An established provider in the Telecommunications and Contact Center Infrastructure sector delivering enterprise-grade voice platforms, dialer systems, IVR and CTI integrations for large BPO and enterprise clients.
We design, deploy and operate carrier-grade VoIP and outbound dialer ecosystemscombining predictive/progressive dialing, SIP trunking, SBCs, and CRM integrations to maximise contact rates and regulatory compliance.
Primary title: Voice Network Engineer - L2 (Dialer)
Role & Responsibilities
- Provide second-line (L2) engineering support for outbound dialer platforms and voice network incidentstriage, RCA and resolution across SIP, SBCs and carrier interconnects.
- Configure, tune and troubleshoot predictive and progressive dialer engines, campaign routing, pacing algorithms and abandon-rate controls.
- Manage SIP trunk provisioning, call routing, codec negotiation and signaling interoperability with carriers and SBCs.
- Perform packet-level troubleshooting using Wireshark and call-flow analysis to identify RTP/jitter/latency and signaling issues.
- Collaborate with NOC, systems and application teams to deploy firmware updates, changes, and automation for high availability and compliance.
- Document runbooks, change requests and operational playbooks; support on-call rotations for critical voice/dialer incidents.
Skills & QualificationsMust-Have
- SIP
- RTP
- Session Border Controller
- Predictive Dialer
- CTI Integration
- Wireshark
Preferred
- Cisco Unified CommunicationsManager
- Avaya Aura
- Asterisk
Benefits & Culture Highlights
- On-site, hands-on role with direct impact on voice operations and customer KPIs.
- Opportunities for technical certifications and cross-functional exposure across network, telephony and platform teams.
- Structured escalation matrix and knowledge-sharing culture focused on operational excellence.
Skills: asterisk,avaya aura,wireshark,network engineer,session border controller,sip,dialer,linux,quality of service
