Telephony Engineer (Asterisk/FreePBX Setup)

The Telephony Engineer will be responsible for setting up, configuring, and optimizing the VoIP telephony infrastructure required for the MCMC Consumer Call Centre System. This role demands expertise in Asterisk-based PBX systems, FreePBX administration, SIP trunking, IVR setup, call routing policies, and integration with CRM and reporting systems.

Key Responsibilities:

• Design and deploy Asterisk/FreePBX systems on VMWare-based environments (on-prem or cloud).
• Configure SIP trunks (e.g., Twilio, Telnyx) and integrate with MCMC's call infrastructure.
• Develop and optimize IVR flows, call queues, skill-based routing, fallback queues, and voicemail.
• Set up secure SIP communication protocols (TLS/SRTP).
• Integrate call handling with the CRM/ticketing system for call pop-up and auto-ticket creation.
• Monitor system performance and implement tuning as needed for concurrent agent load.
• Assist in security hardening of telephony components (firewall, fail2ban, IP restrictions).
• Document system configurations, call flow diagrams, and standard operating procedures.
• Perform testing and assist UAT teams with call simulation and end-to-end call flow validation.
• Support integration to MCMC's SIEM system for call log forwarding (syslog configuration).
• Provide Level 2 technical support during hypercare and go-live stabilization.

Required Skills:

• Hands-on experience with Asterisk (PJSIP, chan_sip) and FreePBX (12+ months).
• Strong knowledge of VoIP/SIP protocols, NAT traversal, and SIP security best practices.
• Experience configuring and managing SIP trunks.
• Familiarity with VMWare deployment, Linux-based PBX hosting (CentOS/Ubuntu).
• Basic networking skills (VPN, VLANs, firewall rules).
• Knowledge of call recording and monitoring features (Whisper, Barge, Record).
• Comfortable with CLI-based and GUI-based PBX administration.
• Familiarity with integrating telephony systems into CRM workflows (e.g., click-to-call, auto logging).

Preferred Skills:

• Experience with Twilio, Telnyx, or other programmable SIP providers.
• Familiarity with Azure VM setup for telephony systems (bonus).
• Prior exposure to government or enterprise-scale contact center deployments.
• Understanding of VAPT hardening practices for VoIP systems.