Job Purpose
We are seeking a skilled VoIP Engineer with hands-on experience in Asterisk, FusionPBX, FreeSwitch, ViCIdial, SBC configuration, and hosted contact centre environments. The ideal candidate will be responsible for configuring, delivering, and maintaining SIP trunking, contact centre, and PBX/telephony systems from both application and backend perspective.
Key Responsibilities
Contact Centre & PBX Administration
- Configure and manage users, campaigns, and leads in a hosted contact centre platform.
- Create and deploy IVR menus and call flow configurations, including audio prompts and routing logic.
- Customize and manage disposition codes, call outcomes, and agent workflows.
- Monitor and maintain contact centre platform performance and availability.
SIP Trunking & SBC Configuration
- Configure and maintain SIP trunks between Asterisk, SBCs, and third-party PBXs.
- Perform integration of SBCs with other VoIP systems (e.g., EPBX, CUCM, or hosted PBX platforms/dialler).
- Troubleshoot and debug call flow, SIP signalling, and VoIP-related customer issues.
- Monitor and ensure call quality using knowledge of VoIP protocols and network fundamentals.
Troubleshooting & Incident Resolution
- Diagnose and resolve VoIP call quality issues including jitter, latency, packet loss, and codec mismatches.
- Troubleshoot SIP signalling, RTP media path, and authentication failures.
- Perform root cause analysis (RCA) on recurring VoIP incidents and implement preventive measures.
- Coordinate with carriers and third-party vendors for SIP trunk and interconnect issue resolution.
Qualification & Experience
- Education: Bachelor's degree in computer science, Electronics, Telecommunications, or equivalent field.
- Experience:2+ years of practical experience with Asterisk / FusionPBX / FreeSwitch / VICIdial or other telephony platforms.
- Certifications (if any):CCNA-Voice or CCNP-Collaboration preferred; Relevant certifications in VoIP, Asterisk, or networking are a plus.
Required Skills & Competencies
- Technical Skills:Asterisk, FusionPBX, FreeSwitch, ViCIdial; Oracle SBC / Session Border Controllers; SIP, RTP, SRTP, WebRTC, TCP/IP, UDP; Linux CLI; IVR design and deployment; Hosted Contact Centre platforms.
- Functional Skills:SIP trunk configuration and management; Call flow design; Contact centre administration; VoIP troubleshooting; Integration with EPBX and CUCM.
- Behavioral Competencies:Analytical and systematic problem-solving; Ability to work independently and under pressure; Good documentation skills; Strong coordination with cross-functional and vendor teams.
