Voice Support Engineer

About The Job

📍 Location: The Greek Campus - Downtown - Cairo - Egypt

🕒 Type: Full-time

💼 Department: Support Team - Technology

💻 Work Setup: Hybrid

About ZIWO

ZIWO is a leading Omnichannel Cloud Contact Center Software (CCAAS) supporting customer communications across Phone, WhatsApp, SMS, and more. Our platform integrates seamlessly with most CRMs and third-party applications via open APIs, serving businesses in over 145 countries, including across the GCC.

As a fast-growing B2B SaaS provider, ZIWO is redefining cloud contact center technology by delivering reliable voice infrastructure, high-availability systems, and globally consistent performance.

About The Role

We are seeking a Voice Support Engineer to join our Support team. This role focuses on troubleshooting, maintaining, and optimizing VoIP and telephony systems to ensure the reliability, stability, and performance of ZIWO’s global voice services.

You will work closely with the NOC and Support teams to resolve client issues, monitor voice quality, and provide timely solutions for enterprise customers, while leveraging your networking knowledge to support our cloud-based communication platform.

What You’ll Be Doing

• Provide second-level technical support for VoIP, PBX, SIP, and unified communications platforms.
• Troubleshoot call quality issues, including call drops, one-way audio, registration failures, and latency problems.
• Implement and maintain SIP trunking, call routing, and session border controllers (SBCs).
• Monitor voice systems and network performance to detect and resolve issues proactively.
• Assist with migrations from legacy telephony (analog/PRI) to IP-based platforms.
• Ensure high availability through failover systems, backup routing, and redundancy plans.
• Coordinate with SIP providers, telecom carriers, and vendors to maintain uptime.
• Document solutions, create guides, and maintain knowledge-base articles.
• Participate in on-call rotations for high-priority voice incidents.
  
  

What You Bring

Core Qualifications

• 1–3 years of hands-on experience in VoIP, PBX, or telephony system support.
• Bachelor’s degree in Computer Science, IT, or equivalent.
• Solid understanding of networking fundamentals (VLANs, VPNs, routers, switches, firewalls).
• Strong troubleshooting and problem-solving skills with attention to detail.
• Excellent English communication skills (both spoken and written).
  
  

Technical Competencies

Voice Systems & Protocols

• VoIP Platforms: FreeSwitch, Asterisk, Kamailio (or similar PBX systems)
• SIP protocols, RTP handling, SBC configuration
• Voice traffic management: call routing, QoS, failover systems
  
  

Networking Fundamentals

• LAN/WAN, routers, switches, firewalls
• VLANs, VPNs, SD-WAN basics
• Load balancing and redundancy concepts
  
  

Tools & Monitoring

• Wireshark, SolarWinds, Homer, or similar troubleshooting tools
• Monitoring voice quality and network performance
  
  

Optional / Nice-to-Have

• Linux administration (Ubuntu or CentOS)
• Scripting for automation (Python or Bash)
• Exposure to cloud environments (AWS, OCI)
• Familiarity with configuration management (Ansible) or IaC (Terraform)
  
  

Why Join ZIWO?

• Competitive salary & comprehensive benefits
• Dynamic, collaborative, multicultural environment
• Work on mission-critical global voice services
• Growth opportunities in cloud, telephony, and networking support
• Contribute to a platform used in 145+ countries
• Be part of an innovative SaaS company shaping the future of cloud contact centers
  
  

ZIWO is an equal-opportunity employer. We value and seek diversity at every level of the organization and believe it drives creativity, innovation, and excellence.