Voice & CCaaS Services Engineer – Delivery & Implementation
Toku
full-time
Posted on:
Location Type: Remote
Location: India
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About the role
- Deliver, configure, and deploy contact centre and enterprise telephony solutions, including SIP-based voice architecture, PBX, IVR, and CCaaS platforms, across customer environments.
- Design, test, and implement scalable and secure voice solutions, translating customer requirements into low-level designs and production-ready deployments.
- Own implementation workstreams across multiple projects, coordinating with internal teams and customers through build, test, and user acceptance phases.
- Provide advanced troubleshooting and incident support for production voice platforms, including root cause analysis and remediation of SIP and media-related issues.
- Act as a subject-matter expert on SIP servers, SIP trunking, telco interconnects, and carrier connectivity within customer and internal platforms.
- Configure and support integrations between contact centre platforms and enterprise systems such as CRM, identity services (SSO/AD), and related tooling, primarily at a system and configuration level.
- Support and troubleshoot browser-based communication use cases, including WebRTC signalling, media flow, and real-time voice delivery.
- Read, understand, and reason about scripts and automation used by engineering teams to support delivery, troubleshooting, and operational efficiency.
- Work closely with other Services Engineers, platform engineers, and AI teams to enable end-to-end delivery, including routing and managing audio streams for AI-driven use cases.
- Stay current with evolving voice, CCaaS, and WebRTC technologies, proactively learning and applying new approaches to improve delivery speed and quality.
Requirements
- 5+ years of practical experience in services engineering, voice engineering, or contact centre solution delivery, with a strong emphasis on implementation, deployment, and production environments.
- Strong hands-on experience with SIP servers and SIP-based voice architecture, including SIP trunking, telco interconnects, and carrier connectivity.
- Practical experience with at least one major contact centre or CCaaS platform such as Avaya, Genesys, Cisco, or Amazon Connect.
- Proven ability to troubleshoot complex voice and media issues in production environments at L3 level.
- Hands-on familiarity with WebRTC concepts and the ability to discuss and troubleshoot browser-based real-time communications.
- Experience delivering PBX and IVR solutions as part of contact centre or enterprise voice implementations.
- Solid experience working with Linux-based systems and voice platforms such as FreeSWITCH, Asterisk, or similar is a plus for this role.
- Ability to read, understand, and reason about Python or similar scripts used for automation, diagnostics, or integration support.
- Experience supporting system-level integrations with enterprise platforms such as CRM or client systems, primarily through configuration and coordination rather than custom application development.
- A proactive, ownership-driven approach to work, with a demonstrated willingness to learn new technologies and improve delivery outcomes.
Benefits
- Training and Development
- Discretionary Yearly Bonus & Salary Review
- Healthcare Coverage based on location
- 20 days Paid Annual Leave (15 days for Malaysia based roles), plus other leave allowances
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
SIP serversSIP trunkingPBXIVRWebRTCLinuxFreeSWITCHAsteriskPythonCCaaS
Soft Skills
troubleshootingproblem-solvingcommunicationcollaborationproactive approachownershipadaptabilitycoordinationcustomer focuslearning