Job DescriptionRole 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 settings.
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. N
Diagnose and resolve call failures, one-way audio, DTMF issues, codec mismatches, and SIP timer problems using packet capture tools (Wireshark, Sniffer). N
Perform SBC configuration, including dial plan setup, routing policies, and HA failover testing. N
Monitor and troubleshoot call quality issues — jitter, latency, packet loss, and MOS score degradation. N
Manage inbound and outbound call routing, DID mapping, and trunk configuration. N

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

n(C) Incident & Change Management
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Respond to and resolve L2/L3 voice incidents within defined SLA timelines. N
Perform root cause analysis (RCA) and document findings for recurring issues. N
Execute change requestsfor voice infrastructure with proper testing and rollback plans. N
Participate in on-call rotation for voice platform support. N

n(D) Documentation & Collaboration
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Maintain a

📌 Hiring: Voice Engineer Ahmedabad (India)
🏢 Ishan Technologies
📍 India