Job Description

Role Summary:

n

We 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.

n

Key Responsibilities:

n

(A) Voice & SIP Engineering

n

- n
- 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 Platform Support

n

- n
- 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

n

- n
- 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 requests for voice infrastructure with proper testing and rollback plans.n
- Participate in on-call rotation for voice platform support.n

n

(D) Documentation & Collaboration

n

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

n

Required Skills:

n

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

n

Positive to Have:

n

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

n

Qualifications

n

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

📌 Voice Engineer - Oracle SBC (India)
🏢 Ishan Technologies
📍 India