Voice Engineer - SBC

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 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 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 (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.