Junior VoIP Engineer

6 days ago

Lahore Johar Town, Pakistan Physicians Revenue Group Full time 1,200,000 - 2,400,000 per year

About the role

We're hiring a Junior VoIP Engineer to keep our cloud telephony running smoothly day-to-day and to be the first-line owner of all phone-system tickets for our U.S. executive team. You'll focus on administration, support, and small changes across Vonage Business Communications and Dialpad, ensuring reliable service, crisp call quality, and white-glove support.

What you'll do

Operations & Maintenance

  • Perform daily health checks, review alerts, and clear alarms in Vonage/Dialpad admin portals.
  • Execute MACDs (adds/moves/changes/deletes), device provisioning, number assignment, voicemail, call recording, and routing updates.
  • Maintain IVRs/auto-attendants, ring groups, call queues, business hours/holiday schedules, and E911 addresses.
  • Coordinate routine updates, license management, and vendor tickets with Vonage/Dialpad support.

Executive Support & Help Desk

  • Triage and resolve all executive team phone tickets (desktop/mobile apps, desk phones, headsets, call routing, conferencing).
  • Provide white-glove onboarding, 1:1 setup, and rapid response within agreed SLAs; create quick-reference guides.
  • Proactively monitor exec lines/queues during key events; prepare fallback routing and temporary call flows.

Troubleshooting

  • Diagnose call-quality issues (one-way audio, jitter, packet loss, poor MOS) across user device, network, and carrier layers.
  • Use logs/analytics (Dialpad dashboards, Vonage call reports), packet captures when needed, and coordinate with networking for QoS.

Provisioning & Number Management

  • Handle DIDs, extensions, CNAM, and basic LNP requests; maintain accurate inventory, work with teams to resolve any dialing issues like spam and troubled numbers, and E911 records.

Security, Compliance & Documentation

  • Enforce access controls, MFA, least privilege in admin consoles; manage certificates/SSO where applicable.
  • Keep SOPs, knowledge base articles, and change logs current; contribute to runbooks and end-user guides.

Collaboration & Escalation

  • Partner with Network/IT for LAN/WAN QoS and firewall rules (SIP/RTP ports as required).
  • Escalate complex issues to Senior VoIP Engineer and vendors with clear reproduction steps and call examples.

What you'll bring

  • Experience: 4–5 years in VoIP/UC administration or support, including hands-on with Vonage and Dialpad (admin portals, call routing, queues, analytics).
  • Skills & knowledge: SIP/RTP basics, codecs (G.711/Opus), NAT traversal, E911/Kari's Law/RAY BAUM's Act fundamentals.
  • Device provisioning (Poly/Yealink), softphone setup on Windows/macOS/iOS/Android; headset troubleshooting.
  • Networking fundamentals (DHCP options, VLANs, QoS/DSCP, basic firewall rules), Wireshark/sngrep familiarity.
  • Ticketing and documentation (Invgate/Mojo Helpdesk); strong customer service and executive presence.
  • Nice to have: SSO (Azure AD/Okta), MDM (Intune/Jamf), call recording/retention policies, basic scripting (PowerShell), ITIL concepts.

Success looks like

  • 95%+ of executive tickets resolved within SLA; CSAT ≥ 4.7/5.
  • Consistent MOS within target; measurable reduction in recurring issues.
  • Zero stale E911 records; accurate number/license inventory.
  • Up-to-date runbooks and user guides; clear, audit-ready change history.

Job Type: Full-time

Work Location: In person

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