POSITION OVERVIEW
We are seeking a skilled Network Engineer specialising in Voice to design, implement, and support our enterprise voice and contact centre infrastructure. This role focuses on two primary platforms Voicerra (cloud-hosted voice and UCaaS) and Amazon Connect (AWS-native cloud contact centre) alongside core SIP/VoIP architecture, call routing, and voice quality engineering. The ideal candidate understands both the network-layer foundations of enterprise telephony and the application-layer complexity of cloud CCaaS platforms, and can bridge the gap between UC engineering, CX operations, and cloud infrastructure teams.

PRIMARY PLATFORM PILLARS

Voicerra
Cloud UCaaS & Voice Platform

- SIP trunk provisioning
- DID / number management
- Call routing & dial plans
- Voicerra admin portal
- Voicemail & auto-attendant
- API & webhook integration
Amazon Connect
AWS Cloud Contact Centre
- Instance & queue configuration
- Contact flow / IVR design
- Lambda & Lex integration
- Real-time & historical reports
- Agent workspace setup
- CRM (Salesforce) integration
Voice Network
SIP / VoIP / QoS Foundation
- SIP trunk design & management
- H.323 / MGCP fundamentals
- WebRTC gateway configuration
- QoS / DSCP marking & queuing
- LAN/WAN voice optimisation
- SRTP / TLS voice security
HOW SUCCESS IS MEASURED
> 99.9%
Voice platform availability SLA
One-way voice latency (LAN/WAN) MOS > 4.0
Mean Opinion Score target
Call drop / failure rate
KEY RESPONSIBILITIES

Voicerra Platform Engineering
- Administer and configure the Voicerra cloud UCaaS platform provisioning SIP trunks, managing DID number pools, and configuring call routing rules and dial plans.
- Build and maintain auto-attendant menus, hunt groups, ring groups, time-based routing policies, and voicemail configurations within the Voicerra portal.
- Manage Voicerra user provisioning, extension assignment, device registration (softphones, IP handsets), and licence allocation across the organisation.
- Integrate Voicerra with Microsoft Teams (Direct Routing), CRM platforms, and helpdesk systems via SIP interconnects and REST API / webhook configurations.
- Monitor Voicerra platform health, CDR (call detail records) analytics, and trunk capacity utilisation; identify and remediate call quality or routing anomalies.
- Coordinate with Voicerra vendor support for platform upgrades, new feature rollouts, and escalation of service-affecting issues within SLA.
Amazon Connect Administration & Development
- Design, build, and maintain Amazon Connect contact flows (IVR) using the visual flow editor and Lambda-backed energetic routing logic for multi-skill, multi-queue environments.
- Configure Amazon Connect instances queues, routing profiles, hours of operation, agent hierarchies, quick connects, and security profiles.
- Integrate Amazon Connect with AWS services: Lambda (business logic), Lex (NLU chatbot), DynamoDB (caller data lookup), S3 (call recordings), and Kinesis (streaming analytics).
- Connect Amazon Connect with CRM platforms (Salesforce, Zendesk) using the Amazon Connect CTI adapter and custom Lambda integrations for screen-pop and case creation.
- Build real-time and historical reporting dashboards using Amazon Connect Metrics, CloudWatch, and QuickSight for contact centre performance visibility.
- Implement Amazon Connect outbound campaigns, task management, and chat/omnichannel routing alongside voice queues.
- Manage Amazon Connect costs instance configuration, contact recording storage lifecycle, and Lambda invocation optimisation for cost-efficient operations.
SIP, VoIP & Voice Network Engineering




- Design and manage enterprise SIP trunk connectivity PSTN carrier interconnects, SIP proxy configuration, failover routing, and least-cost routing (LCR) policies.
- Troubleshoot SIP signalling issues using protocol analysers (Wireshark, SIP trace logs), diagnose call setup failures, codec mismatches, and NAT traversal problems.
- Implement and manage Session Border Controllers (SBCs) AudioCodes, Ribbon/GENBAND, or Oracle ACME Packet for SIP normalisation, security, and interoperability.
- Configure and enforce QoS policies (DSCP marking, CBWFQ, LLQ, traffic shaping) across LAN/WAN infrastructure to guarantee voice quality for real-time media flows.
- Manage codec selection (G.711, G.729, Opus, SILK) and bandwidth planning for voice and video calls across site-to-site and cloud-connected environments.
- Implement voice security controls including SRTP/TLS media encryption, SIP authentication, and toll-fraud prevention measures across all voice platforms.
Voice Quality Monitoring & Troubleshooting
- Own proactive voice quality monitoring using tools such as RTCP, PRACK, MOS scoring, and jitter/latency dashboards to detect degradation before customer impact.
- Investigate and resolve complex voice quality complaints packet loss, jitter, echo, one-way audio using packet captures, SBC traces, and network path analysis.
- Conduct end-to-end call flow testing across Voicerra, Amazon Connect, SBC, and PSTN paths during changes, upgrades, and new deployments.
- Perform network readiness assessments for new sites and remote worker deployments bandwidth calculation, latency testing, and QoS validation.
Collaboration, Change & Documentation
- Collaborate with the network, security, and CX teams to deliver voice infrastructure changes through the CAB process with appropriate risk assessment.
- Maintain accurate voice network documentation SIP trunk registers, DID inventories, dial plan matrices, call flow diagrams, and SBC configuration records.
- Support Tier 2/3 escalation for voice incidents, coordinate with carriers and platform vendors, and produce post-incident root-cause analysis reports.
- Assist in vendor evaluations, proof-of-concept testing, and deployment planning for new voice technologies including AI-powered IVR and voice bots.
REQUIRED QUALIFICATIONS

Education & Experience
- Bachelors degree in Telecommunications, Network Engineering, Computer Science, or equivalent practical experience.
- 4-8 years of enterprise voice / UC engineering experience with hands-on exposure to cloud CCaaS and SIP/VoIP platforms.
- Demonstrable experience administering Voicerra or a comparable cloud UCaaS platform (e.g., RingCentral, 8x8, Zoom Phone) in a production environment.
- Hands-on Amazon Connect configuration experience contact flows, queues, Lambda integrations, and reporting.
- Solid understanding of SIP signalling, RTP media, codec management, SBC operation, and enterprise QoS design.
Certifications
000 Certification Issuing Body Status
Amazon Connect
AWS Cloud Contact Centre
- Instance & queue configuration
- Contact flow / IVR design
- Lambda & Lex integration
- Real-time & historical reports
- Agent workspace setup
- CRM (Salesforce) integration Amazon Web Services Mandatory AWS Certified Developer - Associate (DVA-C02)



Amazon Web Services Preferred Voicerra Certified Administrator (or vendor equivalent) Voicerra Mandatory Cisco CCNA Collaboration (CLTECH / Collaboration track)
Voice Network
SIP / VoIP / QoS Foundation
- SIP trunk design & management
- H.323 / MGCP fundamentals
- WebRTC gateway configuration
- QoS / DSCP marking & queuing
- LAN/WAN voice optimisation
- SRTP / TLS voice security Preferred AudioCodes Certified SBC Engineer AudioCodes Preferred ITIL 4 Foundation AXELOS / PeopleCert Preferred CompTIA Network+ (Voice/Network fundamentals) CompTIA > 99.9%
Voice platform availability SLA
TECHNICAL SKILLS
1 > 99.9%
Voice platform availability SLA Amazon Connect
- Contact flow design & build
- Queue & routing profile mgmt
- Lambda / Lex / DynamoDB
- CRM CTI adapter integration
- CloudWatch & QuickSight analytics
- Outbound campaigns & chat SIP / VoIP Engineering
- SIP signalling (RFC 3261)
- RTP / SRTP / RTCP
- SBC admin (AudioCodes/Ribbon)
- Codec management (G.711/G.729/Opus)
- NAT traversal / ICE / STUN
- SIP trace analysis (Wireshark) QoS & Voice Networking
- DSCP marking & classification
- CBWFQ / LLQ / traffic shaping
- WAN voice bandwidth planning
- Jitter buffer management
- MOS scoring & monitoring
- CAC (Call Admission Control) AWS & Cloud Telephony
- AWS Lambda (Python / Node.js)
- Amazon Lex (NLU / chatbot)
- Amazon S3 / Kinesis
- CloudFormation / Terraform
- IAM roles & permissions
- AWS Cost Explorer UC & Collaboration
- Microsoft Teams Direct Routing
- Cisco Webex Calling (awareness)
- WebRTC gateway config
- E.164 / NANP number planning
- ENUM / DNS SRV records
- Voicemail & unified messaging Monitoring & Diagnostics
- RTCP / MOS quality scoring
- SBC call trace & logging
- Voicerra CDR analytics
- CloudWatch metrics & alarms
- PagerDuty / OpsGenie alerting
- Wireshark / tcpdump Security & Compliance
- SRTP / TLS media encryption
- SIP registration security
- Toll-fraud detection & prevention
- PCI-DSS call recording compliance
- GDPR data handling (recordings)
- AWS IAM voice service security Documentation & ITSM
- JIRA / ServiceNow ticketing
- Confluence documentation
- Dial plan & DID inventory mgmt
- SBC config version control
- Change management (CAB)
- Incident RCA reports
PREFERRED QUALIFICATIONS

- Experience integrating Amazon Connect with Salesforce Service Cloud using the Amazon Connect CTI adapter and custom Lambda screen-pop flows.
- Familiarity with AI-powered voice features Amazon Transcribe (speech-to-text), Comprehend (sentiment), and Connect Wisdom (agent assist).
- Hands-on experience with Microsoft Teams Direct Routing and Voicerra or third-party SBC integration for Teams calling.
- Knowledge of E911 / emergency calling compliance requirements and implementation within cloud UCaaS environments.
- Exposure to contact centre workforce management (WFM) platforms and their integration touchpoints with Amazon Connect.
CORE COMPETENCIES
0
One-way voice latency (LAN/WAN) Platform Versatility
Equally comfortable in the Voicerra admin portal and the AWS Console a true multi-platform voice engineer. Methodical Troubleshooter
Uses SIP traces, packet captures, and CDR analysis systematically to resolve complex voice issues under pressure. CX-Aware Engineer
Understands that voice quality issues directly impact customer experience and treats every incident with urgency. Data-Driven Decisions
Uses CDR data, MOS trends, and real-time metrics to drive platform tuning and capacity planning decisions. Documentation Rigour
Maintains dial plans, SBC configs, and AWS contact flows with version-controlled, always-accurate documentation.

📌 Lead Network Engineer (Karnataka)
🏢 Infinite
📍 Karnataka