Shanika Silva

Voice and UC Solution Delivery

• Define end-to-end technical requirements for residential and business VoIP services, covering SIP signalling, PSTN connectivity, CPE integration, IMS interoperability and operational support.
• Review proposed voice solutions and customer requirements for technical feasibility, platform compatibility, security and alignment with engineering best practice.
• Define technical requirements and solution designs for SIP TLS deployments supporting Sky Business customers.
• Work with customer engineering teams, suppliers, architects, developers and operational stakeholders to resolve interoperability issues and support successful service implementation.
• Coordinate solution delivery from requirements and design through development, testing, production rollout and operational handover.
• Develop test scenarios and validate voice-service functionality before production deployment.
• Troubleshoot complex SIP, RTP and voice-quality issues using packet captures, call-flow analysis and platform diagnostics.
• Produce high-level designs, technical requirements, implementation guidance and support documentation.
• Support operational readiness, incident investigations and technical escalations for business-critical voice services.

Platform and Product Ownership

• Own requirements intake and prioritisation for internal EMS and residential CPE diagnostic platforms.
• Translate stakeholder and customer requirements into technical deliverables for development teams.
• Coordinate development, testing, release planning and production deployment of new platform capabilities.
• Work across product, project, architecture, engineering and operations teams to ensure solutions are scalable, supportable and ready for service.

• Performed detailed SIP and RTP troubleshooting for customer-impacting voice service issues, analysing signalling and media flows using Wireshark and collaborating with operational teams to identify root causes and restore service.
• Supported operational readiness activities including incident investigations, service assurance reviews and technical escalation support for residential and business voice services.
• Conducted packet captures and protocol analysis to troubleshoot voice quality issues including one-way audio, packet loss, jitter and codec interoperability problems.
• Developed technical specifications for VoIP access solutions across UK, ROI, and Italy markets
• Designed SIP ATA requirements for CPE and third-party interoperability
• Built lab environments simulating wholesale networks (Openreach, GPON, G.Fast)
• Created test strategies to validate VoIP service delivery
• Provided third-line support for VoIP incidents and performance issues
• Worked across CPE, IP, and IMS teams to ensure end-to-end solution delivery

• Worked with customer technical teams to gather connectivity requirements, review proposed SIP solutions and validate interoperability before service deployment.
• Configured Ribbon/Sonus SBCs and PSX routing policies for enterprise SIP trunking, carrier interconnects and international voice routing.
• Supported customer implementations from solution review and configuration through testing, number-routing validation, production migration and operational handover.
• Performed SIP and RTP troubleshooting during customer implementation and post-deployment support, resolving call setup, one-way audio, codec and routing issues.
• Validated SIP TLS, network connectivity, DNS, firewall, codec and number-routing requirements with customer and internal engineering teams.
• Delivered PSTN connectivity for multinational customers across the UK, Europe, North America and Asia-Pacific.
• Produced implementation documentation, configuration records, call-routing plans and support handover information.

• Delivered customer-facing IP telephony and unified communications implementations for SME and small contact-centre environments.
• Installed and configured Asterisk-based PBX environments, SIP endpoints, analogue gateways and network infrastructure.
• Designed and configured IVRs, auto-attendant-style call flows, call queues, hunt groups, extensions and inbound number routing.
• Supported customer migrations from legacy telephony to IP-based voice services.
• Gathered customer requirements and translated them into call-flow, routing and endpoint configurations.
• Performed installation, configuration, user testing, fault resolution and post-deployment support.
• Provided customer training and guidance on telephony features and day-to-day system operation.
• Troubleshot SIP, RTP, DNS, network connectivity and endpoint-registration issues.
• Administered Linux-based voice platforms and developed custom Asterisk and SQL configurations.
• Managed support tickets and communicated directly with customers throughout incident resolution.