Role Summary:
We are looking for a skilled Voice Engineer with hands-on expertise in SIP/VoIP infrastructure, Oracle Session Border Controllers, and cloud contact centre platforms. You will be responsible for the day-to-day configuration, troubleshooting, and support of enterprise voice systems, ensuring high call quality and platform availability across SBC and CCaaS environments.
Key Responsibilities:
(A) Voice & SIP Engineering
- Configure, maintain, and troubleshoot SIP trunks, RTP media paths, and VoIP infrastructure in line with SIP RFC standards.
- Diagnose and resolve call failures, one-way audio, DTMF issues, codec mismatches, and SIP timer problems using packet capture tools (Wireshark, Sniffer).
- Perform Oracle SBC configuration, including dial plan setup, routing policies, and HA failover testing.
- Monitor and troubleshoot call quality issues — jitter, latency, packet loss, and MOS score degradation.
- Manage inbound and outbound call routing, DID mapping, and trunk configuration.
(B) CCaaS Platform Support
- Support day-to-day operations of CCaaS platforms such as Ishan CX Connect / Genesys Cloud.
- Configure and maintain IVR flows, ACD queues, agent profiles, and call routing logic.
- Troubleshoot call disconnects, short-duration calls, agent login failures, and voice path issues.
- Assist with CTI integration support between CCaaS platforms and CRM tools like Salesforce.
- Maintain data actions, architect flows, and DID assignments within the contact centre platform.
(C) Incident & Change Management
- Respond to and resolve L2/L3 voice incidents within defined SLA timelines.
- Perform root cause analysis (RCA) and document findings for recurring issues.
- Execute change requests for voice infrastructure with proper testing and rollback plans.
- Participate in on-call rotation for voice platform support.
(D) Documentation & Collaboration
- Maintain accurate technical documentation — network diagrams, dial plans, SBC configs, and runbooks.
- Collaborate with network, UC, and contact centre teams on cross-functional issues.
- Work with vendors and carriers on fault resolution and circuit provisioning.
Required Skills:
- Solid understanding of SIP, RTP, SDP, DTMF, and VoIP protocols.
- Hands-on experience with Oracle SBC (Acme Packet) — configuration and troubleshooting.
- Working knowledge of CCaaS platforms (Genesys Cloud, Avaya, or equivalent).
- Proficiency in reading and analysing SIP traces and packet captures.
- Familiarity with IVR/ACD design, call flow logic, and routing configuration.
- Basic understanding of IP networking — QoS, VLANs, firewalls as they relate to voice traffic.
Good to Have:
- Exposure to CTI/CRM integrations (Salesforce Service Cloud).
- Experience with cloud telephony or SIP carrier environments.
- Knowledge of WebRTC or Microsoft Teams Direct Routing.
Qualifications
- Bachelor's degree in Engineering, Computer Science, or Telecommunications.
- 3–6 years of hands-on voice/UC engineering experience.
- Relevant certifications (Oracle SBC, Genesys, CCNP Collaboration) are a plus.
- The key shifts here are: execution over strategy, hands-on configuration over oversight, incident response over governance, and individual delivery over team management.
