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.