Senior Technical Support & Carrier Relations Team Leader

About the role

We are seeking a Senior Technical Support & Carrier Relations Team Leader to head our VoIP technical support function in Lahore. You will lead a high‑performing team, manage carrier partnerships and ensure reliable telephony services for our customers.

Key responsibilities

• Lead, mentor and develop the Technical Support team, maintaining high service standards.
• Manage relationships with telecom carriers, vendors and upstream providers.
• Troubleshoot and resolve complex VoIP and telephony issues, including routing, CLI, DNC and quality problems.
• Monitor network performance, proactively identify and address service incidents.
• Coordinate with carriers to resolve interconnection issues and ensure compliance with LCR and routing policies.
• Implement best practices for system reliability, security and performance.
• Create and maintain documentation, SOPs and technical processes for the support organization.

Required profile

• 5+ years of hands‑on experience in the VoIP/telecom industry.
• Proven leadership experience building and managing technical teams.
• Strong communication and problem‑solving abilities.
• Ability to work US business hours (night shift) from Lahore.

Required skills

• Vicidial
• Asterisk
• Linux Administration
• VoIP/telephony troubleshooting using SIP traces and packet captures
• Linux command‑line utilities
• Call routing, Least Cost Routing (LCR), CLI management and DID services
• Carrier relationship management and interconnection troubleshooting