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-center 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.

·       Analyze SIP signaling 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 reliabilityand 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).