Updated : Senior Voice Operations Engineer – 24×7 Customer Support

About the role

We are seeking a skilled and customer-focused Voice Operations Engineer to join our 24×7 Voice Gateway Operations team. The role will support enterprise customers, troubleshoot real-time voice and telephony issues, monitor production environments, and ensure timely resolution of incidents across global regions.

What you'll do

• Provide 24×7 operational support for Voice Gateway, telephony, SIP, RTP, SBC, and
• Monitor voice infrastructure, call quality, service availability, traffic patterns, and system health
• Troubleshoot issues related to call failures, call drops, one-way audio, no audio, DTMF, codec negotiation, SIP registration, routing, and media connectivity
• Analyze SIP signaling and RTP media flows to identify the root cause of customer-
• Use tools such as Homer, Grafana, VoIP monitoring platforms, logs, traces, dashboards, and packet captures for troubleshooting

What you need

• 6–11 yrs of experience
• Customer service
• Linux
• Grafana
• Firewalls
• Elasticsearch
• TCP/IP
• MCA or B.Sc or B.Tech or B.E. or BCA

Good to have

• Customer success
• AWS
• GCP
• ITIL
• ACLS
• Telecom