Senior Voip Support Engineer

Role: Sr.VOIP Support Engineer -Unified Communication

Experience: 2-5 Years

Location: Chennai

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

JD:

Key Responsibilities:

· Provide L2/L3 technical support for VoIP systems (PBX, SIP, RTP, SBCs, etc.).

· Troubleshoot and resolve complex VoIP and network-related issues, including call quality, call routing, and latency problems.

· Perform SIP trace analysis and packet captures to investigate and resolve call failures.

· Configure, Maintain, Optimize and monitor VoIP infrastructure, including Asterisk, FreePBX, Kamailio/ OpenSIPs or similar platforms.

· Administer and configure Session Border Controllers (SBCs), IP phones, gateways, Soft Switch and softphones.

· Implementation and Support AI-driven voice solutions (speech-to-text, voice bots, IVR automation, call analytics, NLP).

· Monitor system performance, identify bottlenecks, and ensure high availability of VoIP services.

· Coordinate with telecom vendors and ISPs for provisioning, number porting, and issue resolution.

· Maintain documentation of systems, configurations, and standard operating procedures.

· Provide mentorship to junior engineers and serve as the point of escalation for complex issues. Perform Root Cause Analysis [RCA] and document solutions.

Required Skills and Qualifications:

· 5+ years of hands-on experience in VoIP systems support and engineering.

· Strong understanding of SIP, RTP, SDP, and related protocols.

· Experience with packet analysis tools (Wireshark, tcpdump) and SIP tracing.

· Proficiency with Asterisk, FreeSWITCH, Kamailio or similar platforms.

· Expertise in Unified Communication, SIP, RTP, WebRTC, IVR design, and call flow troubleshooting.

· Proficiency in Linux administration, networking, and cloud platforms (AWS, GCP, Azure).

Preferred Qualifications:

· Hands-on experience in Unified Communication such as provisioning services and configuring call flows as per customer requirement and optimize customer engagement workflows.

· Knowledge of VoIP security best practices (TLS, SRTP, firewalls, VPN, fraud prevention).

· Scripting knowledge (Bash, Python) for automation and diagnostics.

· Exposure to AI-powered speech analytics and voice AI skills (speech recognition, text-to-

speech, voice bots, conversational AI).

Education

· Bachelor's degree in Computer Science, Electronics, Telecommunications, or related technical field.