Voice & CCaaS Services Engineer – Delivery & Implementation

This is a fully remote position, open to applicants in India, +1 more country.

📋 Description

• Implement, configure, and deploy telephony solutions for contact centers and enterprises, encompassing SIP-based voice architecture, PBX, IVR, and CCaaS platforms within customer environments.

• Design, test, and deploy scalable and secure voice solutions, converting customer requirements into detailed designs and ready-for-production deployments.

• Manage implementation workstreams across various projects, collaborating with internal teams and clients during the build, testing, and user acceptance stages.

• Provide expert troubleshooting and incident support for operational voice platforms, including root cause analysis and resolution of SIP and media-related challenges.

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

• Configure and support integrations between contact center platforms and enterprise systems such as CRM, identity services (SSO/AD), and related tools, focusing primarily on system and configuration levels.

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

• Analyze and comprehend scripts and automation tools 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 the routing and management of audio streams for AI-driven applications.

• Keep abreast of advancements in voice, CCaaS, and WebRTC technologies, actively learning and integrating new strategies to enhance delivery speed and quality.

⛳️ Requirements

• Extensive 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 strong focus on implementation, deployment, and production environments.

• Practical knowledge of at least one major contact center or CCaaS platform, such as Avaya, Genesys, Cisco, or Amazon Connect.

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

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

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

• Strong experience with Linux-based systems and voice platforms such as FreeSWITCH, Asterisk, or similar is advantageous for this position.

• Ability to read, understand, and reason about Python or similar scripts utilized 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-oriented 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