Senior VoIP Engineer

About the role

We’re looking for a Senior VoIP Engineer to architect, deploy, and maintain enterprise-grade voice platforms across multiple phone systems/environments. You’ll own end-to-end delivery—from design and build (SBCs, SIP trunks, IVRs, call flows, integrations) to proactive monitoring, upgrades, and incident response—ensuring high availability, call quality, and security for a multi-site, regulated environment.

What you’ll do

Architecture & Build

• Design, implement, and document scalable VoIP solutions (on-prem and/or cloud), including SBCs, SIP trunking, dial plans, E911, IVR/auto-attendants, call queues, recording, and analytics.
• Engineer complex call flows and integrations with CRMs/EMRs, contact centers, and collaboration suites (e.g., Dialpad, Vonage/Bria, Teams/Zoom).
• Stand up new systems/environments and lead migrations and consolidations between platforms.

Operations & Maintenance

• Own day-to-day administration for multiple phone systems (Dialpad, Vonage/Bria) (adds/moves/changes, routing updates, firmware/OS upgrades, patches).
• Monitor quality and capacity (MOS, jitter, packet loss, ASR/ACD) and tune QoS/CoS across LAN/WAN.
• Manage carrier relationships, number ports, CNAM, and troubleshooting across providers.

Reliability, Security & Compliance

• Implement HA/DR (clustering, geo-redundancy, failover testing) and maintain 99.9%+ uptime.
• Harden VoIP infrastructure (TLS/SRTP, access control, SBC policies), manage certificates/keys, and enforce least privilege.
• Ensure regulatory compliance (e.g., E911/Kari’s Law/RAY BAUM’s Act; HIPAA), including audit-ready documentation.

Troubleshooting & Support

• Lead Top Tier incident response, root-cause analysis, and post-mortems across network, carrier, and application layers.
• Build tooling/playbooks for proactive detection and faster MTTR; mentor junior engineers.

What you’ll bring

• Experience: 10+ years designing, deploying, and maintaining VoIP/telephony at scale, including multi-vendor environments.
• Deep knowledge of: SIP/RTP/SRTP, SDP, DTMF, codecs (G.711/G.729/Opus), dial plans, DID management, SBCs, SIP trunks, NAT traversal, QoS, VLANs, DHCP options (e.g., 66/160), DNS/SRV, TLS/cert management.
• Hands-on with (one or more): Enterprise PBXs (Dialpad, Vonage/Bria and others); SBCs & carriers (Cisco, Oracle, Twilio/Zoom/Teams, Direct Routing); Collaboration/CCaaS (Dialpad, Vonage/Bria, Microsoft Teams Phone, Zoom Phone).
• Networking: Solid L2/L3, routing, firewalls, VPNs, wireless QoS, packet capture/analysis (Wireshark), and monitoring (SNMP/NetFlow/VoIP analytics).
• Soft skills: Ownership mindset, clear documentation, cross-functional communication, vendor/carrier management, mentoring.
• Education/Certs (nice to have): CCNP Collaboration, MS-700/Teams Phone, AudioCodes/Ribbon certs, AWS/Azure fundamentals, ITIL.|

Success looks like

• ≥99.9% voice service availability across all sites/systems.
• MOS ≥4.0 for internal and external calls; jitter/packet loss within targets.
• MTTR under agreed SLOs; measurable reduction in repeat incidents.
• Zero overdue security patches; successful DR failover tests.
• Clear, current runbooks and diagrams for every supported system.

Tools you may use

• Wireshark, sngrep, Network monitoring (PRTG, SolarWinds), IaC/scripting (PowerShell, Python, Ansible) for automation.

Job Type: Full-time

Work Location: In person