Unified Communications Engineer

Role Summary: We are looking for a skilled Voice Engineer with hands-on expertise in SIP/VoIP infrastructure, Oracle Session Border Controllers, and cloud contact centre platforms. You will be responsible for the day-to-day configuration, troubleshooting, and support of enterprise voice systems, ensuring high call quality and platform availability across SBC and CCaaS environments. Key Responsibilities: (A) Voice & SIP Engineering - Configure, maintain, and troubleshoot SIP trunks, RTP media paths, and VoIP infrastructure in line with SIP RFC standards. - Diagnose and resolve call failures, one-way audio, DTMF issues, codec mismatches, and SIP timer problems using packet capture tools (Wireshark, Sniffer). - Perform SBC configuration, including dial plan setup, routing policies, and HA failover testing. - Monitor and troubleshoot call quality issues jitter, latency, packet loss, and MOS score degradation. - Manage inbound and outbound call routing, DID mapping, and trunk configuration. (B) CCaaS Platform Support - Support day-to-day operations of CCaaS platforms such as Ishan CX Connect / Genesys Cloud. - Configure and maintain IVR flows, ACD queues, agent profiles, and call routing logic. - Troubleshoot call disconnects, short-duration calls, agent login failures, and voice path issues. - Assist with CTI integration support between CCaaS platforms and CRM tools like Salesforce. - Maintain data actions, architect flows, and DID assignments within the contact centre platform. (C) Incident & Change Management - Respond to and resolve L2/L3 voice incidents within defined SLA timelines. - Perform root cause analysis (RCA) and document findings for recurring issues. - Execute change requests for voice infrastructure with proper testing and rollback plans. - Participate in on-call rotation for voice platform support. (D) Documentation & Collaboration - Maintain accurate technical documentation network diagrams, dial plans, SBC configs, and runbooks. - Collaborate with network, UC, and contact centre teams on cross-functional issues. - Work with vendors and carriers on fault resolution and circuit provisioning. Required Skills: - Solid understanding of SIP, RTP, SDP, DTMF, and VoIP protocols. - Hands-on experience with SBC (Acme Packet) configuration and troubleshooting. - Working knowledge of CCaaS platforms (Genesys Cloud, Avaya, or equivalent). - Proficiency in reading and analysing SIP traces and packet captures. - Familiarity with IVR/ACD design, call flow logic, and routing configuration. - Basic understanding of IP networking QoS, VLANs, firewalls as they relate to voice traffic. Good to Have: - Exposure to CTI/CRM integrations (Salesforce Service Cloud). - Experience with cloud telephony or SIP carrier environments. - Knowledge of WebRTC or Microsoft Teams Direct Routing. Qualifications - Bachelor's degree in Engineering, Computer Science, or Telecommunications. - 36 years of hands-on voice/UC engineering experience. - Relevant certifications (SBC, Genesys, CCNP Collaboration) are a plus. - The key shifts here are: execution over strategy, hands-on configuration over oversight, incident response over governance, and individual delivery over team management. Role Summary: We are looking for a skilled Voice Engineer with hands-on expertise in SIP/VoIP infrastructure, Oracle Session Border Controllers, and cloud contact centre platforms. You will be responsible for the day-to-day configuration, troubleshooting, and support of enterprise voice systems, ensuring high call quality and platform availability across SBC and CCaaS environments. Key Responsibilities: (A) Voice & SIP Engineering - Configure, maintain, and troubleshoot SIP trunks, RTP media paths, and VoIP infrastructure in line with SIP RFC standards. - Diagnose and resolve call failures, one-way audio, DTMF issues, codec mismatches, and SIP timer problems using packet capture tools (Wireshark, Sniffer). - Perform SBC configuration, including dial plan setup, routing policies, and HA failover testing. - Monitor and troubleshoot call quality issues jitter, latency, packet loss, and MOS score degradation. - Manage inbound and outbound call routing, DID mapping, and trunk configuration. (B) CCaaS Platform Support - Support day-to-day operations of CCaaS platforms such as Ishan CX Connect / Genesys Cloud. - Configure and maintain IVR flows, ACD queues, agent profiles, and call routing logic. - Troubleshoot call disconnects, short-duration calls, agent login failures, and voice path issues. - Assist with CTI integration support between CCaaS platforms and CRM tools like Salesforce. - Maintain data actions, architect flows, and DID assignments within the contact centre platform. (C) Incident & Change Management - Respond to and resolve L2/L3 voice incidents within defined SLA timelines. - Perform root cause analysis (RCA) and document findings for recurring issues. - Execute change requests for voice infrastructure with proper testing and rollbac