Voice Operations Engineer – 24×7 Customer Support
About the Role
· We are seeking a skilled and customer-focused Voice Operations Engineer to join our 24×7
· Voice Gateway Operations team. The role will support enterprise customers, troubleshoot
· real-time voice and telephony issues, monitor production environments, and ensure timely
· resolution of incidents across global regions.
· The ideal candidate will have solid knowledge of voice protocols, networking, Linux
· administration, monitoring tools, and excellent customer communication skills. The ability to
· remain calm under pressure, ask the right diagnostic questions, and clearly articulate
· technical findings is essential.
Key Responsibilities
· Provide 24×7 operational support for Voice Gateway, telephony, SIP, RTP, SBC, and
contact-center environments.
· Monitor voice infrastructure, call quality, service availability, traffic patterns, and system health.
· Troubleshoot issues related to call failures, call drops, one-way audio, no audio, DTMF, codec negotiation, SIP registration, routing,



and media connectivity.
· Analyze SIP signaling and RTP media flows to identify the root cause of customer-
impacting issues.
· Use tools such as Homer, Grafana, VoIP monitoring platforms, logs, traces, dashboards, and packet captures for troubleshooting.
· Investigate network, firewall, DNS, NAT, routing, port-access, and connectivity-related issues.
· Work with customers to collect call IDs, timestamps, SIP traces, source IPs, network
details, recordings, and other relevant diagnostic information.
· Communicate clearly with customers during incidents, explain the problem statement, provide regular updates, and set appropriate expectations.
· Collaborate with Engineering, DevOps, QA, Product, carriers, SBC teams, and third-
party vendors to drive issues to closure.
· Perform initial incident triage, impact assessment, escalation, and follow-up based on defined SLAs.
· Maintain accurate incident records, troubleshooti

📌 Voice Operations Engineer – 24×7 Customer Support (Hyderabad)
🏢 Kore.ai
📍 Hyderabad