Head Of Voice Platform

Eckoh is seeking a highly experienced Senior Voice Platform Manager to lead the engineering, operation, and security of our global SIP and real-time voice platforms. This is a leadership role responsible for the availability, security, resilience, and operation of our global voice platforms based on RTPEngine, Kamailio, and FreeSWITCH across cloud and client operations. You will lead a team of highly skilled Voice Engineers, providing technical leadership, operational governance, workload prioritisation, and performance management. You will own escalation pathways, backlog planning, platform roadmap alignment, and stakeholder engagement across the business. This role combines deep technical credibility with strong people leadership and operational discipline.

Key Functional Responsibilities:

Platform Ownership & Strategy

• Overall accountability for the availability, performance, scalability, and security of Eckoh's global SIP and media platforms.

• Work with Product and Development teams to define and evolve the technical roadmap.

• Ensure platform resilience within regulated and security-audited environments.

• Oversee patching, lifecycle management, and technical debt reduction.

Team Leadership

• Lead, mentor, and develop a team of Voice Engineers.

• Manage workload prioritisation, sprint planning, and backlog governance.

• Set engineering standards, review technical designs, and maintain architectural integrity.

• Act as senior escalation point for complex voice incidents.

• Drive knowledge sharing and continuous technical improvement within the team.

Operational Governance

• Own incident management escalation for voice-related Major Incidents.

• Balance BAU, change, and project delivery priorities.

• Ensure structured change control and production readiness.

• Maintain strong operational alignment with Platform Operations and Security teams.

Security & Compliance

• Maintain platform alignment with PCI, ISO, and Cyber Essentials requirements.

• Oversee secure configuration management and infrastructure-as-code governance.

• Drive proactive vulnerability remediation and risk-based decision making.

Stakeholder Engagement

• Act as the senior voice SME across the organisation.

• Partner with Account Management and Client stakeholders where deep technical input is required.

• Work closely with Cloud, Network, Development, and Security leadership.

Your Profile

• Deep subject matter expertise in SIP-based architecture and real-time media platforms.

Do you have experience in Scripting?, * Proven leadership experience managing engineering teams in production environments.

• Operationally disciplined, able to balance risk, availability, and delivery.

• Calm and authoritative during major incidents and escalations.

• Strong decision-maker who can prioritise competing technical and business demands.

• Commercially aware, understanding the impact of voice platform performance on enterprise clients.

• Highly analytical with strong troubleshooting capability at protocol and packet level.

• Confident communicator at both engineering and senior stakeholder level.

Required Technical Experience

• Extensive hands-on experience with Kamailio, RTPEngine, and FreeSWITCH in production environments.

• Deep knowledge of SIP, (S)RTP, WebRTC, and signalling/media flows.

• Experience operating voice infrastructure within AWS cloud environments.

• Experience with automation and scripting (Python, Shell, Ansible, IaC).

• Understanding of SBC technologies (e.g., Ribbon/Sonus) highly desirable.

• Experience supporting integrations with major contact centre platforms.

What Success Looks Like

• Highly stable and secure global voice platform.

• Clear engineering standards and documented architecture.

• Strongly motivated and high-performing voice engineering team.

• Reduced incident frequency and improved recovery times.

• Well-managed backlog aligned to business priorities.

Pulled from the full job description

• Flexitime
• Referral programme
• Sick pay
• Bereavement leave
• Life insurance
• Free parking
• Casual dress, Our values sit at the heart of the culture at Eckoh:

We encourage and support everyone to grow with Eckoh

We challenge, listen, and are open minded to change and suggestions from others

As trusted advisors, we use our knowledge to solve challenges and deliver the best for our clients

We take personal ownership to strive for excellence in whatever we do

We are welcoming, embrace diversity and respect each other in a spirit of true humanity

At Eckoh we value creativity, collaboration and innovation and look forward to welcoming a new team member who shares these values.

Join Us!

So, if you are an innovator and love to find creative solutions to challenges, are passionate about helping customers provide exceptional service then you should consider working here at Eckoh.

Benefits:

• Bereavement leave
• Casual dress
• Company events
• Flexitime
• Free flu jabs
• Free parking
• Life insurance
• On-site parking
• Referral programme
• Sick pay

Eckoh is a market leader of Customer Engagement Security Solutions, supporting an international client base from our offices in the U.S. and the U.K. Eckoh is owned by Bridgepoint one of the world's leading private asset growth investors, with over $75 billion of assets under management. As a PCI DSS Level 1 Service Provider, our products and expanding digital and conversational AI capabilities help enterprises protect sensitive data, improve customer experience, and modernise the way they operate. Our mission is to set the standard for secure interactions between consumers and the world's leading brands. With a strong heritage in secure payments and an expanding portfolio of cloud native, omni-channel engagement solutions our vocation is simple: to make every customer interaction secure whether it is handled by a human agent or an AI agent, without ever compromising the customer experience. Our large portfolio of clients, which includes many of the Fortune 250, come from a broad range of vertical markets including healthcare, retail, hospitality, financial services, and utilities.