Cloud Support & DevOPS Engineer

Kore.ai is a globally recognized leader in the conversational and generative AI space helping enterprises deliver extraordinary experiences for their customers, employees, and contact center agents. Kore.ai’s goal is to empower businesses with effective, simple and responsible AI solutions that create engaging interactions. sectors serving over 100M of consumers and 500,000+ employees worldwide. With billions of interactions automated using our AI-powered technology, we have been able to save over $500M for these companies.

Kore.ai is one of the fastest growing AI companies globally. We are recognized as a leader by the leading technology and industry analysts like Gartner, Forrester, IDC, ISG, Everest, and others.

Founded in 2014 by serial successful entrepreneur, Raj Koneru, Kore.ai supports customers globally across offices in Orlando, Hyderabad, New York, London, Germany, Dubai Frankfurt, Tokyo and Seoul.

We’re reshaping the way companies harness the power of AI, simplifying and enhancing accessibility. Work alongside some of the brightest minds in the industry to pioneer safe, reliable solutions. Join the Kore.ai team and help companies of all sizes simplify the adoption of advanced AI solutions responsibly.

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 be responsible for the design, deployment, and ongoing maintenance of enterprise-grade Voice over IP systems that power conversational AI experiences for our global customer base. You will operate at the intersection of cloud infrastructure, real-time communications protocols, and Dev Ops automation — ensuring high availability, performance, and security across multi-cloud environments.

• 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.
• 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 PostgreSQL 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…