Voip Network Engineer

VoIP Engineer L3 provides advanced engineering and operational support for enterprise Voice over IP (VoIP) services delivered to managed services clients. This role serves as the highest level of technical escalation for VoIP-related incidents and service requests.

The position is responsible for maintaining SIP Trunking, Hosted Unified Communications (HUC), Cloud Calling, and VoIP services operating across SD-WAN environments. The engineer ensures platform stability, high availability, optimal performance, and customer satisfaction while collaborating closely with internal teams, vendors, and carriers to resolve complex issues and drive continuous service improvement.

Essential Functions

Serve as Tier 3 escalation point for complex VoIP, SIP, Cloud Calling, and SD-WAN voice-related incidents

Independently troubleshoot advanced SIP signaling, RTP/media flow, call routing, and QoS issues

Support enterprise VoIP services delivered over SD-WAN and hybrid network architectures

Diagnose and resolve voice quality issues including latency, jitter, packet loss, and WAN transport instability

Provide advanced support for Cloud Calling platforms (hosted voice, WxC, Teams-integrated calling environments)

Support new customer turn-ups, migrations, and complex VoIP/Cloud Calling change implementations

Participate in major incident management, Root Cause Analysis (RCA), and corrective action planning

Review and validate SBC, SIP trunk, and call routing configurations

Develop and maintain technical documentation, runbooks, SOPs, and knowledge articles

Mentor and provide technical guidance to junior VoIP engineers

Communicate effectively with customers, architects, vendors, and project/program managers

Certifications

• CCNA (or equivalent) Required
• CCNP (Collaboration, Voice, or Enterprise) Preferred
• VoIP, Cloud Calling, or SD-WAN vendor certifications Preferred

Relevant Experience

• 69 years of experience in VoIP, Unified Communications, or Service Provider environments
• Minimum 3 years in Tier 3, advanced support, or VoIP engineering role
• Experience supporting enterprise voice services delivered over SD-WAN and cloud-based platforms ( WxC / MSTV)

Special Knowledge, Skills & Abilities

• Expert-level knowledge of SIP, RTP, SDP, codecs, and VoIP call flows
• Advanced troubleshooting experience with VoIP over SD-WAN, MPLS, and Internet-based WAN environments
• Working knowledge of Cloud Calling / UCaaS platforms and hosted voice solutions
• Strong understanding of QoS design, traffic prioritization, and WAN voice optimization
• Experience with Session Border Controllers (SBCs) and carrier interconnects
• Proficiency in analyzing call traces, packet captures, and signaling logs
• Strong written and verbal communication skills
• Ability to perform independently in high-pressure, customer-impacting scenarios
• Demonstrated ability to document processes and contribute to operational best practices

Interested candidates with short notice or immediate joiners share your resume @ geetha.jeyabalan@cbts.com

Thanks,

Geetha

Senior Technical Recruiter