Voice / Telephony Engineer

HFM; Kuala Lumpur; Hybrid; MYR 100,000 - 156,000; Full time

Benefits offered by this job

Hybrid work model

Health insurance (from day one)

21 days annual leave

Birthday leave

Referral bonus program

Job summary

HFM in Kuala Lumpur, Malaysia, seeks a Voice / Telephony Engineer to manage cloud-based telephony platforms and user provisioning. The role spans configuring numbers, IVR, queues, and routing while troubleshooting voice quality and connectivity. You will coordinate with telecom providers and IT teams to ensure service reliability.

Hybrid work model with benefits such as health insurance and annual leave. Resumes must be in English and candidates must be eligible to work in Malaysia.

Qualifications

• Minimum 3 years in a similar role.
• Experience administering PBX, cloud telephony or VoIP.
• Good understanding of call routing, IVR and queues.
• Strong troubleshooting for voice quality and connectivity.
• Experience coordinating with telecom providers.

Responsibilities

• Manage and maintain cloud-based telephony platforms for reliability.
• Onboard/offboard users and provision accounts for telephony systems.
• Configure numbers, extensions, IVR, queues and routing.
• Troubleshoot voice issues and routing problems.
• Coordinate with providers on provisioning, changes and incidents.
• Monitor call quality and collaborate with IT/Security teams.
• Maintain documentation of configurations and procedures.

Skills

PBX administration

Cloud telephony

VoIP

Call routing

Troubleshooting

TCP/IP basics

DNS/NAT/Firewalls

Tools

PBX systems

VoIP platforms

SIP

SBCs

Wireshark

Job description

Kuala Lumpur, Malaysia | Posted on 02/11/2026

• Country Malaysia
• Postal Code 58000

Job Description

AboutUs

HFM is aninternationally acclaimed multi-asset broker, deliveringcutting-edge trading tools, platforms, and conditions totraders worldwide. We are committed to innovation,transparency, and excellence in the financial markets.

As wecontinue to expand, we are seeking a driven and strategic Voice / Telephony Engineer tojoin our team.

Responsibilities :

• Manage and maintain cloud-based telephony platforms, ensuring reliable service availability and performance.
• Handle user onboarding, offboarding, account provisioning, and access management for telephony systems.
• Configure and maintain phone numbers, extensions, call routing, IVR menus, queues, and other telephony features.
• Troubleshoot voice-related issues, including dropped calls, poor audio quality, one-way audio, failed connections, and routing problems.
• Manage and elevate technical support tickets, coordinating with telephony providers on number provisioning, regional connectivity, service changes, and incident resolution.
• Monitor call quality, service availability, and performance, addressing recurring issues in collaboration with Network, Security, IT Support, and business teams.
• Maintain accurate documentation of telephony configurations, phone numbers, routing, and operational procedures.

Requirements

Must have:

• Minimum of 3 years of relevant experience in similar role.
• Experience administering and supporting PBX, cloud-based telephony, VoIP, or contact center platforms.
• Good understanding of call routing, number management, IVR, queues, and user provisioning.
• Strong troubleshooting skills in voice quality, connectivity, and call routing, with knowledge of TCP/IP, DNS, NAT, and firewalls.
• Experience coordinating with telecommunications providers, managing support cases, and handling technical escalations.

Nice to Have:

• Hands-on experience with cloud telephony, contact center platforms, and Voice Network Engineering (SIP, RTP, RTCP, VoIP).
• Knowledge of SIP trunks, registration, session management, call signaling, SBCs, PBX systems, and SIP gateways.
• Experience troubleshooting VoIP traffic using Wireshark, SIP traces, and packet captures.
• Understanding of voice codecs, QoS, jitter, latency, packet loss, and their impact on call quality.
• Experience with PSTN connectivity, DID provisioning, international numbering, and carrier routing.
• Familiarity with AWS S3, SQS, APIs, Python, scripting, and automation for telephony administration and reporting.

• HybridWork Model (2 days working from home)
• ComprehensiveHealth Insurance (from day one!)
• 21days of Annual Leave
• BirthdayLeave
• ReferralBonus Program

Additional Support

• VisaSponsorship and Relocation Assistance (If applicable)

Sounds like you?Let’s write the next chapter together!

Resumesmust be submitted in English.

Applicantsmust be eligible or have legalauthorization to work in the countrywhere the position is based.

All Applications will be handled with the strictestconfidentiality.