About this role
JOB DESCRIPTION · VOICE NETWORK ENGINEERING Network Engineer – Voice Voicerra · Amazon Connect · UCaaS SIP / VoIP · CCaaS · Contact Centre · Cloud Telephony · IVR / CX Flows Voicerra Platform Amazon Connect SIP Trunking WebRTC QoS / DSCP AWS Lambda / Lex Network / Voice Engineering Department Network Manager / Head of IT Reports To Full-Time Employment 4–8 Years Experience POSITION OVERVIEW We are seeking a skilled Network Engineer specialising in Voice to design, implement, and support our enterprise voice and contact centre infrastructure. This role focuses on two primary platforms — Voicerra (cloud-hosted voice and UCaaS) and Amazon Connect (AWS-native cloud contact centre) — alongside core SIP/VoIP architecture, call routing, and voice quality engineering. The ideal candidate understands both the network-layer foundations of enterprise telephony and the application-layer complexity of cloud CCaaS platforms, and can bridge the gap between UC engineering, CX operations, and cloud infrastructure teams. PRIMARY PLATFORM PILLARS ️ Voicerra Cloud UCaaS & Voice Platform SIP trunk provisioning DID / number management Call routing & dial plans Voicerra admin portal Voicemail & auto-attendant API & webhook integration Amazon Connect AWS Cloud Contact Centre Instance & queue configuration Contact flow / IVR design Lambda & Lex integration Real-time & historical reports Agent workspace setup CRM (Salesforce) integration Voice Network SIP / VoIP / QoS Foundation SIP trunk design & management H.323 / MGCP fundamentals WebRTC gateway configuration QoS / DSCP marking & queuing LAN/WAN voice optimisation SRTP / TLS voice security HOW SUCCESS IS MEASURED 0 > 99.9% Voice platform availability SLA One-way voice latency (LAN/WAN) Network / Voice Engineering Department Call drop / failure rate KEY RESPONSIBILITIES ️ Voicerra Platform Engineering Administer and configure the Voicerra cloud UCaaS platform — provisioning SIP trunks, managing DID number pools, and configuring call routing rules and dial plans. Build and maintain auto-attendant menus, hunt groups, ring groups, time-based routing policies, and voicemail configurations within the Voicerra portal. Manage Voicerra user provisioning, extension assignment, device registration (softphones, IP handsets), and licence allocation across the organisation. Integrate Voicerra with Microsoft Teams (Direct Routing), CRM platforms, and helpdesk systems via SIP interconnects and REST API / webhook configurations. Monitor Voicerra platform health, CDR (call detail records) analytics, and trunk capacity utilisation; identify and remediate call quality or routing anomalies. Coordinate with Voicerra vendor support for platform upgrades, new feature rollouts, and escalation of service-affecting issues within SLA. Amazon Connect Administration & Development Design, build, and maintain Amazon Connect contact flows (IVR) using the visual flow editor and Lambda-backed dynamic routing logic for multi-skill, multi-queue environments. Configure Amazon Connect instances — queues, routing profiles, hours of operation, agent hierarchies, quick connects, and security profiles. Integrate Amazon Connect with AWS services: Lambda (business logic), Lex (NLU chatbot), DynamoDB (caller data lookup), S3 (call recordings), and Kinesis (streaming analytics). Connect Amazon Connect with CRM platforms (Salesforce, Zendesk) using the Amazon Connect CTI adapter and custom Lambda integrations for screen-pop and case creation. Build real-time and historical reporting dashboards using Amazon Connect Metrics, CloudWatch, and QuickSight for contact centre performance visibility. Implement Amazon Connect outbound campaigns, task management, and chat/omnichannel routing alongside voice queues. Manage Amazon Connect costs — instance configuration, contact recording storage lifecycle, and Lambda invocation optimisation for cost-efficient operations. SIP, VoIP & Voice Network Engineering Design and manage enterprise SIP trunk connectivity — PSTN carrier interconnects, SIP proxy configuration, failover routing, and least-cost routing (LCR) policies. Troubleshoot SIP signalling issues using protocol analysers (Wireshark, SIP trace logs), diagnose call setup failures, codec mismatches, and NAT traversal problems. Implement and manage Session Border Controllers (SBCs) — AudioCodes, Ribbon/GENBAND, or Oracle ACME Packet — for SIP normalisation, security, and interoperability. Configure and enforce QoS policies (DSCP marking, CBWFQ, LLQ, traffic shaping) across LAN/WAN infrastructure to guarantee voice quality for real-time media flows. Manage codec selection (G.711, G.729, Opus, SILK) and bandwidth planning for voice and video calls across site-to-site and cloud-connected environments. Implement voice security controls including SRTP/TLS media encryption, SIP authentication, and toll-fraud prevention measures across all voice platforms. Voice Quality Monitoring & Troubleshooting Own proactive voice quality monitoring using tools such as RTCP, PRACK, MOS scoring, and jitter/latency dashboards to detect degradation before customer impact. Investigate and resolve complex voice quality complaints — packet loss, jitter, echo, one-way audio — using packet captures, SBC traces, and network path analysis. Conduct end-to-end call flow testing across Voicerra, Amazon Connect, SBC, and PSTN paths during changes, upgrades, and new deployments. Perform network readiness assessments for new sites and remote worker deployments — bandwidth calculation, latency testing, and QoS validation. Collaboration, Change & Documentation Collaborate with the network, security, and CX teams to deliver voice infrastructure ch