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.