Please Whatsapp your resume for consideration.We’re hiring a hands-on Support Engineer to ensure the health of mission-critical voice services and integrate new call-centre stacks. You will own incident response and customer escalations across SIP trunking, SBC policies, media/codec issues, and downstream CCaaS/CRM integrations.

If you live in Wireshark traces, SIP ladder diagrams, and runbooks—this role is for you!

What You’ll Do

• Frontline Escalation & Incident Response
  Triage P1–P3 voice incidents, restore services quickly, lead post-incident RCAs, and communicate effectively with customers and vendors.

• SIP Trunking & SBC Operations
  Configure and maintain trunks, routing, translations, policies, TLS/mTLS, SRTP, NAT traversal, and DID management across environments.

• Media/Codec Troubleshooting
  Diagnose one-way audio, jitter, packet loss, transcoding, DTMF (RFC2833/SIP INFO), and fax/T.38 issues; optimize QoS/DSCP and jitter buffers.

• Call Centre Integrations
  Deploy and support integrations with leading CCaaS platforms.

• Carrier & Vendor Coordination
  Work with PSTN carriers for numbering, CLI, routing, and peering; manage changes and maintenance windows.

• Observability & Tooling
  Build dashboards/alerts for MOS, ASR, PDD, ACD, abandon rate, and error codes; automate health checks and log collection.

• Runbooks & Documentation
  Create SOPs, deployment guides, and customer-facing KBs; contribute to the internal knowledge base.

• Change Management
  Plan and execute upgrades, certificate rotations, firewall/SBC rule changes with rollback strategies.

• Automation
  Develop scripts/tools to speed up diagnostics, bulk configuration, and reporting.

What You’ll Bring (Must-Have)

• 3+ years in VoIP support/operations with deep knowledge of SIP, RTP/RTCP, TLS/SRTP, SIP over TCP/UDP, SIP registration/authentication, routing, and dial plans.

• Hands-on experience with at least one SBC family (e.g., AudioCodes, Oracle/Acme Packet, Ribbon).

• Strong troubleshooting skills using Wireshark, sngrep, SIP ladder analysis, and RTP quality metrics (MOS, jitter, packet loss, PDD).

• Media/codec expertise: G.711 μ-law/a-law, G.729, Opus, AMR-WB, DTMF, and transcoding paths.

• Knowledge of NAT traversal and firewall concepts (STUN/TURN/ICE, SIP ALG issues, port planning) and PKI/certificates for SIP-TLS/mTLS.

• Solid Linux fundamentals, networking (VLANs, routing, DNS/DHCP), and shell scripting (Bash); basic Python scripting for tooling.

• Experience with one or more CCaaS/IVR platforms (Genesys, Talkdesk, Amazon Connect, NICE CXone, Teams Phone, Direct Routing).

• Excellent written and verbal communication skills with both technical and non-technical stakeholders.

• Willingness to participate in an on-call rotation and manage incident communications.

Nice to Have

• Experience with open-source voice stacks: Asterisk, FreeSWITCH, Kamailio, OpenSIPS, RTPengine, Homer/HEP.

• Familiarity with cloud telephony/APIs: Azure Communication Services, Twilio, Vonage, WebRTC/SIP.js.

• Monitoring/observability experience: Prometheus, Grafana, PRTG, Elastic/Graylog, SIP capture (HEP).

• Microsoft Teams Direct Routing/Operator Connect expertise.

• Compliance & security awareness: PDPA/GDPR/HIPAA, call recording/redaction, encryption in transit & at rest.

• Basic SQL for reporting; Terraform/Ansible for automation; Git for version control.

• Knowledge of regional telecom standards (E.164, number portability, CLI policies).

Tools You’ll Use

Wireshark, sngrep, SBC vendor GUIs/CLIs, Asterisk, FreeSWITCH, Kamailio, OpenSIPS, Homer/HEP, RTPengine, Prometheus, Grafana, PRTG, Elastic, Graylog, Azure/AWS consoles, ServiceNow, Zendesk, Salesforce, Git, Bash, Python.

Success Metrics (First 90–180 Days)

• Incident Management: Meet or exceed SLOs for P1/P2 incidents (Time to Acknowledge & Time to Restore).

• Call Success & Quality: Improve ASR, reduce PDD, raise average MOS, and decrease media-path issues.

• Documentation: Publish runbook coverage for the top 10 incident types; reduce repeated escalations.

• Change Reliability: ≤2% failed changes with rollback and impact analysis.

• Customer Satisfaction: ≥4.5/5 CSAT on support tickets.

Preferred Qualifications & Certifications

• Vendor certifications: AudioCodes ACA/ACP, Oracle/Acme, Ribbon, Genesys Cloud CX.

• Networking/Cloud: CCNA, Azure/AWS Associate.

• Security: CompTIA Security+ (TLS/mTLS and policy governance).
  
  
  

Please Whatsapp your resume for consideration at +92 340 5199640

OR Email [email protected]