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-centre 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.




• Analyse SIP signalling 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, troubleshoo

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