VoIP Engineer

Job Summary:

We are looking for a technically strong and detail-oriented VoIP Support Engineer to join our IT/Telecom operations team. This role involves supporting and optimizing our VoIP and Unified Communications systems, including SIP trunking, IP phones, UCaaS platforms, and cloud telephony services. The ideal candidate will bring hands-on experience with voice infrastructure, SIP routing, and multi-carrier environments, ensuring seamless voice communication for internal users and external clients.

Role & responsibilities

• Provide support and troubleshooting for VoIP systems, UCaaS platforms, and related network infrastructure.
• Provide support and troubleshooting of customers issues related to Call routing, IP Phone provisioning, Contact Center solutions, Fax, etc.
• Work with telecom carriers and aggregators for number provisioning, porting, failover setup, and escalation.
• Configure, provision, and maintain IP phones (e.g., Polycom, Yealink, Cisco) and softphone applications.
• Experience of UCaaS and cloud telephony environments.
• Handle number plans, dial plans, call routing logic, and emergency call configurations across platforms.
• Perform advanced troubleshooting using SIP traces, syslogs, packet captures, and carrier diagnostic tools.
• Optimize call flow and routing in multi-region deployments and hybrid UCaaS/on-prem setups.
• Assist with cloud telephony integrations (e.g., CRM, help desk, IVRs, contact center solutions).
• Collaborate with network and security teams to ensure VoIP QoS, VLAN tagging, NAT traversal, and firewall configurations.
• Maintain documentation of SIP trunks, DID inventories, call flows, and carrier contact/escalation procedures.
• Maintain and troubleshoot integrations with third-party tools (e.g., billing systems, CRM integrations, fax, SMS).

Preferred candidate profile

• Bachelors degree in computer science, Information Technology, or equivalent practical experience.
• 5+ years of experience in VoIP support or telecom systems engineering roles.
• Strong hands-on knowledge of SIP protocol, SIP trunking setup, and troubleshooting.
• Experience working with telecom carriers, SIP trunk providers, and carrier aggregators.
• Familiarity with DID provisioning, porting processes, E911 configuration, and regulatory compliance (e.g., STIR/SHAKEN).
• Proficient in analyzing SIP/RTP flows using tools like Wireshark or sngrep.
• Practical experience with cloud telephony systems or hosted PBX platforms.
• Knowledge of VoIP QoS principles, NAT traversal, firewall rules, and VLANs.
• Experience managing IP phones and softphones in enterprise environments.

Preferred Qualifications

• Certifications such as SIP School Certified Associate (SSCA), CCNA Collaboration, or Microsoft Teams Voice Engineer.
• Hands-on experience with voice gateways, SBCs, or cloud PBX systems.
• Familiarity with call analytics platforms and VoIP monitoring tools.
• Experience with hybrid deployments (on-prem PBX + UCaaS), and telephony API platforms

Soft Skills

• Strong communication skills.
• Excellent organizational skills with attention to detail and documentation.
• Problem-solver with a proactive, customer-first mindset.
• Ability to manage multiple tasks, priorities, and deadlines in a dynamic environment.