VOIP Executive

Job Summary:

The VOIP Executive is responsible for managing, maintaining, and troubleshooting VoIP systems to ensure smooth call center operations. The role involves monitoring call quality, resolving technical issues, and supporting agents with telephony systems.

Key Responsibilities:

• Manage and maintain VoIP systems (e.g., SIP, IP PBX, softphones)
• Monitor call traffic and ensure high call quality & uptime
• Troubleshoot call connectivity, latency, jitter, and packet loss issues
• Configure and maintain VoIP gateways, routers, and switches
• Provide technical support to call center agents for telephony issues
• Work with vendors and service providers for issue resolution
• Maintain documentation of configurations, issues, and fixes
• Ensure system security and prevent unauthorized access
• Perform routine system checks and preventive maintenance

Required Skills:

• Strong understanding of VoIP protocols (SIP, RTP, TCP/IP)
• Knowledge of IP PBX systems (e.g., Asterisk, FreePBX)
• Familiarity with networking concepts ( LAN/WAN, VLANs, QoS )
• Experience with call center dialers is a plus - Minimum 1 year of experience

Educational Requirements:

• Bachelor’s degree in Computer Science / IT / Telecom (preferred)
• Relevant certifications (e.g., CCNA, VoIP certifications ) are a plus

Preferred Experience:

• Experience in BPO / Call Centre environment
• Hands-on experience with VoIP monitoring tools
• Knowledge of cloud telephony systems