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Senior Voice Provisioning Engineer



Sofia, Bulgaria
Posted on Thursday, April 18, 2024

About GTT:

GTT provides secure global connectivity, improving network performance and agility for your people, places, applications, and clouds. We operate a global Tier 1 internet network and provide a comprehensive suite of cloud networking and managed solutions that utilize advanced software-defined networking and security technologies.

We serve thousands of businesses with a portfolio that includes SD-WAN and other WAN services, internet, security, and voice services. Our customers benefit from a customer-first service experience underpinned by our commitment to operational excellence. For more information on GTT, please visit www.gtt.net.

Role Summary:

Senior Voice Provisioning team (PNOC) is responsible for delivery and logical provisioning of Voice and Hosted PBX services across a worldwide footprint.

Senior Voice Provisioning engineer is responsible for design, implementation, test and turn up of customer Voice services in cooperation with the customer. This includes SIP Trunking and Hosted PBX services. Technical validation of new GTT customer Voice orders.

Voice Provisioning Engineer may act as a Service Delivery for Voice Orders and works closely with Sales, Project Management, Engineering and Operations teams to ensure the efficient, cost-effective delivery of high-quality Voice services to external and internal clients.

Voice Provisioning team is composed of skilled individuals responsible for a range of disciplines. These include efficient Customer Communication, task allocation and coordination of work activities, service delivery and follow-up on delivery and logical provisioning.

Regular and concise Customer Communication with efficient and timely coordination of activities across all teams is vital to ensure customers receive the highest quality of service.

Job Scope/Supervision:

Service Delivery, Sales and Solutions Engineers, Field engineering and Project Management, Voice Engineering, Voice Technical support, Porting Desk.

Duties and Responsibilities:

  • Complete Ownership of Voice orders through the service delivery lifecycle.
  • Technical validation of Voice orders, capacity checks and customer designsgns.
  • Customer comunication, order validation, Implementation, testing and turn up of Voice and Hosted PBX services.
  • Technical point of contact for Service Delivery, Sales Engineering, Project Management teams for issues related to turnup of new Voice and Hosted PBX services.
  • Pro-active escalation, follow-through and liaison with appropriate departments to resolve technical issues which may impact delivery timescales or quality. Creation of contingency plans to minimise such risks, timescales or quality.
  • May require complete ownership of Voice orders through the service delivery lifecycle.

Required Experience/Qualifications:

  • 3-5 years technical experience in a complex customer Voice environment design, build and support.
  • Excellent proven technical knowledge as well as troubleshooting skills for Voice platforms.
  • Experience of working within UNIX/Linux based operating systems and familiar with basic UNIX/Linux commands.
  • Use of EMS/NMS, network management tools.
  • In Depth understanding of VoIP principles and components of a VoIP network.
  • In depth understanding of VoIP protocols SIP, H.323.
  • Good understating on TDM protocols: SS7/ISUP, ISDN/Q.931.
  • Experience with Ribbon products (Sonus, Genband) is distinct advantage.
  • Experience with Broadsoft Hosted PBX would be a distinct advantage.
  • Experience in troubshooting of VoIP Protocols, analysing CDR and call/signalling traces.
  • At least two years background in managing/provision/troubleshooting VoIP services.
  • General knowledge of telecom industry and standards
  • Excellent English language skills a must, other languages an advantage.

Desirable Experience/Qualifications:

  • Ability to deliver to strict timelines.
  • Able to analyze and resolve problems quickly and effectively.
  • Able to handle multiple simultaneous projects.
  • Professional, structured and proactive approach to projects and customers.
  • Positive and approachable team player.
  • High sense of responsibility and self-motivation.
  • Calm and productive under pressure.
  • Detail-oriented and organised approach to work.
  • Attention to detail and an effective communications ability
  • Efficient and productive with good time management skills.
  • Experience with Ribbon products (Sonus, Genband) is distinct advantage.
  • Experience with Broadsoft Hosted PBX would be a distinct advantage.
  • University degree in Technical related discipline or equivalent level of experience.
  • University degree in Technical related discipline or equivalent level of experience (time served).


The Voice Provisioning team works on shifts to cover US clients. Shift work is required to cover for the US working time zones. Oncall duties will also be required based on on-call rota.

Universal Competencies(Talent management will add)

  • Continuous Improvement: Knowledge of transformation initiatives to drive fundamental changes, enhance responsiveness and efficiency to core business practices. Ability to drive cultural changes from best effort to results oriented.
  • Customer First (Non-Customer Facing): Knowledge of internal customer interactions, creating a culture of accountability, collaboration, and partnership. Ability to build an environment supporting internal customer value creation at every level.
  • Operational Excellence: Understanding the system-driven processes for consistency and scalability. Ability to re-focus processes and systems from integration activity to maximizing a positive customer impact and anticipating future trends.