Voice Engineer
If you are a Voice Support Engineer with proven experience of supporting MS Teams direct routing, SBC, SIP and AudioCodes, we have a new role we would like to discuss with you.
Please note this role is 100% remote but must be UK based.
The successful candidate will operate primarily in a Level 2/3 support & provisioning capacity, while also contributing to project delivery activities, working directly with customers and senior technical stakeholders. As much of the wider organisation operates offshore, this role requires a highly motivated, self-starting engineer who is comfortable working independently while collaborating with an international team across multiple time zones.
Key Responsibilities:
- Provide Level 2/3 support for enterprise telephony and voice platforms
- Diagnose and resolve complex voice issues across SIP, SBC, and Teams environments
- Support AudioCodes SBCs (eg Mediant series) and OVOC platforms
- Perform provisioning, incident, problem, and change management activities in line with ITIL principles
- Act as an escalation point for complex voice faults and service degradation
Voice Delivery & Projects
- Deliver and support Microsoft Teams Direct Routing solutions
- Assist in the design, deployment, and migration of voice services to Teams
- Participate in customer voice projects, including upgrades, migrations, and new deployments
- Produce and maintain technical documentation and handover materials
Customer & Stakeholder Engagement
- Work directly with customers, partners, and senior stakeholders
- Clearly communicate technical concepts to both technical and non-technical audiences
- Provide operational guidance and best-practice recommendations
- Represent the voice team in customer meetings and project calls
Required Skills & Experience
Essential
- Minimum 5 years' experience working with Telephony/Voice technologies
- Minimum 5 years' experience in a Level 2/3 support role
- Strong hands-on experience with:
- AudioCodes SBCs
- AudioCodes OVOC
- Microsoft Teams Phone with Direct Routing
- Solid understanding of:
- SIP, RTP/SRTP
- Voice networking concepts (NAT, Firewalls, QoS)
- High-availability and resilient voice architectures
- Excellent communication and interpersonal skills
- Ability to work independently for extended periods
- Comfortable working within global, distributed teams
Desirable
- Experience delivering telephony or UC projects
- Experience with Teams Survivability (SBA) or branch voice solutions
- Exposure to carrier integrations and PSTN providers
- Relevant vendor certifications (Microsoft, AudioCodes, etc.)