POSITION OVERVIEW
We are seeking a skilled Network Engineer specialising in Voice to design, implement, and support our enterprise voice and contact centre infrastructure. This role focuses on two primary platforms — Voicerra (cloud-hosted voice and UCaaS) and Amazon Connect (AWS-native cloud contact centre) — alongside core SIP/VoIP architecture, call routing, and voice quality engineering. The ideal candidate understands both the network-layer foundations of enterprise telephony and the application-layer complexity of cloud CCaaS platforms, and can bridge the gap between UC engineering, CX operations, and cloud infrastructure teams.
PRIMARY PLATFORM PILLARS
️
Voicerra
Cloud UCaaS & Voice Platform-
Call routing & dial plans
-
Voicemail & auto-attendant
-
API & webhook integration
Amazon Connect
AWS Cloud Contact Centre-
Instance & queue configuration
-
Contact flow / IVR design
-
Real-time & historical reports
-
CRM (Salesforce) integration
Voice Network
SIP / VoIP / QoS Foundation-
SIP trunk design & management
-
H.323 / MGCP fundamentals
-
WebRTC gateway configuration
-
QoS / DSCP marking & queuing
-
LAN/WAN voice optimisation
-
SRTP / TLS voice security
> 99.9%
Voice platform availability SLA
< 150ms
One-way voice latency (LAN/WAN)
MOS > 4.0
Mean Opinion Score target
< 1%
Call drop / failure rate
️
Voicerra Platform Engineering-
Administer and configure the Voicerra cloud UCaaS platform — provisioning SIP trunks, managing DID number pools, and configuring call routing rules and dial plans.
-
Build and maintain auto-attendant menus, hunt groups, ring groups, time-based routing policies, and voicemail configurations within the Voicerra portal.
-
Manage Voicerra user provisioning, extension assignment, device registration (softphones, IP handsets), and licence allocation across the organisation.
-
Integrate Voicerra with Microsoft Teams (Direct Routing), CRM platforms, and helpdesk systems via SIP interconnects and REST API / webhook configurations.
-
Monitor Voicerra platform health, CDR (call detail records) analytics, and trunk capacity utilisation; identify and remediate call quality or routing anomalies.
-
Coordinate with Voicerra vendor support for platform upgrades, new feature rollouts, and escalation of service-affecting issues within SLA.
Amazon Connect Administration & Development-
Design, build, and maintain Amazon Connect contact flows (IVR) using the visual flow editor and Lambda-backed dynamic routing logic for multi-skill, multi-queue environments.
-
Configure Amazon Connect instances — queues, routing profiles, hours of operation, agent hierarchies, quick connects, and security profiles.
-
Integrate Amazon Connect with AWS services: Lambda (business logic), Lex (NLU chatbot), DynamoDB (caller data lookup), S3 (call recordings), and Kinesis (streaming analytics).
-
Connect Amazon Connect with CRM platforms (Salesforce, Zendesk) using the Amazon Connect CTI adapter and custom Lambda integrations for screen-pop and case creation.
-
Build real-time and historical reporting dashboards using Amazon Connect Metrics, CloudWatch, and QuickSight for contact centre performance visibility.
-
Implement Amazon Connect outbound campaigns, task management, and chat/omnichannel routing alongside voice queues.
-
Manage Amazon Connect costs — instance configuration, contact recording storage lifecycle, and Lambda invocation optimisation for cost-efficient operations.
SIP, VoIP & Voice Network Engineering-
Design and manage enterprise SIP trunk connectivity — PSTN carrier interconnects, SIP proxy configuration, failover routing, and least-cost routing (LCR) policies.
-
Troubleshoot SIP signalling issues using protocol analysers (Wireshark, SIP trace logs), diagnose call setup failures, codec mismatches, and NAT traversal problems.
-
Implement and manage Session Border Controllers (SBCs) — AudioCodes, Ribbon/GENBAND, or Oracle ACME Packet — for SIP normalisation, security, and interoperability.
-
Configure and enforce QoS policies (DSCP marking, CBWFQ, LLQ, traffic shaping) across LAN/WAN infrastructure to guarantee voice quality for real-time media flows.
-
Manage codec selection (G.711, G.729, Opus, SILK) and bandwidth planning for voice and video calls across site-to-site and cloud-connected environments.
-
Implement voice security controls including SRTP/TLS media encryption, SIP authentication, and toll-fraud prevention measures across all voice platforms.
Voice Quality Monitoring & Troubleshooting-
Own proactive voice quality monitoring using tools such as RTCP, PRACK, MOS scoring, and jitter/latency dashboards to detect degradation before customer impact.
-
Investigate and resolve complex voice quality complaints — packet loss, jitter, echo, one-way audio — using packet captures, SBC traces, and network path analysis.
-
Conduct end-to-end call flow testing across Voicerra, Amazon Connect, SBC, and PSTN paths during changes, upgrades, and new deployments.
-
Perform network readiness assessments for new sites and remote worker deployments — bandwidth calculation, latency testing, and QoS validation.
Collaboration, Change & Documentation-
Collaborate with the network, security, and CX teams to deliver voice infrastructure changes through the CAB process with appropriate risk assessment.
-
Maintain accurate voice network documentation — SIP trunk registers, DID inventories, dial plan matrices, call flow diagrams, and SBC configuration records.
-
Support Tier 2/3 escalation for voice incidents, coordinate with carriers and platform vendors, and produce post-incident root-cause analysis reports.
-
Assist in vendor evaluations, proof-of-concept testing, and deployment planning for new voice technologies including AI-powered IVR and voice bots.
REQUIRED QUALIFICATIONS
Education & Experience-
Bachelor's degree in Telecommunications, Network Engineering, Computer Science, or equivalent practical experience.
-
4–8 years of enterprise voice / UC engineering experience with hands-on exposure to cloud CCaaS and SIP/VoIP platforms.
-
Demonstrable experience administering Voicerra or a comparable cloud UCaaS platform (e.g., RingCentral, 8x8, Zoom Phone) in a production environment.
-
Hands-on Amazon Connect configuration experience — contact flows, queues, Lambda integrations, and reporting.
-
Solid understanding of SIP signalling, RTP media, codec management, SBC operation, and enterprise QoS design.
Certifications
000
Certification
Issuing Body
Status
Amazon Connect
AWS Cloud Contact Centre-
Instance & queue configuration
-
Contact flow / IVR design
-
Real-time & historical reports
-
CRM (Salesforce) integration
Amazon Web Services
Mandatory
AWS Certified Developer – Associate (DVA-C02)
Amazon Web Services
Preferred
Voicerra Certified Administrator (or vendor equivalent)
Voicerra
Mandatory
Cisco CCNA Collaboration (CLTECH / Collaboration track)
Voice Network
SIP / VoIP / QoS Foundation-
SIP trunk design & management
-
H.323 / MGCP fundamentals
-
WebRTC gateway configuration
-
QoS / DSCP marking & queuing
-
LAN/WAN voice optimisation
-
SRTP / TLS voice security
Preferred
AudioCodes Certified SBC Engineer
AudioCodes
Preferred
ITIL 4 Foundation
AXELOS / PeopleCert
Preferred
CompTIA Network+ (Voice/Network fundamentals)
CompTIA
> 99.9%
Voice platform availability SLA
1
> 99.9%
Voice platform availability SLA
Amazon Connect-
Contact flow design & build
-
Queue & routing profile mgmt
-
CRM CTI adapter integration
-
CloudWatch & QuickSight analytics
-
Outbound campaigns & chat
SIP / VoIP Engineering-
SIP signalling (RFC 3261)
-
SBC admin (AudioCodes/Ribbon)
-
Codec management (G.711/G.729/Opus)
-
NAT traversal / ICE / STUN
-
SIP trace analysis (Wireshark)
QoS & Voice Networking-
DSCP marking & classification
-
CBWFQ / LLQ / traffic shaping
-
WAN voice bandwidth planning
-
CAC (Call Admission Control)
AWS & Cloud Telephony-
AWS Lambda (Python / Node.js)
-
Amazon Lex (NLU / chatbot)
-
CloudFormation / Terraform
UC & Collaboration-
Microsoft Teams Direct Routing
-
Cisco Webex Calling (awareness)
-
E.164 / NANP number planning
-
Voicemail & unified messaging
Monitoring & Diagnostics-
RTCP / MOS quality scoring
-
CloudWatch metrics & alarms
-
PagerDuty / OpsGenie alerting
Security & Compliance-
SRTP / TLS media encryption
-
SIP registration security
-
Toll-fraud detection & prevention
-
PCI-DSS call recording compliance
-
GDPR data handling (recordings)
-
AWS IAM voice service security
Documentation & ITSM-
JIRA / ServiceNow ticketing
-
Dial plan & DID inventory mgmt
-
SBC config version control
-
Experience integrating Amazon Connect with Salesforce Service Cloud using the Amazon Connect CTI adapter and custom Lambda screen-pop flows.
-
Familiarity with AI-powered voice features — Amazon Transcribe (speech-to-text), Comprehend (sentiment), and Connect Wisdom (agent assist).
-
Hands-on experience with Microsoft Teams Direct Routing and Voicerra or third-party SBC integration for Teams calling.
-
Knowledge of E911 / emergency calling compliance requirements and implementation within cloud UCaaS environments.
-
Exposure to contact centre workforce management (WFM) platforms and their integration touchpoints with Amazon Connect.
CORE COMPETENCIES
0
< 150ms
One-way voice latency (LAN/WAN)
Platform Versatility
Equally comfortable in the Voicerra admin portal and the AWS Console — a true multi-platform voice engineer.
Methodical Troubleshooter
Uses SIP traces, packet captures, and CDR analysis systematically to resolve complex voice issues under pressure.
CX-Aware Engineer
Understands that voice quality issues directly impact customer experience and treats every incident with urgency.
Data-Driven Decisions
Uses CDR data, MOS trends, and real-time metrics to drive platform tuning and capacity planning decisions.
Documentation Rigour
Maintains dial plans, SBC configs, and AWS contact flows with version-controlled, always-accurate documentation.
