Voice Engineer (VoIP/SIP)

We’re looking for a Voice Engineer with atleast 3 years of experience in voice operations, VoIP, or telecommunications. You’ll be responsible for monitoring voice services, performing first-level troubleshooting, handling incidents, and escalating complex issues to L2 support to ensure service availability and SLA compliance.

What You’ll Do

• Monitor voice services, communication platforms, and network alarms
• Perform first-level troubleshooting of VoIP and telephony-related incidents
• Investigate basic call quality, SIP, and call routing issues
• Perform initial incident diagnosis and determine the appropriate escalation path
• Create, update, and track incident and service request tickets
• Follow standard operating procedures (SOPs) for troubleshooting and incident resolution
• Escalate complex issues to L2/L3 teams and coordinate with technical support groups
• Coordinate with vendors and Technical Assistance Centers (TAC) when needed
• Provide incident updates to customers and stakeholders
• Support routine maintenance, service testing, and operational activities
• Maintain incident reports, technical documentation, and shift handover notes
• Ensure SLA adherence and timely incident escalation

What We’re Looking For

• 3–5 years of experience in Voice Operations, VoIP Support, Telecommunications, or NOC operations
• Experience in voice service monitoring and first-level troubleshooting
• Basic to intermediate understanding of VoIP, SIP protocols, and call routing
• Familiarity with Session Border Controllers (SBC) and Unified Communications
• Good incident investigation and problem-solving skills
• Experience with ticketing systems, incident management, and escalation procedures
• Good communication and coordination skills
• Willingness to work on a shifting schedule, including 24x7 operations if required

Technical Skills

Must-Have:

• VoIP Technologies
• SIP Protocols
• Basic Voice Troubleshooting
• Call Routing Fundamentals
• Voice Service Monitoring
• Incident Management and Ticketing
• L1 Support and Escalation Handling

Nice-to-Have:

• Session Border Controllers (SBC)
• Unified Communications
• Carrier Network Management Systems
• Call Flow Analysis
• Wireshark and Basic Packet Analysis
• Network Monitoring Systems (NMS)
• Vendor Coordination and TAC Escalation

Why Join?

• Work with enterprise-level voice and telecommunications technologies
• Gain exposure to VoIP, SIP, SBC, and Unified Communications
• Develop your troubleshooting and technical support expertise
• Learn from experienced L2/L3 engineers and technical teams
• Be part of a fast-paced technical operations environment
• Hybrid work arrangement

Pay: Php50,000.00 - Php70,000.00 per month

Application Question(s):

• How much is your asking salary?

Work Location: Hybrid remote in National Capital Region