Senior Voip Support Engineer

Role: Sr. VOIP Support Engineer

Experience: 3+Years

Location: Chennai

Mandatory: VoIP Support, Network, Trouble Shooting, SIP, Protocol, Unified Communication.

JD:

Key Responsibilities:

Key Skills

Good knowledge of VoIP and Voice technologies (SIP, RTP, call flows)

Experience with SIP Trunking and PBX systems

Hands-on exposure to platforms like PortaOne, Asterisk, 3CX, Cisco, or Avaya

Experience supporting Contact Center solutions (Genesys / Cisco / Avaya preferred)

Strong troubleshooting skills for call drops, one-way audio, no audio, echo, and call quality issues

Basic to intermediate understanding of networking concepts (TCP/IP, DNS, NAT)

Familiar with VoIP tools like Wireshark or similar

Experience using ticketing systems (Zoho, Jira, or similar)

Good communication skills and customer interaction ability

Roles & Responsibilities

Handle L2 escalations for voice and VoIP-related issues

Troubleshoot and resolve call quality and connectivity problems

Work with customers, internal teams, and vendors to close issues within SLA

Participate in 247 shift support (rotational/on-call)

Prepare basic incident updates and RCA reports

Preferred Experience with Voice AI or voice bot platforms (e.g., VAPI, Twilio, Retail AI, Dialogflow, Amazon Lex, Azure Bot Framework).

Certifications like CCNA, Avaya, Microsoft Teams (MS-700), or Zoom

Experience with cloud platforms (AWS / Azure / GCP)

Knowledge of VoIP security is an advantage

Hindi speaking is preferred

Education

BE / BTech (IT, CSE, ECE, or related field preferred).