Voice Operations Engineer 24 7 Customer Support

Voice Operations Engineer – 24×7 Customer Support

About the Role

• We are seeking a skilled and customer-focused Voice Operations Engineer to join our 24×7 Voice Gateway Operations team.
• The role will support enterprise customers, troubleshoot real-time voice and telephony issues, monitor production environments, and ensure timely resolution of incidents across global regions.
• The ideal candidate will have strong knowledge of voice protocols, networking, Linux
• administration, monitoring tools, and excellent customer communication skills. The ability to remain calm under pressure, ask the right diagnostic questions, and clearly articulate technical findings is essential.

Key Responsibilities

• Provide 24×7 operational support for Voice Gateway, telephony, SIP, RTP, SBC, and
• contact-centre environments.
• Monitor voice infrastructure, call quality, service availability, traffic patterns, and system health.
• Troubleshoot issues related to call failures, call drops, one-way audio, no audio, DTMF, codec negotiation, SIP registration, routing, and media connectivity.
• Analyse SIP signalling and RTP media flows to identify the root cause of customer-
• impacting issues.
• Use tools such as Homer, Grafana, VoIP monitoring platforms, logs, traces, dashboards, and packet captures for troubleshooting.
• Investigate network, firewall, DNS, NAT, routing, port-access, and connectivity-related issues.
• Work with customers to collect call IDs, timestamps, SIP traces, source IPs, network
• details, recordings, and other relevant diagnostic information.
• Communicate clearly with customers during incidents, explain the problem statement, provide regular updates, and set appropriate expectations.
• Collaborate with Engineering, DevOps, QA, Product, carriers, SBC teams, and third-
• party vendors to drive issues to closure.
• Perform initial incident triage, impact assessment, escalation, and follow-up based on defined SLAs.
• Maintain accurate incident records, troubleshooting notes, root-cause analysis, and
• customer communication history.
• Support production deployments, configuration changes, service restarts, feature
• enablement, and post-change validation.
• Identify recurring issues and recommend preventive actions to improve platform reliability and customer experience.
• Participate in shift rotations, weekend coverage, incident bridges, and major customer escalations.

Required Qualifications

3–5 years of experience in Voice Operations, NOC, Technical Support, Network Operations, Telecom Operations, or a related role.

Strong understanding of voice and telephony protocols, including:

• SIP
• RTP/RTCP
• SDP
• SIP REGISTER, INVITE, ACK, BYE, CANCEL, REFER, and 200 OK flows
• DTMF, codecs, NAT traversal, and media negotiation

Hands-on experience troubleshooting voice issues such as:

• Call setup failures
• Call drops and mid-call disconnects
• One-way or no audio
• Audio quality issues
• SIP registration failures
• DTMF failures
• Transfer and routing issues
• Carrier or SBC connectivity problems
• Good knowledge of networking fundamentals, including TCP/IP, UDP, DNS, NAT,
• routing, firewalls, ACLs, TLS, and port connectivity.
• Working knowledge of Linux administration, commands, services, logs, processes,
• networking, and basic performance troubleshooting.

Experience with monitoring and observability tools such as:

• Homer
• Grafana
• VoIP monitoring platforms
• Prometheus, Datadog, ELK/OpenSearch, or equivalent tools
• Ability to analyze logs, SIP traces, packet captures, and call-flow data.
• Strong problem-solving, debugging, and incident-management skills.
• Excellent verbal and written communication skills.
• Ability to clearly explain technical issues, findings, impact, and next steps to customers and internal stakeholders.

Preferred Qualifications

• Experience working with SBCs, SIP carriers, cloud telephony, contact-center platforms, or CPaaS solutions.
• Familiarity with FreeSWITCH, Asterisk, RTP engines, AudioCodes, Twilio, or similar
• voice technologies.
• Experience using Wireshark, tcpdump, sngrep, SIPp, or similar troubleshooting tools.
• Exposure to AWS, GCP, or other cloud environments.
• Knowledge of call-quality metrics such as MOS, jitter, latency, packet loss, and packet-delay variation.
• Experience supporting global enterprise customers in a managed services or SaaS
• environment.
• ITIL certification or experience with structured incident and problem-management

processes.

Key Attributes

• Customer-focused and committed to timely issue resolution.
• Calm, composed, and effective during high-pressure incidents.
• Strong listener who can ask precise and relevant diagnostic questions.
• Able to convert complex technical findings into a clear customer-facing problem
• statement.
• Fast learner with the ability to adapt to new tools, technologies, and customer
• environments.
• Self-driven and accountable, with strong ownership of assigned incidents.
• Collaborative team player who works effectively across Engineering, DevOps, Product,and Customer Success.
• Flexible and comfortable working in a 24×7 rotational shift environment.
• Proactive in identifying recurring problems and improving operational processes.

Work Schedule

This role requires participation in a 24×7 rotational shift model, including night shifts,

weekends, and public holidays as part of the operations support schedule.

EDUCATION QUALIFICATION: Bachelor's degree in Computer Science, Information Technology, or a related field(MCA).