Senior VoIP Support Engineer

3 weeks ago

Bangalore, India Viva Digitally Full time

Location: Bengaluru

Job Type: Full-Time

Experience: 5+ years in VoIP Support

Salary: 8 Lakhs Per Annum

About the Role

We are seeking an accomplished  Senior VoIP Support Engineer to join our expanding team. This role demands in-depth technical expertise in VoIP technologies, advanced troubleshooting skills, and proficiency in enterprise communication systems. The successful candidate will be responsible for managing, supporting, and optimising VoIP infrastructure, leading complex escalations, and collaborating with vendors and internal teams to ensure seamless performance and service availability.

Key Responsibilities

  • Provide L2/L3 technical support for VoIP systems, including PBX, SIP, RTP, and SBCs.
  • Diagnose and resolve complex issues affecting call quality, routing, latency, and overall VoIP performance.
  • Conduct SIP trace analysis and packet captures to troubleshoot call failures.
  • Configure, maintain, optimise, and monitor VoIP infrastructure, including Asterisk, FreePBX, Kamailio, OpenSIPS, or similar platforms.
  • Administer and configure Session Border Controllers (SBCs), IP phones, gateways, softswitches, and softphones.
  • Develop and maintain AI-driven voice solutions, such as speech-to-text, IVR automation, voice bots, call analytics, and NLP frameworks.
  • Proactively monitor system performance, identify bottlenecks, and ensure high availability of VoIP services.
  • Liaise with telecom vendors and ISPs for provisioning, number porting, and incident resolution.
  • Maintain accurate documentation of systems, configurations, and operational procedures.
  • Provide mentorship to junior engineers, take the lead in escalations, and conduct Root Cause Analysis (RCA) with documented resolutions.

Required Skills & Qualifications

  • Minimum 5 years' hands-on experience in VoIP support and engineering.
  • Strong expertise in SIP, RTP, SDP, and related communication protocols.
  • Proficiency with packet analysis tools (e.g., Wireshark, tcpdump) and SIP tracing.
  • Hands-on experience with Asterisk, FreeSWITCH, Kamailio, or similar platforms.
  • Deep understanding of WebRTC, IVR design, and call flow troubleshooting.
  • Familiarity with AI/voice AI frameworks such as Google Dialogflow, AWS Lex, or Azure Cognitive Services.
  • Solid background in Linux administration, networking, and cloud platforms (AWS, GCP, Azure).
  • Possess strong analytical, troubleshooting, and customer-centric problem-solving skills.

Preferred Qualifications

  • Experience in deploying and integrating contact centre platforms with CRM systems to enhance customer engagement workflows.
  • Knowledge of VoIP security best practices (TLS, SRTP, firewalls, VPNs, fraud prevention).
  • Scripting proficiency in Bash or Python for automation and diagnostics.
  • Exposure to AI-powered speech analytics and advanced voice AI capabilities (speech recognition, text-to-speech, conversational AI).

Education

  • Bachelor's degree in Computer Science, Electronics, Telecommunications, or a related technical discipline.

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