VoIP/NOC Team leader

About company: Primo Dialler is an award-winning global contact center software company, trusted by over 600+ clients across 60+ countries. We provide industry-leading predictive dialers, telecom optimization tools, and end-to-end call centre management software, empowering clients to boost productivity, reduce costs, and scale globally. As we continue to grow, were looking for an experienced and results-driven VoIP/NOC Team Leader to lead our global VoIP support operations from Kolkata, India.

Job Summary: The VoIP NOC Team leader – Dialer Operations is responsible for end-to-end availability, quality, and performance of outbound and inbound dialer platforms. The role focuses on AMD/VM accuracy, carrier behavior, early media handling, routing logic, and real-time issue management across multiple carriers and SBCs.

Key Responsibilities: • Manage 24x7 NOC operations for predictive, progressive, and manual dialers. • Ensure uptime and performance of Vicidial and VOS-based dialer platforms. • Monitor ASR, ACD, PDD, CPS, CCR, AMD accuracy, and call quality KPIs. • Handle early media, false answer supervision, and AMD-related carrier issues. • Validate SIP signaling behavior (180/183/200 OK).

Mandatory Tools & Platforms: • Vicidial (Mandatory). • VOS Switch (VOS3000 / VOS5000). • SBCs: AudioCodes, Cisco, Oracle, Kamailio, OpenSIPS. • SIP, RTP, SDP, codec handling (G.711, G.729, OPUS).

Carrier & Routing Management • Manage multiple international carriers and routing strategies. • Implement quality-based routing and failover logic. • Handle carrier escalations, RCAs, and dispute resolutions.

Team Leadership • Lead and mentor NOC engineers and VoIP support teams. • Define escalation matrices and SOPs. • Conduct shift handovers and operational reviews.

Experience & Qualifications • 8–15+ years in VoIP / Dialer / Telecom operations. • 3–5+ years in a NOC leadership role. • Strong exposure to international calling routes. • Bachelor’s degree in engineering / IT preferred.