Senior Voice Engineer
Commsgroup is a global industry leader in voice communications. We currently deliver voice solutions using Microsoft Teams Direct Routing and other proprietary voice platforms across more than 30 countries. We offer an exciting opportunity to be part of our skilled global operations team based in our Manila operations hub.
As a Technical Support (Voice), you will be responsible for receiving customer enquiries via phone and email, diagnosing, troubleshooting, and resolving complex voice faults across SIP, PBX, and Session Border Controller (SBC) environments. You will work extensively with Audiocodes and Sonus/Ribbon SBC platforms, supporting both Microsoft Teams and hosted voice solutions.
This role is full-time and operates on a rotating roster covering morning, afternoon, and evening shifts.
Key Responsibilities- Diagnose and rectify SIP, SBC and PBX related voice faults on Vodia, Audiocodes, and Sonus/Ribbon platforms.
- Manage customer correspondence through the ticketing system, escalating and responding within SLA.
- Raise and escalate faults to upstream carriers and engineering team members.
- Assist customers with adds, moves, and changes.
- Configure SIP trunks, dial plans, and routing policies.
- Document processes and systems for the benefit of other team members.
- Assist customers deploying new voice solutions (if required).
- Motivated, passionate, and skilled technical support consultant.
- Excellent written and spoken English for direct client interaction.
- Customer-focused, problem solver, and team player.
- Strong desire to learn and continuously improve.
- Excellent attention to detail, with high trust and integrity.
- Ability to work autonomously as well as part of a team.
- At least 2 years experience with Audiocodes, Ribbon/SONUS, and/or Microsoft Teams.
- Solid understanding of SIP and key network protocols (DNS, NAT).
- Experience in technical support or service delivery, with troubleshooting via packet capture software (e.g., Wireshark).
- Moderate network knowledge and general telecommunications troubleshooting.
- Hands-on experience troubleshooting vendor equipment from Cisco, Polycom, Yealink.
- Experience with Asterisk, Kamailio, Broadsoft, Vodia, or other similar Hosted PBX platforms is highly regarded.
- Knowledge or experience of SQL and Power BI is a plus.
- Full-time (Roster)
- Flexible Work from Home Arrangements (1 day per week in the office, for day shifts)
- Friendly work environment and positive culture with opportunities to learn and grow
- Flexible training and certification options