Voice Operations Engineer 24×7 Customer Support

Kore.ai; Hyderabad; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Kore.ai in Hyderabad is seeking a Voice Operations Engineer to support our 24x7 Voice Gateway Operations, troubleshoot real-time voice and telephony issues, and monitor production environments across global regions.

You will work with SIP/RTP, SBCs, and call-quality metrics, use Homer, Grafana, Wireshark, and other tooling, and collaborate with Engineering, DevOps, and Customer Success to resolve incidents quickly and improve platform reliability.

Qualifications

• 3–5 years of experience in Voice Operations, NOC, or related roles.
• Strong understanding of voice and telephony protocols (SIP, RTP/RTCP, SDP, DTMF).
• Hands-on troubleshooting of call setup failures, one-way audio, and codec negotiation.
• Knowledge of TCP/IP, UDP, DNS, NAT, routing, firewalls, and TLS.
• Linux administration and basic performance troubleshooting.

Responsibilities

• Provide 24×7 operational support for Voice Gateway, telephony, SIP, RTP, SBC, and contact-center environments.
• Monitor voice infrastructure, call quality, service availability, and system health.
• Troubleshoot call failures, drops, and audio issues with diagnostic data and traces.
• Analyze SIP signaling and RTP flows to identify root causes of issues.
• Collaborate with Engineering, DevOps, QA, Product, carriers, and vendors to resolve incidents.
• Maintain incident records and post-incident reports.

Skills

Voice operations

SIP/RTP/SDP

Networking fundamentals

Linux administration

Troubleshooting voice issues

Monitoring & observability

Incident management

Customer communication

SLA adherence

Education

Bachelor's degree in CS/IT

Tools

Homer

Grafana

Wireshark

tcpdump

sngrep

SIPp

Prometheus

Datadog

ELK/OpenSearch

Job description

Voice Operations Engineer – 24×7 Customer Support

About the Role

• We are seeking a skilled and customer-focused Voice Operations Engineer to join our 24×7 Voice Gateway Operations team. The role will support enterprise customers, troubleshoot real-time voice and telephony issues, monitor production environments, and ensure timely resolution of incidents across global regions.
• The ideal candidate will have strong knowledge of voice protocols, networking, Linux administration, monitoring tools, and excellent customer communication skills. The ability to remain calm under pressure, ask the right diagnostic questions, and clearly articulate technical findings is essential.

Key Responsibilities

• Provide 24×7 operational support for Voice Gateway, telephony, SIP, RTP, SBC, and contact-center environments.
• Monitor voice infrastructure, call quality, service availability, traffic patterns, and system health.
• Troubleshoot issues related to call failures, call drops, one-way audio, no audio, DTMF, codec negotiation, SIP registration, routing, and media connectivity.
• Analyze SIP signaling and RTP media flows to identify the root cause of customer-impacting issues.
• Use tools such as Homer, Grafana, VoIP monitoring platforms, logs, traces, dashboards, and packet captures for troubleshooting.
• Investigate network, firewall, DNS, NAT, routing, port-access, and connectivity-related issues.
• Work with customers to collect call IDs, timestamps, SIP traces, source IPs, network details, recordings, and other relevant diagnostic information.
• Communicate clearly with customers during incidents, explain the problem statement, provide regular updates, and set appropriate expectations.
• Collaborate with Engineering, DevOps, QA, Product, carriers, SBC teams, and third-party vendors to drive issues to closure.
• Perform initial incident triage, impact assessment, escalation, and follow-up based on defined SLAs.
• Maintain accurate incident records, troubleshooting notes, root-cause analysis, and customer communication history.
• Support production deployments, configuration changes, service restarts, feature enablement, and post-change validation.
• Identify recurring issues and recommend preventive actions to improve platform reliability and customer experience.
• Participate in shift rotations, weekend coverage, incident bridges, and major customer escalations.

Required Qualifications

• 3–5 years of experience in Voice Operations, NOC, Technical Support, Network Operations, Telecom Operations, or a related role.
• Strong understanding of voice and telephony protocols, including SIP, RTP/RTCP, SDP, SIP REGISTER, INVITE, ACK, BYE, CANCEL, REFER, and 200 OK flows, DTMF, codecs, NAT traversal, and media negotiation.
• Hands-on experience troubleshooting voice issues such as call setup failures, call drops and mid-call disconnects, one-way or no audio, audio quality issues, SIP registration failures, DTMF failures, transfers and routing issues, and carrier or SBC connectivity problems.
• Good knowledge of networking fundamentals, including TCP/IP, UDP, DNS, NAT, routing, firewalls, ACLs, TLS, and port connectivity.
• Working knowledge of Linux administration, commands, services, logs, processes, networking, and basic performance troubleshooting.
• Experience with monitoring and observability tools such as Homer, Grafana, VoIP monitoring platforms, Prometheus, Datadog, ELK/OpenSearch, or equivalent tools.
• Ability to analyze logs, SIP traces, packet captures, and call-flow data.
• Strong problem-solving, debugging, and incident-management skills.
• Excellent verbal and written communication skills.
• Ability to clearly explain technical issues, findings, impact, and next steps to customers and internal stakeholders.

Preferred Qualifications

• Experience working with SBCs, SIP carriers, cloud telephony, contact-center platforms, or CPaaS solutions.
• Familiarity with FreeSWITCH, Asterisk, RTP engines, AudioCodes, Twilio, or similar voice technologies.
• Experience using Wireshark, tcpdump, sngrep, SIPp, or similar troubleshooting tools.
• Exposure to AWS, GCP, or other cloud environments.
• Knowledge of call-quality metrics such as MOS, jitter, latency, packet loss, and packet-delay variation.
• Experience supporting global enterprise customers in a managed services or SaaS environment.
• ITIL certification or experience with structured incident and problem-management processes.

Key Attributes

• Customer-focused and committed to timely issue resolution.
• Calm, composed, and effective during high-pressure incidents.
• Strong listener who can ask precise and relevant diagnostic questions.
• Able to convert complex technical findings into a clear customer-facing problem statement.
• Fast learner with the ability to adapt to new tools, technologies, and customer environments.
• Self-driven and accountable, with strong ownership of assigned incidents.
• Collaborative team player who works effectively across Engineering, DevOps, Product, and Customer Success.
• Flexible and comfortable working in a 24×7 rotational shift environment.
• Proactive in identifying recurring problems and improving operational processes.

Work Schedule

• This role requires participation in a 24×7 rotational shift model, including night shifts, weekends, and public holidays as part of the operations support schedule.

Education Qualification

• Bachelors degree in Computer Science, Information Technology, or a related field(MCA).

Requirements