Senior Voice Engineer

Responsible for installing, supporting, and managing the voice infrastructure components. Troubleshoot voice problems and ensure availability & performance standards

Role and Responsibilities:

Responsible for providing critical support to internal customers.

Manage and configure different unified communication and contact center platforms.

Perform troubleshooting for all voice services on different technologies.

Generate periodic health check reports for all VoIP systems.

Schedule maintenance for the voice infrastructure.

Receive inquiries from different teams regarding current or planned projects and takes appropriate action to resolve problems or plan for upgrades.

Analyze and ensure the reliability of the communications systems on a regular basis to provide the highest level of performance, availability, and security.

Establish proper technical documentation and troubleshooting procedures.

Assist in the selection and evaluation of products and vendors related to the contact center technologies.

Handle customers inquiries and/or raised issues during daily operations.

Work collaboratively with the designated teams to administer and troubleshoot voice infrastructure-related problems.

Taking part in tailoring/designing telephony platforms based on the clients requirements and specifications.

Taking part in optimizing, tuning, and applying changes to the current telephony infrastructure based on the clients requirements.

Commencing health checks on Centro s telephony infrastructure.

Taking part in the research and development process by exploring new telephony platforms.

Work with vendors and service providers to troubleshoot telephony infrastructure-related issues.

Taking part in deploying on-prem and cloud-based telephony platforms.

Requirements

B.Sc. Electrical, Communications, Computer Engineering.

3-5 years of experience in a contact center industry

Excellent command of English.

Organizing, problem-solving, and high analytical skills.

Extensive knowledge in configuring different VoIP telephony systems.

Excellent communication & documentation skills.

Familiar with VoIP and network protocols, i.e., TCP/IP, SIP, RTP, and WebRTC.

Familiar with Open-Source operating systems, i.e., Linux Ubuntu, CentOS, or RedHat.

Familiarity with Asterisk PBX is a plus.

Familiar with PHP and HTML coding.

Familiar with MySQL or MariaDB.

Familiarity with VoIP gateways and SBCs is a plus.

Good critical, analytical thinking, in addition to excellent problem-solving skills.

Ability to communicate clearly with non-technical personnel.

Excellent teamwork skills.

Eager to learn about new technologies.

Ability to take initiatives and decisions.