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Voice Services Delivery&Support Expert

Posting Country:  Turkey
Date Posted:  15-Jul-2021
Full Time / Part Time:  Full Time
Contract Type:  Permanent

At Vodafone, we’re working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it's our human spirit, together with technology, that empowers us to achieve this. 

We challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together.

With us, you can be truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.


Join our journey as we connect for a better future. Ready?
We are looking for a Voice Services Delivery&Support Expert





Our purpose at Vodafone is to connect for a better future. As a Global Communications Technology company, we put the customer at the heart of everything we do. We are forever challenging, pushing boundaries and discovering innovative ways to connect our customers with their digital societies.


We connect people, businesses, and communities across the globe to create the future. We earn customer loyalty, experiment, learn fast and get it done, together. As you can imagine, this means that we have a vibrant and diverse mix of skills and people making Vodafone a great place to work.





Voice Services Delivery&Support Specialist is accountable for managing second level Voice operation for fixed corporate customers. The role requires a high accountability for designing, planning, implementing and operating of Onnet, Offnet and Cloud PBX fixed voice services

Your place in the team

Fixed Voice Operation Management:
•    Accountable for resolving corporate voice customer incidents&requests occurred on VFNET Voice Core Network Infrastructure within agreed KPI’s
•    Accountable for ensuring high level of customer satisfaction within the Level2 fixed voice customer operations
•    Fault Management of customer voice networks
•    To be in collaboration with third party vendors, partners and other Telecom operators 
•    To ensure to provide their service level (availability, ASR, NER) within agreed KPI’s. To ensure to have their configuration backups periodically. 
•    Accountable for coordinating field support team for customer incidents and to ensure this operation within agreed KPI’s 
•    Accountable for visiting customers after the voice related customer complaints in order to present resolution plan and following the whole process until to have permanent solution 
•    Accountable for ensuring and implementing security policy rules defined in VFNET security policy to customer voice devices. To make periodical security controls of the devices
•    Accountable for working with the third level voice team in case of core voice related problems


Voice Installation and Provisioning Management:
•    High Level & Low Level Design of voice customer projects 
•    Accountable for defining voice customer network installation standards and configuration procedures
•    Configuring VFNET Session Border Controllers in order to provision customer projects  
•    Managing of the voice customer installation processes such as; customer CPE configuration, call tests with customer IT departments, PBX integration test with vendors, etc.
•    To make security policy controls for new voice projects
•    To take over the operation responsibility from Project Delivery team after the completion of the project 
•    Accountable for ensuring accurate Configuration Item Database and making periodical checks


Voice Product & Solution Management:
•    Planning, designing and implementing voice related services & products in order to have new services, capabilities or service improvements
•    Pre-analyzing of customer voice infrastructures especially for special and big projects working with presales and sales teams
•    Visiting customers with sales & pre-sales teams in order to make accurate voice planning and designing


Customer Voice Network Planning:
•    Accountable for analyzing of customer voice infrastructures especially for special and big projects.  Planning, designing and implementing necessary configurations in order to have new capabilities or service improvements
•    Accountable for visiting customers before starting complex projects in order to make accurate planning, designing. Implementing of the planned customer voice network design

We are looking for you if you have

•    Degree qualified in Engineering discipline preferably Telecommunication, Electronics, Electricity or Computer Science 
•    Minimum 8 years relevant telecom experience 
•    Minimum 6 years hands on experience in Voice Network Operations
•    Minimum 6 years hand on experience of Audiocodes, Quintum, Cisco voice gateway and Softswitch&SBC management
•    Good Understanding of Fixed & Mobile Telephony Services and Products
•    Good Understanding of Voice Network Protocols & Technologies (SIP, Q931, ISUP, PSTN, Cloud PBX, etc)
•    Good understanding of IP Network Technologies  
•    Certification or accreditation in CCNA/CCNA Voice/CCNA Collaboration
•    Fluent in English
•    Excellent Problem Solving Skills
•    Result Oriented
•    Customer Support Operations Management Skills
•    Partner & Eco-System Management Skills
•    Process Improvement & Optimization 
•    Planning and Organization Management Skills
•    Advance Troubleshooting Skills 
•    Advance Communication Skills 
•    Analytical Thinking
•    Energetic & Motivated & Enthusiastic Towards Learning
•    Having Strong Interpersonal Communication skills 


Get to know us


If you want to know more about us and what we do, then visit our website:



Diversity and Inclusion


At Vodafone, we embrace and welcome everyone. We believe that we can operate more successfully and effectively with diverse teams. And we can only leverage this diversity by building an inclusive culture where everyone is respected, can be themselves and strive to be their best. That way we can create a better future for our employees, our partners, the communities we work in and our customers.

Vodafone is committed to attracting, developing and retaining the very best people by offering a motivating and inclusive workplace in which talent is truly recognised and rewarded. We are committed to promoting Inclusion for All with the belief that diversity plays an important role in the success of our business. We actively encourage everyone to consider becoming a part of our journey.

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