Senior IP Telephony Engineer
Location:
About The Pathway Group
Pathway Communications has been a pioneer in IT Managed Services. Starting out as one of the first ISPs in Canada in 1995, we are now a leading Canadian technology management firm with a global reach. Our clients rely on us as their sole source for high-quality IT solutions from hybrid cloud services to service desk, telephony and security. We were the first company in Canada to construct a Tier III certified data center and maintain a complete set of certifications including SOC 2 Type II, PCI, and ISO 27001. Pathway Communications employs over 120 trained and qualified staff across four offices in Canada and overseas and continues to grow rapidly.
NetPulse Services is a subsidiary of Pathway Communications. We are growing rapidly and looking to hire an experienced and highly skilled Senior IP Telephony Engineer to join our global team in Pune, India.
The Senior IP Telephony Engineer will design, implement, maintain, and troubleshoot modern unified communications and telephony platforms (on-prem and cloud), with a strong focus on Zoom Phone / Zoom Contact Center, Microsoft Teams Phone, and SIP-based VoIP solutions in a multi-tenant MSP environment.
Key Areas of Responsibility
Design, Implementation & Architecture
- Design and implement VoIP and unified communications solutions, including:
- Zoom Phone / Zoom Contact Center
- Microsoft Teams Phone (Calling Plans, Direct Routing, Operator Connect)
- On-prem or hosted IP-PBX and SBC platforms where applicable.
- Lead telephony migration projects (e.g., from legacy PBX / PRI to SIP/Cloud telephony, from other platforms to Zoom/Teams).
- Design and optimize call flows, auto attendants, hunt groups, queues, voicemail, IVR, and contact center routing.
- Work closely with network teams to ensure proper QoS, bandwidth planning, and end-to-end voice quality.
Operations, Support & Troubleshooting
- Serve as Tier 2/3 escalation point for complex telephony and UC incidents affecting internal and customer environments.
- Monitor, maintain, and troubleshoot:
- SIP trunks, SBCs, and carrier interconnects.
- Zoom and Teams voice workloads, including devices, policies, and dial plans.
- Customer IP-PBX instances and voice gateways as needed.
- Perform in-depth troubleshooting using SIP traces, logs, and monitoring tools to identify and resolve call quality, registration, and signaling issues.
- Execute moves, adds, and changes (MACD) for users, numbers, call flows, and devices across multiple customer tenants.
- Maintain and test telephony backup, DR and failover strategies, including call-routing contingency plans.
Customer Engagement & Delivery
- Work directly with customers and internal stakeholders to:
- Gather requirements and translate them into technical designs and implementation plans.
- Recommend best practices on Zoom, Teams, and overall UC strategy.
- Provide input into proposals, SOWs, and project plans from a telephony perspective.
- Participate in customer onboarding, platform cutovers, and post-implementation reviews.
- Coordinate with carriers and external vendors on provisioning, number porting, and incident resolution.
Documentation, Governance & Continuous Improvement
- Create and maintain technical and procedural documentation for internal and customer environments (high-level designs, low-level configs, runbooks).
- Maintain accurate inventory of telephony-related devices, numbers, licenses, and services.
- Contribute to the standardization and automation of telephony deployment and management processes (e.g., templates, scripts, configuration baselines).
- Mentor and provide guidance to junior telephony engineers and service desk staff.
On-Call & After-Hours
- Participate in a regular on-call rotation to support 24x7 operations.
- Work after hours and weekends as required for maintenance windows, cutovers, and high-priority incidents.
- Respond to emergency calls/pages/emails in a timely fashion, including after hours.
Qualifications
Education & Experience
- Bachelors degree in Telecommunications, Computer Science, or related field; or equivalent combination of education and experience.
- 5+ years of hands-on experience delivering and supporting telephony/UC solutions in a service provider, MSP, or enterprise environment.
- Proven experience leading or playing a key role in telephony migration and implementation projects.
Technical Skills – Must Have
- Strong hands-on experience with modern UC/telephony platforms, including:
- Zoom Phone and/or Zoom Contact Center
- Microsoft Teams Phone (voice routing, dial plans, policies, devices).
- Solid understanding of SIP, RTP, VoIP fundamentals, codecs, QoS, NAT traversal, and SBC concepts.
- Experience with SIP trunking, number management, and integration with carriers.
- Working knowledge of telecom network infrastructure (toll-free numbers, local & long-distance services, routing, QoS, etc.).
- Strong experience managing and troubleshooting IP-PBXs and UC platforms (e.g., Cisco, Avaya, Mitel, or similar), with a focus on integration into modern cloud platforms.
- Good understanding of LAN/WAN networking, VLANs, DHCP, DNS, firewall rules, and how they impact voice traffic.
- Comfortable with Microsoft 365 ecosystem, Azure AD, and administration of Teams and related services.
- Experience with modern Windows Server (2016/2019/2022) and Windows 10/11 operating systems; basic familiarity with Linux/Unix.
Nice to Have / Preferred
- Experience with:
- Contact center technologies (Zoom Contact Center, other CCaaS platforms).
- SBC platforms (e.g., AudioCodes, Ribbon, Oracle, etc.).
- CPaaS providers (e.g., Twilio, Telnyx) for custom integrations.
- Exposure to monitoring and logging tools for voice and network (e.g., MOS/QoE monitoring, syslog, SNMP-based tools).
- Certifications related to UC/telephony (e.g., Zoom certifications, Microsoft Teams Voice, vendor telephony certs) are an asset.
Soft Skills & Other Requirements
- Strong written and verbal communication skills, with the ability to effectively interact with customers, peers, and senior leadership.
- Demonstrated ability to balance multiple priorities and adapt to changing business needs while meeting deadlines.
- Proven problem-solving and analytical skills, with a structured approach to troubleshooting.
- Ability to work independently with minimal supervision as well as collaboratively within a global team.
- Willingness to work flexible hours and participate in on-call rotations.
