VoIP Operations Engineer (Mid-Level)

VoIP Operations Engineer:

We are seeking a VoIP Operations Engineer with hands-on production experience to help operate and scale a carrier-grade voice platform. You will work directly with FreeSWITCH, Kamailio, SIP carriers and cloud infrastructure, owning troubleshooting, reliability and operational excellence.

This role combines deep technical work, incident response and clear communication. You will be trusted not only to fix issues, but to explain them clearly and with evidence to internal teams.

Experience: 2+ Years Hands-on VoIP/Telecom/Voice Infrastructure experience, production exposure to FreeSWITCH and/or Kamailio and operating real-time systems in Linux environments

Location: Remote working EST hours

Type: Full -time

Reports to: Operations Lead

Team: Voice Infrastructure/Operations

Core Technical Requirements (Hands-On)

VoIP & Telecom - You should be comfortable independently debugging:

FreeSWITCH

• Dialplans, gateways,SIP profiles
• Codec negotiation, NAT handling
• Log analysis and call failure diagnosis

Kamailio

• SIP routing logic
• Dispatcher/load balancing
• Acting as a SIP proxy in front of media servers

SIP Signaling

• Full call flows (INVITE→BYE)
• Re-INVITEs, CANCELs, SIP error handling (4xx/5xx)

SIP Tracing

• sngrep, ngrep, packet captures, HOMER
• Correlating multi-leg calls and Call-IDs

RTP & media

• RTP negotiation and flow
• SDP analysis, codec mismatches
• One-way/no-audio troubleshooting

Telco layer

• Origination vs termination
• DIDs, carriers, SBCs, SIP interconnects
• Voice KPIs (ASR, ACD, PDD, MOS)

Networking

• Comfortable with wireshark
• Able to find and identify network issues

Infrastructure, Automation and Reliability

Cloud & Automation

• AWS: EC2, security groups, basic VPC/networking
• Terraform: modify and maintain existing modules
• Ansible: configuration management and provisioning

Containers and Delivery

• Docker: containerized services networking, volumes
• CI/CD: GitHub Actions, GitLab CI or similar
• (build→deploy→rollback understanding)

Observability & Capacity

Monitoring & Alerting

• Prometheus, Grafana, CloudWatch, or equivalents
• Responding to alerts and troubleshooting in real time

Infrastructure dimensioning

• CPU, memory, disk, network sizing
• Capacity planning for growth and peak traffic

Configuration Management

Deep familiarity with configuration management tools (Ansible, Terraform) not only for infrastructure but also for service deployment and maintenance of core applications (e.g., FreeSWITCH, Kamailio, web servers like Apache/Nginx).

Linux & Operations (Must be Very Comfortable)

• Strong Linux command-line skills
• Reading and analyzing logs
• Network and system-level troubleshooting
• Comfortable operating on production systems
• Automation and Scripting: Proficiency in at least one common scripting language ( Python , Bash ) for automating repetitive tasks, analyzing data, and performing system-level operations.

Responsibilities

• Operate and support a live VoIP platform
• R espond to alerts and troubleshoot incidents
• Debug SIP/RTP issues and call quality problems
• Participate in a light on-call rotation
• Work with carriers and vendors during incidents
• Improve monitoring, alerting and automation
• Support account executives with clear technical explanations
• Contribute to scaling and architecture decisions
• Identify cost-saving opportunities based on resource utilization

On-Call Expectations

• Participation in a light, shared on-call rotation
• A lerts are infrequent and actionable
• Focused on: call failures, Media RTP issues, carrier connectivity, initial triage, troubleshooting and escalation, no constant paging and no noisy or consumer-scale alerting
• We run real-time systems, so on-call exists, but it is intentionally kept sane, meaningful and sustainable.

Cross-Team & Customer Support Responsibilities

• Work closely with Account Executives during incidents or escalations
• Clearly determine and explain the following:
• When an issue is on our side
• When it is carrier side
• When it is external or customer-side
• Provide evidence-based explanations: SIP traces, logs, metrics
• Must enable AEs to communicate accurately and confidently with customers.

Communication & Collaboration (Very Important)

• Strong written and verbal communication skills
• Ability to explain complex technical issues clearly and calmly
• Comfortable presenting conclusions backed by data
• Understands the difference between: facts, assumptions and hypotheses
• Clear and professional communication during incidents

Nice to Have

• Homer/HEP
• Redis or message queues
• Bash or Python scripting
• STIR/SHAKEN, fraud detection or call analytics
• Strong proficiency in Python for systems automation, tooling and data analysis
• Advanced Bash/Shell scripting skills for routine operations and troubleshooting