Cloud Support & DevOPS Engineer

Kore.ai is seeking an experienced Cloud Support & Dev Ops Engineer specializing in VoIP/SIP to join our Voice Operations & Support team. In this role, you will design, deploy, and maintain enterprise‑grade Voice over IP systems that power conversational AI experiences for our global customer base.

Irving, TX (onsite, in‑person)

• Design, deploy, and maintain VoIP infrastructure using Free SWITCH, RTPengine, Asterisk, FreePBX, Vicidial, and IVR platforms.
• Configure Free SWITCH for new product deployments and enterprise customer onboarding.
• Ensure high availability, reliability, and horizontal scalability of VoIP services.
• Manage PRI Cards, PRI Gateways, Analog Gateways, and PSTN connectivity.
• Deploy and manage VoIP systems across AWS, Azure, and GCP; optimize cloud resources for cost and performance.
• Administer Kubernetes clusters (EKS, AKS, GKE) hosting VoIP microservices.
• Build and maintain CI/CD pipelines using Jenkins and Ansible for automated deployments.
• Author and maintain Shell scripts for operational automation and runbook execution.
• Administer Linux servers hosting VoIP services; monitor system performance and optimize configurations.
• Troubleshoot OS‑level issues impacting voice quality, latency, and reliability.
• Apply OS hardening practices and maintain patch compliance.
• Apply deep knowledge of SIP and RTP protocols to diagnose and resolve call quality, signaling, and media path issues.
• Use Wireshark and Tcpdump for packet‑level network analysis and root cause investigation.
• Investigate and resolve SIP call failures, codec mismatches, NAT traversal issues, and RTP stream anomalies.
• Support MySQL and Postgre
  
  SQL databases used by VoIP platforms for configuration, call records, and session data.
• Perform query optimization, backups, and schema management as needed.
• Implement and maintain security measures to protect VoIP systems from fraud, toll fraud, and DDoS threats.
• Ensure compliance with industry standards and enterprise security policies.
• Support FedRAMP and SOC 2 compliance requirements as applicable to voice infrastructure.
• Provide on‑call support for voice infrastructure incidents, including weekend and after‑hours response.
• Drive timely root‑cause analysis and post‑incident reviews for voice platform outages.
• Maintain operational runbooks and escalation procedures.
• Partner with Platform Engineering, Release Management, Info Sec, and enterprise customer teams.
• Communicate incident status, risk, and resolution timelines clearly to technical and non‑technical stakeholders.

• Minimum 10+ years of hands‑on experience as a VoIP Systems Engineer or equivalent role.
• Proven expertise with Free SWITCH—configuration, dialplan design, and new deployment setup.
• Proficiency with Asterisk, FreePBX, Vicidial, and IVR platform administration.
• Deep understanding of SIP and RTP protocols; experience with signaling flow analysis.
• Strong Linux system administration skills (RHEL/CentOS/Ubuntu).
• Hands‑on experience with AWS, Azure, and/or GCP for cloud‑hosted VoIP deployments.
• Working knowledge of Kubernetes (EKS, AKS, GKE).
• Proficiency with Wireshark and Tcpdump for network packet capture and analysis.
• Experience with Ansible and Jenkins for configuration management and CI/CD.
• Shell scripting proficiency for operational automation.
• Familiarity with MySQL and Postgre
  
  SQL databases.
• Experience configuring PRI Cards, PRI Gateways, Analog Gateways, and PSTN connectivity.
• Willingness to work outside core hours to address emergencies, including weekends.
• Citizenship Requirement:
  Applicants must be U.S. citizens. This position requires access to federal systems subject to federal compliance regulations; non‑citizens are not eligible.
• Compliance and Clearance Requirements:
  Must pass a background investigation and federal suitability determination prior to starting. Must comply with all federal information security and privacy policies.

• AWS or Google Cloud Professional certification.
• Experience with RTPengine for media proxying in high‑volume environments.
• Familiarity with Kore.ai's XO Platform or other enterprise conversational AI platforms.
• Experience with VoIP security hardening (SIP firewalls, TLS/SRTP, fraud detection).
• Knowledge of FedRAMP compliance requirements as they pertain to voice infrastructure.
• Experience deploying enterprise Dialer or IVR applications at scale.

• Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent practical experience) required.

Note:

This is an in‑person, onsite role at our customer location.

Depending on specific professional experience and geographical location of individuals, the salary for this position ranges from $150,000 to $160,000. Additional wage/bonus/commission and benefit details will be shared during the formal interview process for this full‑time employment opportunity.