Hirestaffs•3h ago
Naukri
PABX / VoIP Engineer
Mumbai Suburban
Full Time
Mid Level
175000-500000
N/A
N/A
N/A
Qualifications
4/4 matched
Experience Level: Mid Level
- Analytical
- structured problem-solving
- and client-facing communication skills. </p><p>17. Familiarity with ticketing systems processes. </p><p>18. Excellent English communication skills and customer service orientation. </p><p>19. Excellent attitude and great phone etiquette. </p><p>20. Team Player with ability to motivate and knowledge share with other team members to deliver excellent customer services. </p><p>21. Ability to demonstrate clear and confident communication skills both written and verbal. </p><p>22. Ability to multi-task
- prioritise and escalate accordingly </p><p>23. Tenacity and dedication to pursue an issue from beginning to end. </p><p>24. Self-motivated’ ability to work unsupervised. </p><p>25. Desirable: Hospitality IT experience. </p>
Full Job Description
Role and Responsibilities
- Serve as the primary contact for telecommunications support via phone, email, or ticketing system.
- Install, configure, and manage IP-PBX systems including Matrix, FreePBX, and ComXchange.
- Set up and maintain SIP trunks, call routing, dial plans, IVR systems, hunt groups, and voicemail functionalities.
- Troubleshoot VoIP call issues related to latency, jitter, packet loss, NAT traversal, codec mismatches, and registration failures.
- Implement and maintain Session Border Controllers (SBCs), gateways, and analog integrations (FXO/FXS, GSM, PRI).
- Monitor system health using dashboards, SNMP tools, and call quality metrics like Mean Opinion Score (MOS), jitter, and packet loss.
- Manage the provisioning of handsets and softphones using auto-provisioning servers.
- Coordinate with Internet Service Providers (ISPs) and SIP trunk providers for line provisioning, number porting, and outage resolution.
- Perform version upgrades, firmware updates, and security patching for PBX and VoIP devices.
- Configure firewalls, Network Address Translation (NAT), and Quality of Service (QoS) policies to ensure stable and secure VoIP performance.
- Conduct root cause analysis (RCA) for issues such as dropped calls, poor audio quality, or failed registrations.
- Manage call recording, retention policies, and ensure compliance with relevant requirements.
- Support the integration between PBX systems and Hospitality Property Management Software (PMS).
- Maintain comprehensive VoIP documentation, including network diagrams, SIP configurations, trunk details, and extension plans.
- Implement redundancy and failover configurations to ensure high system availability.
- Collaborate with helpdesk and network engineers for multi-layer troubleshooting efforts.
- Participate in a 24/7 operations rotation, including after-hours maintenance windows as required.
- Work within a rotating shift roster to provide 24-7 coverage, including weekends.
Preferred Candidate Profile
- Possess a Diploma or Bachelor's degree in Telecommunications, Electronics, or Information Technology.
- Have 2–6 years of hands-on experience in VoIP administration, telecom engineering, or unified communications, ideally for Managed Service Providers (MSPs) or hospitality clients.
- Demonstrate strong experience with at least one PBX system: Matrix, FreePBX, or ComXchange.
- Exhibit a deep understanding of SIP/RTP, codecs (G.711, G.729, Opus), QoS, NAT, and STUN/TURN concepts.
- Possess firewall and network configuration skills with experience in Mikrotik and Cisco.
- Be familiar with Session Border Controllers (SBCs) and session management, such as AudioCodes.
- Have experience with softphones, mobile VoIP clients, and WebRTC integration.
- Show working knowledge of packet capture and analysis tools like Wireshark, tcpdump, or VoIPmonitor.
- Have exposure to Linux environments for command-line PBX management and scripting.
- Understand VoIP security best practices, including TLS/SRTP, Access Control Lists (ACLs), and SIP authentication.
- Possess integration knowledge with CRM/ticketing systems and API-based automation.
- Have experience managing SIP trunks and Direct Inward Dialing (DID) routing across multiple carriers.
- Be able to configure queue management, reporting, and agent supervision.
- Exhibit excellent troubleshooting and documentation skills, with clear written communication in English.
- Hold preferred certifications such as Matrix Certified Professional, 3CX Certified Engineer, or CCNA Voice.
- Possess strong soft skills including analytical and structured problem-solving abilities, and client-facing communication skills.
- Be familiar with ticketing system processes.
- Demonstrate excellent English communication skills and a customer service orientation.
- Exhibit an excellent attitude and great phone etiquette.
- Be a team player with the ability to motivate and share knowledge with other team members to deliver excellent customer services.
- Be able to clearly and confidently communicate both in writing and verbally.
- Have the ability to multitask, prioritize, and escalate issues appropriately.
- Show tenacity and dedication to pursue an issue from beginning to end.
- Be self-motivated with the ability to work unsupervised.
- Desirably have Hospitality IT experience.
Company
Hirestaffs
Mumbai Suburban
Posted on Naukri