Assistant Manager - Technical Support (Voice Services)

Description

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#Sinch is a global leader in the growing market for Communication Platforms as a Service (Cpaas) and mobile customer engagement. We are specialists in allowing businesses to reach everyone on the planet, in seconds or less, through mobile messaging, email, voice, and video. We reach every phone on earth. From the lifechanging to the Messaging, we're helping our customers to interact with people like never before. For you, that means working in an environment that offers an incredible variety of exciting challenges, and the chance to impact on how billions of people engage with their favorite brands. The dream of personalizing content to all 15 billion phones on the planet is no fairy tale! More than 150,000 businesses, including many of the world’s largest companies and mobile operators, use Sinch’s advanced technology platform to engage with their customers. Moreover, Sinch has been profitable and fast-growing since its foundation. Sinch's core values are Make it Happen, Dream Big, keep it Simple and Win Together. These values describe how our global organization works and inspire every of our more than 5,000 employees across 55 different countries.

Our APIs and platform deal with over 150 billion engagements annually.

Overview:

Seeking a technically adept and client-facing professional to serve as the primary point of contact for voice service clients. The role involves integration oversight, technical troubleshooting, vendor/client coordination, and ensuring seamless delivery of voice campaigns.

Requirements

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Core Responsibilities:

• Oversee integration of voice platforms (OBD, SIP trunks,PRI, IVR flows) for enterprise clients.
• Act as escalation point for complex issues in voice traffic execution.
• Conduct traffic performance reviews, troubleshoot delivery failures, and drive resolutions.
• Coordinate with vendors for feature enablement and timely execution.
• Implement and monitor tanking rules, campaign restrictions, and account-level throttling.
• Provide technical training and integration support to clients and internal teams.
• Manage post-implementation support and track client satisfaction.
• Deliver technical feedback for product and platform enhancement.

Key Qualifications:

• Bachelor’s degree in CS,IT, Telecom, or related field.
• 3–7 years in CPaaS/voice platform operations or technical account management.
• In-depth knowledge of SIP, PRI, VoIP architecture, and REST/SOAP APIs.
• Hands-on experience with log/trace analysis (Wireshark, sngrep), DLR tracking, and CDR analytics.
• Familiarity with telecom compliance (DLT, TRAI) in India or global environments.
• Skilled in client communication, project coordination, and vendor liaison.

Benefits

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• Private Health Insurance coverage, Accidental Coverage, Optional Parental Health Coverage
• Flexible and supportive working environment
• Paid Time Off, Maternity, Paternity Leave, Wellbeing Programs
• Subsidized Meal
• Training & Development
• Internal Mobility
• Competitive salary and Allowances
• Highly engaged, collaborative, and transparent work culture
• Constant skill upgradation by learning and career advancement opportunities in a high-growth environment
• Annual health checkup.
• Global Mobility Program/Opportunities.
• Engaging Rewards & Recognition programs