Role Summary:

nWe 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.

nKey Responsibilities:

n(A) Voice & SIP Engineering

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- Configure, maintain, and troubleshoot SIP trunks, RTP media paths, and VoIP infrastructure in line with SIP RFC standards.
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- Diagnose and resolve call failures, one-way audio, DTMF issues, codec mismatches, and SIP timer problems using packet capture tools (Wireshark, Sniffer).
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- Perform SBC configuration, including dial plan setup, routing policies, and HA failover testing.
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- Monitor and troubleshoot call quality issues — jitter, latency, packet loss, and MOS score degradation.
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- Manage inbound and outbound call routing, DID mapping, and trunk configuration.
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n(B) CCaaS Platform Support

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- Support day-to-day operations of CCaaS platforms such as Ishan CX Connect / Genesys Cloud.
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- Configure and maintain IVR flows, ACD queues, agent profiles, and call routing logic.
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- Troubleshoot call disconnects, short-duration calls, agent login failures, and voice path issues.
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- Assist with CTI integration support between CCaaS platforms and CRM tools like Salesforce.
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- Maintain data actions, architect flows, and DID assignments within the contact centre platform.
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n(C) Incident & Change Management

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- Respond to and resolve L2/L3 voice incidents within defined SLA timelines.
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- Perform root cause analysis (RCA)



and document findings for recurring issues.
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- Execute change requests for voice infrastructure with proper testing and rollback plans.
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- Participate in on-call rotation for voice platform support.
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n(D) Documentation & Collaboration

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- Maintain accurate technical documentation — network diagrams, dial plans, SBC configs, and runbooks.
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- Collaborate with network, UC, and contact centre teams on cross-functional issues.
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- Work with vendors and carriers on fault resolution and circuit provisioning.
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nRequired Skills:

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- Solid understanding of SIP, RTP, SDP, DTMF, and VoIP protocols.
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- Hands-on experience with SBC (Acme Packet) — configuration and troubleshooting.
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- Working knowledge of CCaaS platforms (Genesys Cloud, Avaya, or equivalent).
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- Proficiency in reading and analysing SIP traces and packet captures.
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- Familiarity with IVR/ACD design, call flow logic, and routing configuration.
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- Basic understanding of IP networking — QoS, VLANs, firewalls as they relate to voice traffic.
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nGood to Have:

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- Exposure to CTI/CRM integrations (Salesforce Service Cloud).
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- Experience with cloud telephony or SIP carrier environments.
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- Knowledge of WebRTC or Microsoft Teams Direct Routing.
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nQualifications

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- Bachelor's degree in Engineering, Computer Science, or Telecommunications.
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- 3–6 years of hands-on voice/UC engineering experience.
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- Relevant certifications (SBC, Genesys, CCNP Collaboration) are a plus.
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- The key shifts here are: execution over strategy, hands-on configuration over oversight, incident response over governance, and individual delivery over team management.
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📌 Voice Engineer - Oracle SBC (India)
🏢 Ishan Technologies
📍 India