Telephony Engineer

• We are looking for a skilled Telephony Engineer to support and manage enterprise telephony and unified communication environments. The role involves handling voice infrastructure, troubleshooting telephony-related issues, managing call routing configurations, and ensuring seamless communication services across the organisation.
• The ideal candidate should have experience with VoIP technologies, SIP protocols, call center platforms, Microsoft Teams Phone, PBX systems, and telecom troubleshooting. The engineer will collaborate with infrastructure, networking, and service desk teams to maintain reliable and secure communication operations.

Core Responsibilities:

1. Telephony Infrastructure Management * Manage enterprise telephony systems, VoIP platforms, and PBX infrastructure environments. * Configure call routing, auto attendants, hunt groups, and call queue functionalities. * Monitor telephony services to ensure high availability and operational continuity. * Support SIP trunk configurations and telecom carrier connectivity management activities. * Perform telephony system upgrades, maintenance, and configuration optimization activities regularly.

2. Unified Communication Support * Support Microsoft Teams Phone and enterprise unified communication platform operations. * Configure voice policies, dial plans, and user telephony provisioning activities. * Troubleshoot audio quality, call drops, latency, and voice connectivity related issues. * Assist users with telephony devices, softphones, and conferencing system configurations. * Ensure seamless integration between telephony systems and collaboration platforms environments.

3. Incident Management & Troubleshooting * Diagnose and resolve telephony incidents within defined SLA response timelines effectively. * Handle escalated voice infrastructure and communication-related technical support incidents promptly. * Perform root cause analysis for recurring telephony and voice service disruptions. * Coordinate with telecom vendors and service providers during major communication outages. * Maintain incident documentation and provide operational updates during critical service interruptions.

4. Telephony Security & Compliance * Ensure secure telephony configurations following organizational security and compliance standards. * Monitor unauthorized access attempts and suspicious telephony-related operational activities continuously. * Support call recording, retention policies, and telecom compliance requirement implementations. * Maintain proper access controls for telephony administration and management systems securely. * Assist in implementing voice security best practices across communication environments.

5. Monitoring & Operational Support * Monitor voice infrastructure alerts and telecom service performance dashboards proactively. * Perform routine health checks for telephony systems and communication platforms regularly. * Support operational reporting, usage analysis, and telephony capacity planning activities. * Maintain updated telephony diagrams, SOPs, and operational support documentation consistently. * Participate in shift handovers and infrastructure operational review discussions regularly.

6. Customer & Stakeholder Communication * Provide telephony support for internal users and business stakeholders effectively. * Communicate outage updates, maintenance activities, and service restoration status clearly. * Ensure customer satisfaction through timely issue resolution and proactive coordination efforts. * Collaborate with infrastructure, networking, and service desk teams during escalations.

• Strong knowledge of VoIP technologies, SIP protocols, and enterprise telephony infrastructure systems.
• Experience managing Microsoft Teams Phone and unified communication platform administration activities.
• Familiarity with PBX systems, call routing, and enterprise voice management operations.
• Understanding telecom networking concepts including QoS, VLANs, and voice traffic optimization.
• Hands-on experience troubleshooting telephony devices and enterprise communication service disruptions effectively.
• Knowledge of telephony monitoring tools and telecom operational support process management.
• Strong analytical, troubleshooting, and communication skills within enterprise support operational environments.
• Ability managing multiple voice incidents while maintaining SLA-driven service delivery standards consistently.
• Experience configuring auto attendants, hunt groups, and enterprise call queue functionalities.
• Familiarity with telecom carrier coordination and SIP trunk provisioning operational activities regularly.
• Understanding of voice security practices and telephony access control management implementations.
• Ability supporting telephony migrations, upgrades, and enterprise communication transformation initiatives successfully.

Experience & Background Requirements:

• Bachelor s degree in Information Technology, Computer Science, or related technical disciplines.
• 8+ years supporting enterprise telephony and unified communication infrastructure environments professionally.
• Hands-on experience managing VoIP, PBX, and enterprise communication technology platforms extensively.
• Familiarity with Microsoft Teams Calling and telecom carrier coordination operational activities preferred.
• Exposure to call center technologies and enterprise voice support operations advantageous professionally.
• Strong customer handling and technical troubleshooting capabilities within enterprise support environments demonstrated.

• Innovative Environment: Work with cutting-edge technologies and shape the future of data engineering.
• Growth Opportunities: Join a fast-growing team with ample opportunities for professional development and career advancement.
• Collaborative Culture: Work alongside talented individuals in a culture that values teamwork, innovation, and transparency.
• Impact: Be part of impactful projects where your contributions will directly influence the success of the business.