Senior Voip Engineer

Role & responsibilities:

VOIP / SBC - Network Specialist Profile: Contact Centre [NBFC]

VOIP [SIP] & Network Support Specialist

This role operates at the intersection of network engineering and SIP protocol management, requiring deep expertise in Session Border Controllers (SBCs), advanced SIP troubleshooting, and packet-level diagnostics to support a fast-paced, external contact centre environment.

CORE EXPERTISE REQUIREMENTS

Advanced SIP Protocol & VoIP Analysis

A] SIP Administration:

Provide expert-level administration, operation, and trouble diagnosis for SIP signalling stacks and communication gateways.

B] Complex Troubleshooting:

Diagnose and resolve complex SIP signalling failures (e.g., 4xx/5xx response codes, call setup issues, one-way audio).

C] VOIP Analysis:

Troubleshoot and fix voice quality problems using objective metrics, including MOS, Jitter, and Packet Loss. Familiarity with standard VoIP codecs (G.711, G.729) is a plus.

Session Border Controller (SBC) Mastery

A] Configuration & Maintenance:

Configure, maintain, and troubleshoot enterprise-grade SBCs, the primary control point for SIP sessions.

B] Security Implementation:

Implement robust security policies on the SBC to protect against toll fraud, Denial of Service (DoS) attacks, and unauthorized access.

C] Interoperability:

Apply complex SIP header manipulation and normalization rules to ensure seamless interworking and interoperability between disparate carrier and internal contact centre platforms.

Network Diagnostics & Security

A] Packet Analysis (Wireshark):

Capture, analyse and troubleshoot SIP header detail using packet analysis tools (Wireshark) for rapid Root Cause Analysis (RCA).

B] MPLS & QoS Maintenance:

Apply a solid understanding of MPLS architecture and Traffic Engineering (TE) principles to diagnose latency, congestion, and path-related issues affecting media Quality of Service (QoS).

C] Firewall & NAT:

Troubleshoot and resolve firewall and network security issues impacting real-time SIP communications. Configure and manage NAT rules and ACLs to ensure proper SIP and RTP traffic traversal while minimizing the attack surface.

Essential Qualifications & Experience

Category

Requirement

Experience

Minimum 7-8 years of specialized experience in a SIP/Unified Communications support or engineering role, preferably within a Managed Service Provider (MSP) or external call centre environment.

Education

Bachelors Degree [ Computer Science / Information Technology / Equivalent ]

Technical

AudioCodes

Communication

Demonstrated effective communication skills, including the ability to avoid technical jargon and use positive language when managing difficult external customers and setting client expectations.

EXPLAINATION OF ROLE: