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

< 150ms
One-way voice latency (LAN/WAN)

MOS > 4.0
Mean Opinion Score target

< 1%
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

- Bachelor's 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

< 150ms
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.

Qualifications

Graduation

Range of Year Experience-Min Year

3

Range of Year Experience-Max Year

5

📌 Lead Network Engineer (India)
🏢 Infinite Computer Solutions
📍 India