VoIP Operations Engineer; Mid-Level

Overview

VoIP Operations Engineer:
We are seeking a VoIP Operations Engineer with hands-on production experience to help operate and scale a carrier-grade voice platform. You will work directly with Free SWITCH, Kamailio, SIP carriers and cloud infrastructure, owning troubleshooting, reliability and operational excellence. This role combines deep technical work, incident response and clear communication. You will be trusted not only to fix issues, but to explain them clearly and with evidence to internal teams.

Experience: 2+ Years Hands-on VoIP/Telecom/Voice Infrastructure experience, production exposure to Free SWITCH and/or Kamailio and operating real-time systems in Linux environments

Location: Remote working EST hours

Type: Full-time

Reports to: Operations Lead

Team: Voice Infrastructure/Operations

VoIP & Telecom - You should be comfortable independently debugging:

• Free SWITCH
• Dialplans, gateways, SIP profiles
• Codec negotiation, NAT handling
• Log analysis and call failure diagnosis

• Kamailio
• SIP routing logic
• Dispatcher/load balancing
• Acting as a SIP proxy in front of media servers

• SIP Signaling
• Full call flows (INVITE→BYE)
• Re-INVITEs, CANCELs, SIP error handling (4xx/5xx)

• SIP Tracing
• sngrep, ngrep, packet captures, HOMER
• Correlating multi-leg calls and Call-IDs

• RTP & media
• RTP negotiation and flow
• SDP analysis, codec mismatches
• One-way/no-audio troubleshooting

• Telco layer
• Origination vs termination
• DIDs, carriers, SBCs, SIP interconnects
• Voice KPIs (ASR, ACD, PDD, MOS)

• Networking
• Comfortable with wireshark
• Able to find and identify network issues

Cloud & Automation

• AWS: EC2, security groups, basic VPC/networking
• Terraform: modify and maintain existing modules
• Ansible: configuration management and provisioning

• Containers and Delivery
• Docker: containerized services networking, volumes
• CI/CD:
  Git Hub Actions, Git Lab CI or similar
• (build → deploy → rollback understanding)

• Observability & Capacity
• Monitoring & Alerting
• Prometheus, Grafana, Cloud Watch, or equivalents
• Responding to alerts and troubleshooting in real time

• Infrastructure dimensioning
• CPU, memory, disk, network sizing
• Capacity planning for growth and peak traffic

• Configuration Management
• Deep familiarity with configuration management tools (Ansible, Terraform) not only for infrastructure but also for service deployment and maintenance of core applications (e.g., Free SWITCH, Kamailio, web servers like Apache/Nginx).

• Linux & Operations (Must be Very Comfortable)
• Strong Linux command-line skills
• Reading and analyzing logs
• Network and system-level troubleshooting
• Comfortable operating on production systems
• Automation and Scripting:
  Proficiency in at least one common scripting language (Python, Bash) for automating repetitive tasks, analyzing data, and performing system-level operations

• Operate and support a live VoIP platform
• Respond to alerts and troubleshoot incidents
• Debug SIP/RTP issues and call quality problems
• Participate in a light on-call rotation
• Work with carriers and vendors during incidents
• Improve monitoring, alerting and automation
• Support account executives with clear technical explanations
• Contribute to scaling and architecture decisions
• Identify cost-saving opportunities based on resource utilization

• Participation in a light, shared on-call rotation
• Alerts are infrequent and actionable
• Focused on: call failures, Media RTP issues, carrier connectivity, initial triage, troubleshooting and escalation, no constant paging and no noisy or consumer-scale alerting
• We run real-time systems, so on-call exists, but it is intentionally kept sane, meaningful and sustainable

• Work closely with Account Executives during incidents or escalations
• Clearly determine and explain the following:
• When an issue is on our side
• When it is carrier side
• When it is external or customer-side
• Provide evidence-based explanations: SIP traces, logs, metrics
• Must enable AEs to communicate accurately and confidently with customers

• Strong written and verbal communication skills
• Ability to explain complex technical issues clearly and calmly
• Comfortable presenting conclusions backed by data
• Understands the difference between: facts, assumptions and hypotheses
• Clear and professional communication during incidents

• Homer/HEP
• Redis or message queues
• Bash or Python scripting
• STIR/SHAKEN, fraud detection or call analytics
• Strong proficiency in Python for systems automation, tooling and data analysis
• Advanced Bash/Shell scripting skills for routine operations and troubleshooting