VoIP & Cloud PBX Specialist — Customer-Facing Troubleshooter

ZTelco, Inc.; Philippines; On-site; PHP 600,000 - 900,000; Full time

Job summary

RingPlan is seeking a customer-facing technical specialist in the Philippines to troubleshoot SIP and hosted PBX systems, configure and maintain voice environments, and handle tickets through verified resolution. You will work with engineering on AI-assisted workflows and drive reliable service for our business and white-label customers.

The role emphasizes diagnosing calls, maintaining devices, and coordinating with cross-functional teams to ensure timely outcomes and documented improvements.

Qualifications

• Hands-on experience troubleshooting business VoIP and administering hosted/cloud PBX systems.
• Strong SIP registration/authentication, signaling, SDP, and RTP understanding.
• Experience provisioning and diagnosing desk phones and apps, and designing PBX call flows.
• Voice‑related network fundamentals: IP addressing, DNS, DHCP, NAT/firewalls, VLANs, latency, jitter, and packet loss.
• Clear spoken and written English with business users and technical partners.

Responsibilities

• Diagnose failed calls, one-way audio, quality, registration, and caller ID; gather diagnostics.
• Review AI-prepared analysis and validate proposed solutions with engineering and escalation when needed.
• Maintain devices and PBXs; configure users, extensions, numbers, voicemail, auto attendants, queues, routes.
• Make safe changes after verifying requirements, compatibility, and recovery paths; update configuration records.
• Explain findings clearly and own the customer conversation, including next steps and timing.
• Escalate to engineering or vendors when needed and retain ownership of the outcome.
• Verify before closing; test the original failure and document preventive steps for future outages.

Skills

SIP analysis

PBX troubleshooting

Ticketing & communication

Networking fundamentals

English communication

Tools

Wireshark

VoIPmonitor

SIP trunks

Desk phones provisioning

Job description

RingPlan is seeking a customer-facing technical specialist in the Philippines to troubleshoot SIP and hosted PBX systems, configure and maintain voice environments, and handle tickets through verified resolution. You will work with engineering on AI-assisted workflows and drive reliable service for our business and white-label customers.

The role emphasizes diagnosing calls, maintaining devices, and coordinating with cross-functional teams to ensure timely outcomes and documented improvements.