Voice & CCaaS Services Engineer – Delivery & Implementation

This is a fully remote position, open to applicants in India.

📋 Description

• Deliver, configure, and deploy contact center and enterprise telephony solutions, encompassing SIP-based voice architecture, PBX, IVR, and CCaaS platforms within customer environments.

• Design, test, and execute scalable and secure voice solutions, converting customer needs into detailed designs and production-ready implementations.

• Oversee implementation workstreams across various projects, collaborating with internal teams and clients throughout the build, testing, and user acceptance phases.

• Provide advanced troubleshooting and incident support for production voice platforms, including conducting root cause analysis and resolving SIP and media-related issues.

• Serve as a subject matter expert on SIP servers, SIP trunking, telco interconnects, and carrier connectivity within both customer and internal platforms.

• Configure and support integrations between contact center platforms and enterprise systems like CRM, identity services (SSO/AD), and relevant tooling, primarily at the system and configuration level.

• Assist and troubleshoot browser-based communication scenarios, including WebRTC signaling, media flow, and real-time voice delivery.

• Read, comprehend, and analyze scripts and automation utilized by engineering teams to enhance delivery, troubleshooting, and operational efficiency.

• Collaborate closely with other Services Engineers, platform engineers, and AI teams to facilitate end-to-end delivery, including routing and managing audio streams for AI-driven applications.

• Stay updated on advancements in voice, CCaaS, and WebRTC technologies, actively learning and applying new strategies to enhance delivery speed and quality.

⛳️ Requirements

• Strong hands-on experience with SIP servers and SIP-based voice architecture, including SIP trunking, telco interconnects, and carrier connectivity.

• Over 5 years of practical experience in services engineering, voice engineering, or contact center solution delivery, with a significant focus on implementation, deployment, and production environments.

• Practical experience with at least one prominent contact center or CCaaS platform such as Avaya, Genesys, Cisco, or Amazon Connect.

• Proven capability to troubleshoot complex voice and media issues in production environments at L3 level.

• Hands-on familiarity with WebRTC concepts and the capacity to discuss and resolve browser-based real-time communications.

• Experience in delivering PBX and IVR solutions as part of contact center or enterprise voice implementations.

• Solid experience with Linux-based systems and voice platforms like FreeSWITCH, Asterisk, or similar is advantageous for this role.

• Ability to read, understand, and analyze Python or similar scripts used for automation, diagnostics, or integration support.

• Experience in supporting system-level integrations with enterprise platforms such as CRM or client systems, primarily through configuration and coordination rather than custom application development.

• A proactive, ownership-driven approach to work, demonstrating a willingness to learn new technologies and enhance delivery outcomes.

🏝️ Benefits

• Training and Development

• Discretionary Yearly Bonus & Salary Review

• Healthcare Coverage based on location

• 20 days Paid Annual Leave (15 days for Malaysia based roles), plus other leave allowances