Manager - Voice Application Delivery

Job Purpose

We are seeking a skilled VoIP Engineer with hands-on experience in Asterisk, FusionPBX, FreeSwitch, ViCIdial, SBC configuration, and hosted contact centre environments. The ideal candidate will be responsible for configuring, delivering, and maintaining SIP trunking, contact centre, and PBX/telephony systems from both application and backend perspective.

Key Responsibilities

Contact Centre & PBX Administration

• Configure and manage users, campaigns, and leads in a hosted contact centre platform.
• Create and deploy IVR menus and call flow configurations, including audio prompts and routing logic.
• Customize and manage disposition codes, call outcomes, and agent workflows.
• Monitor and maintain contact centre platform performance and availability.

SIP Trunking & SBC Configuration

• Configure and maintain SIP trunks between Asterisk, SBCs, and third-party PBXs.
• Perform integration of SBCs with other VoIP systems (e.g., EPBX, CUCM, or hosted PBX platforms/dialler).
• Troubleshoot and debug call flow, SIP signalling, and VoIP-related customer issues.
• Monitor and ensure call quality using knowledge of VoIP protocols and network fundamentals.

Troubleshooting & Incident Resolution

• Diagnose and resolve VoIP call quality issues including jitter, latency, packet loss, and codec mismatches.
• Troubleshoot SIP signalling, RTP media path, and authentication failures.
• Perform root cause analysis (RCA) on recurring VoIP incidents and implement preventive measures.
• Coordinate with carriers and third-party vendors for SIP trunk and interconnect issue resolution.

Qualification & Experience

• Education: Bachelor's degree in computer science, Electronics, Telecommunications, or equivalent field.
• Experience:2+ years of practical experience with Asterisk / FusionPBX / FreeSwitch / VICIdial or other telephony platforms.
• Certifications (if any):CCNA-Voice or CCNP-Collaboration preferred; Relevant certifications in VoIP, Asterisk, or networking are a plus.

Required Skills & Competencies

• Technical Skills:Asterisk, FusionPBX, FreeSwitch, ViCIdial; Oracle SBC / Session Border Controllers; SIP, RTP, SRTP, WebRTC, TCP/IP, UDP; Linux CLI; IVR design and deployment; Hosted Contact Centre platforms.
• Functional Skills:SIP trunk configuration and management; Call flow design; Contact centre administration; VoIP troubleshooting; Integration with EPBX and CUCM.
• Behavioral Competencies:Analytical and systematic problem-solving; Ability to work independently and under pressure; Good documentation skills; Strong coordination with cross-functional and vendor teams.