Role description

VoIP Operations Engineer

SingleComm

TypeFull-time

WorkplaceRemote

SeniorityJunior

LocationUnited States

Posted6/9/2026

Engineering

We’re looking for a VoIP Operations Engineer with hands-on production experience to help operate and scale a carrier-grade voice platform. You’ll work directly with FreeSWITCH, Kamailio, SIP carriers, and cloud infrastructure, owning troubleshooting, reliability, and operational excellence.

This role combines deep technical work, incident response, and clear communication. You’ll be trusted not only to fix issues, but to explain them clearly and with evidence to internal teams.

Core Technical Requirements (Hands-On)

VoIP & Telecom

You should be comfortable independently debugging:

FreeSWITCH

Dialplans, gateways, SIP profiles

Codec negotiation, NAT handling

Log analysis and call failure diagnosis

Kamailio

SIP routing logic

Dispatcher / load balancing

Acting as a SIP proxy in front of media servers

SIP signaling

Full call flows (INVITE → BYE)

Re-INVITEs, CANCELs, SIP error handling (4xx/5xx)

SIP tracing

sngrep, ngrep, packet captures, HOMER

Correlating multi-leg calls and Call-IDs

RTP & media

RTP negotiation and flow

SDP analysis, codec mismatches

One-way / no-audio troubleshooting

Telco layer

Origination vs termination

DIDs, carriers, SBCs, SIP interconnects

Voice KPIs (ASR, ACD, PDD, MOS)

🔧
Infrastructure, Automation & Reliability

Cloud & Automation

AWS: EC2, security groups, basic VPC/networking

Terraform: modify and maintain existing modules

Ansible: configuration management and provisioning

Containers & Delivery

Docker: containerized services, networking, volumes

CI/CD: GitHub Actions, GitLab CI, or similar

(build → deploy → rollback understanding)

Observability & Capacity

Monitoring & Alerting

Prometheus, Grafana, CloudWatch, or equivalents

Responding to alerts and troubleshooting in real time

Infrastructure dimensioning

CPU, memory, disk, network sizing

Capacity planning for growth and peak traffic

Configuration Management

Deep familiarity with configuration management tools (Ansible, Terraform) not only for infrastructure but also for service deployment and maintenance of core applications (e.g., FreeSWITCH, Kamailio, web servers like Apache/Nginx).

🐧
Linux & Operations (Must Be Very Comfortable)

Strong Linux command-line skills

Reading and analyzing logs

Network and system-level troubleshooting

Comfortable operating on production systems

Automation and Scripting: Proficiency in at least one common scripting language (Python, Bash) for automating repetitive tasks, analyzing data, and performing system-level operations.

📈
Responsibilities

Operate and support a live VoIP platform

Respond to alerts and troubleshoot incidents

Debug SIP/RTP issues and call quality problems

Participate in a light on-call rotation

Work with carriers and vendors during incidents

Improve monitoring, alerting, and automation

Support Account Executives with clear technical explanations

Contribute to scaling and architecture decisions

Identify cost-saving opportunities based on resources utilization

📞
On-Call Expectations

Participation in a light, shared on-call rotation

Alerts are infrequent and actionable

Focused on:

Call failures

Media/RTP issues

Carrier connectivity

Initial triage, troubleshooting, and escalation

No constant paging

No noisy or consumer-scale alerting

We run real-time systems, so on-call exists — but it is intentionally kept sane, meaningful, and sustainable.

🤝
Cross-Team & Customer Support Responsibilities

Work closely with Account Executives during incidents or escalations

Clearly determine and explain:

When an issue is on our side

When it is carrier-side

When it is external or customer-side

Provide evidence-based explanations:

SIP traces

Logs

Metrics

Enable AEs to communicate accurately and confidently with customers

🗣️ Communication & Collaboration (Very Importa
n</

t)Strong written and verbal communication ski

llsAbility to explain complex technical issues clearly and cal

mlyComfortable presenting conclusions backed by d

ataUnderstands the difference between

Facts->Assumption->Hypothese

Clear, professional communication during incident

🎓 Requirede Experie

nce2+ years of hands-on VoIP experie

nceProduction exposure to FreeSWITCH and/or Kamai

lioExperience operating real-time systems in Linux environment

Relevant archetypes

Apply on LinkedIn

Company info

SingleComm

Imagine a future where your customer communication flows smoothly, without a hitch, across all channels – that's SingleComm. We're not just another CCaaS provider; we're the game-changer. With us, you're getting the only complete, cloud-native, OmniChannel experience that's designed to be as dynamic and forward-thinking as your business needs. Our platform doesn’t just adapt; it's built from the ground up to be the most customizable and agile system in the industry. And we know that support matters – that's why our best-in-class support team is on standby, guaranteeing a human response within 5 minutes. Don't just take our word for it – experience the difference with SingleComm, where innovation meets unrivaled efficiency. Discover the power of one: the single solution with omnichannel ACD, workforce management tools, customized agent workflows, enriched analytics, and more, created and run by call center professionals. Discover the cloud-native, modular, powerful WebRTC platfor

Seed

HQRichmond, US