Voice Operations Engineer – 24×7 Customer Support
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Job Description
Structured overview of role & requirementsAbout This Role
Provide 24x7 operational support for Voice Gateway, telephony, SIP, RTP, SBC, and contact-center environments across global regions.
Monitor voice infrastructure health, troubleshoot real-time voice and telephony issues including call failures, registration, routing, and media connectivity using tools such as Homer, Grafana, and packet captures.
Communicate clearly with customers during incidents, manage escalations and collaborate with cross-functional teams for issue resolution and platform reliability improvements.
Minimum Requirements
3–5 years experience in Voice Operations, NOC, Technical Support, Network or Telecom Operations.
Strong knowledge of voice and telephony protocols: SIP, RTP/RTCP, SDP, DTMF, codecs, NAT traversal, SIP signaling flows.
Hands-on troubleshooting experience with voice issues including call setup failures, drops, one-way/no audio, SIP registration failures, and connectivity problems.
Working knowledge of Linux administration, networking fundamentals (TCP/IP, UDP, DNS, NAT, routing, firewalls), and monitoring tools like Homer, Grafana, Prometheus or equivalent.
Ideal Candidate Profile
Experienced in supporting global enterprise customers in a 24x7 rotational shift environment with incident triage and management skills.
Skilled at analyzing complex SIP signaling and RTP media flows to identify root causes and articulate clear customer-facing problem statements.
Collaborative operator comfortable working with Engineering, DevOps, Product, and external vendors to drive issues to closure and improve platform reliability.