VoIP Support Engineer L2/L3

Job description

Key Accountabilities – VoIP Support Engineer (L2/L3 Support) 1. VoIP Platform Support o Monitor, maintain, and support FreeSWITCH, Asterisk, and Kamailio environments to ensure high availability. 2. Incident Management o Troubleshoot and resolve SIP, RTP, call routing, registration, and voice quality issues within agreed SLAs. 3. System Monitoring o Continuously monitor platform health, call quality, server performance, and proactively address issues before service impact. 4. Call Routing & Configuration o Configure and maintain SIP trunks, DID numbers, dial plans, routing rules, and telephony configurations. 5. Performance & Capacity Management o Optimize system performance, conduct capacity planning, and ensure the platform can handle expected call volumes . 6. Integration Support o Support integrations with CRM, databases, messaging systems (RabbitMQ, Redis), and WebRTC-based applications. 7. Security & Compliance o Implement and maintain VoIP security controls, firewall/SBC configurations, and ensure compliance with organizational security standards. 8. Automation & Continuous Improvement o Develop scripts and automation to simplify operational tasks, reduce manual effort, and improve system reliability. 9. Documentation & Knowledge Management o Maintain technical documentation, troubleshooting guides, SOPs, and conduct knowledge transfer sessions for internal teams. 10. 24x7 Operational Support o Provide L2/L3 production support, participate in on-call rotations, perform root cause