Voice / Telephony Engineer

• Manage and maintain cloud-based telephony platforms, ensuring reliable service availability and performance.
  
• Handle user onboarding, offboarding, account provisioning, and access management for telephony systems.
  
• Configure and maintain phone numbers, extensions, call routing, IVR menus, queues, and other telephony features.
  
• Troubleshoot voice-related issues, including dropped calls, poor audio quality, one-way audio, failed connections, and routing problems.
  
• Manage and escalate technical support tickets, coordinating with telephony providers on number provisioning, regional connectivity, service changes, and incident resolution.
  
• Monitor call quality, service availability, and performance, addressing recurring issues in collaboration with Network, Security, IT Support, and business teams.
  
• Maintain accurate documentation of telephony configurations, phone numbers, routing, and operational procedures.
  
  

Requirements

•  Minimum of 3 years of relevant experience in similar role.
  
•  Experience administering and supporting PBX, cloud-based telephony, VoIP, or contact center platforms.
  
• Good understanding of call routing, number management, IVR, queues, and user provisioning.
  
•  Strong troubleshooting skills in voice quality, connectivity, and call routing, with knowledge of TCP/IP, DNS, NAT, and firewalls.
  
•  Experience coordinating with telecommunications providers, managing support cases, and handling technical escalations.
  
  

• Hands-on experience with cloud telephony, contact center platforms, and Voice Network Engineering (SIP, RTP, RTCP, VoIP).
  
• Knowledge of SIP trunks, registration, session management, call signaling, SBCs, PBX systems, and SIP gateways.
  
• Experience troubleshooting VoIP traffic using Wireshark, SIP traces, and packet captures.
  
• Understanding of voice codecs, QoS, jitter, latency, packet loss, and their impact on call quality.
  
• Experience with PSTN connectivity, DID provisioning, international numbering, and carrier routing.
  
• Familiarity with AWS S3, SQS, APIs, Python, scripting, and automation for telephony administration and reporting.
  

Benefits

• Hybrid
  Work Model (2 days working from home)
  
• Comprehensive
  Health Insurance (from day one!)
  
• 21
  days of Annual Leave
  
• Birthday
  Leave
  
• Referral
  Bonus Program
  

• Visa
  Sponsorship and Relocation Assistance  (If applicable)