providing operational and management support for services configured over VAS and IN platforms, specifically Partitionware and IVR Technologies.• Demonstrated effective leadership in leading the team through the migration of Data service from PIP to IVR platform for all MVNOs.• Identified the training needs of the staff and delivered coaching and guidance where necessary.

• Led the design, development, and implementation of complex value-added services (VAS) for telecommunications networks.• Collaborated with cross-functional teams, including product management, operations, and marketing, to define VAS requirements and create innovative solutions.• Conducted in-depth analysis of client’s requirements and developed comprehensive service specifications, user interfaces, and workflows.• Ensured seamless integration of VAS with the existing telecommunication infrastructure and third-party systems for various clients (Dialanywhere, Jazz).• Investigated and resolved complex technical issues related to VAS, providing expert-level support to customers and internal teams.• Monitored and optimized the performance and usage of VAS, identified opportunities for improvement, and implemented proactive measures.• Prepared and delivered technical presentations, reports, and documentation related to VAS projects.• Acted as a subject matter expert in VAS, contributing to strategic planning and decision-making processes.• Successfully integrated Third party SIP Stack with Talking SIP IN Platform to enhance the functionality of various client’s products.• Configured and managed Interconnects with Genband and GCS (DRAM & DROM, a SIP redirection server for least cost routing) for wholesale carriers.• Provided training to Ultra Mobile's outsourced staff in the United States on IVR Technologies Solution for retail services and created a comprehensive service configuration manual for improved comprehension.

• Designed, implemented, and maintained network platform infrastructure for efficient data transmission and communication across multiple network elements.• Provided support services at the second and third levels for various Telecommunication Companies operating at an enterprise level.• Deployed Telephony Platform installations (VoIP, ISDN, SIP, H.323).• Collaborated with cross-functional teams to define network requirements and develop scalable network architectures.• Ensured seamless integration of “Digitalk” retail service platform with the existing telecommunication infrastructure and third-party systems for various clients.• Configured and managed network switches, routers, firewalls, and other network devices to ensure optimal performance and security.• Monitored network performance and troubleshooted connectivity issues to identify and resolve network outages or bottlenecks.• Designed, developed, and tested services to meet market competitive requirements in areas such as Accounts, Calling Card, Web Callback, SMS Callback, Routing, automatic Validation of Retail Rate sheets.• Developed and maintained network documentation, including network diagrams, configuration details, and standard operating procedures.• Conducted regular network audits to assess performance, identify areas for improvement, and implement necessary changes.• Collaborated with vendors and service providers to evaluate new network technologies, negotiate contracts, and ensure effective service delivery.• Participated in the planning and execution of network infrastructure upgrades and migrations, ensuring minimal disruption to operations.• Participated in on-call rotations to address network emergencies and performed scheduled maintenance tasks outside of regular business hours.

• Developed and oversaw CCM (Credit Control Module) Rules to monitor and manage.• Monitored the activities of international roaming customers.• Generated revenue assurance reports to ensure accuracy and financial integrity.• Conducted audits of daily activations to prevent fraudulent usage, unauthorised access, and other related account activities.• Generated credit monitoring reports for evaluating and managing credit risks.• Implemented varying monitoring rules to effectively manage all post-paid subscribers.