Job Description :

Location: Atlanta, Georgia

Job Number: 167327



The Voice Assurance Analyst responsibilities include, but are not limited to: performing in-depth troubleshooting and analysis against all aspects of the Cox voice network; acting as the point of escalation for lower level tiers; communicating with various segments of the business, advising them of incidents, events or problems; performing alarm enhancement and correlation; and ensuring that the lower tiers are following proper processes and documentation. A successful agent will have a functional understanding of Network fundamentals, Voice services both TDM and IP, a functional understating of BroadSoft, Sonus, BTS, DMS/CS2K, a working knowledge SS7/AIN, Voicemail Operations, and e911. They will also be expected to understand PSAP, Fraud Processes, FCC Processes, and have an ability to research and learn other emerging technologies offered to Cox residential and business customers now and in the future. The ideal candidate would understand how Voice services are delivered in circuit-switched and packet-switched networks, the infrastructure supporting Voice services, and the specific processes and applications that deliver the Voice features. Primary ETOM processes supported are Service Problem Management and Service Quality Management. Assurance Analysts will perform shift work in a 24X7 Network Operations Center.

Position Responsibilities and Essential Functions:

Act as tier 2 level support for all Voice service related incidents and maintenance activities
Continuous process improvement of tier 2 Voice support operations
Thoroughly research, analyze, document and track all actions associated with Voice service incident handling
Insure compliance with, implementation of, and restructuring as needed of approved policies and procedures with respect to Voice service support

Consistently and accurately deliver on and research all incident handling functions for Voice service incidents to include: incident detection, incident notification, incident documentation, incident escalation, confirmation of service restoral, and documentation for root cause analysis

Plan, manage, track, examine, analyze, improve and report on the performance of specific services
Become a subject matter expert on new and emerging technologies for Cox Communications and provide expertise to current and new processes

Provide subject matter expertise on Voice as a national service to the boundary partner groups as needed


Working knowledge of DMS/CS2K, BTS and SS7/AIN
Working knowledge of ACME Packet SBC, Broadworks Broadsoft softswitch
Thorough understanding of SIP protocol
Strong Telecom/Networking background

Experience working in an operations center environment
Minimum 3+ years in a 24x7 Operations Support role

Working knowledge of circuit switched networking, packet switched networking, call routing, or Voice transport
Heavy emphasis on correlation, critical thinking, and team work/participation
Experience in troubleshooting, problem solving, planning and/or restoring telecommunications services
The ability to link and associate multiple alarms, incidents, or other notifications to a single outage and manage the escalation, notification, and documentation of an incident in an effort to support troubleshooting and resolution.
Must possess good written, verbal communication and presentation skills


Working knowledge of Unix / Linux
Working knowledge of Remedy and Netcool or an equivalent ticketing system or monitoring tool
Previous experience with Hammer XMS or other call trace analyzers a plus
Priority given to those individuals that possess Voice Platform / Network certifications
Experience with SNMP and network monitoring is a plus.

OrganizationCox Communications, Inc.

Primary LocationUS-GA-Atlanta-6305 Peachtree Dunwoody Rd
Employee StatusRegular

Job LevelIndividual Contributor
ShiftDay Job-

Unposting DateOngoing