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).