Senior Engineer – Voice & Contact center technology

At Toku, we create bespoke cloud communications and customer engagement solutions to reimagine customer experiences for enterprises. We provide an end-to-end approach to help businesses overcome the complexity of digital transformation in APAC markets and enhance their CX with mission-critical cloud communication solutions. Toku combines local strategic consulting expertise, bespoke technology, regional in-country infrastructure, connectivity and global reach to serve the diverse needs of enterprises operating regionally. To augment our enterprise digital transformation offerings, we recently incorporated a new business consulting unit with a dedicated team of expert consultants into our operations.

As we continue creating momentum for our products in the APAC region and helping customers with their communications needs, we are looking for a Voice Engineer specializing in our 'Contact Center Technology.

Want to be part of our journey?

The Voice Engineer will be responsible for overseeing the design, testing, and deployment of the Voice infrastructure for Toku in APAC.

Responsibilities:

1. Oversee the design, testing, and deployment of Voice infrastructure, including IVR, VoIP phones, and infrastructure components such as SIP TRUNK/ISDN, PBXs, encryption devices, conference bridges, and call management servers.
2. Gather technical requirements from customers and develop low-level designs, implement solutions, and create user acceptance plans.
3. Stay updated with current secure communications devices and technologies, evaluate new software revisions/feature sets/patches, and conduct trade studies.
4. Conduct technical briefings with internal teams and customer representatives, and develop system documentation and drawings such as specifications, logical and physical architecture, and interconnect diagrams.
5. Demonstrate expertise in IVR and Contact Center technology, and build integrations across SSO/AD, CRM, case management, WFM, and other related contact centre solutions.
6. Utilize software development skills in Python or other programming languages to develop custom solutions or scripts as needed.
7. Work with vendors, suppliers, and principals to deliver projects on time and within budget.

Minimum Requirements:

1. 3-5 years of experience in Voice engineering, preferably with a background in contact centre technologies such as Cisco, Avaya, Genesys, or other voice systems.
2. Strong knowledge of IVR and Contact Center technology.
3. In-depth knowledge and experience with Session Border Controllers, SIP Servers, Voice Gateways, and VoIP protocols such as SIP, RTP, TLS, and SRTP.
4. Working knowledge and experience with Linux/Unix operating systems.
5. Experience with SIP proxies (OpenSIPS), PBXs (FreeSWITCH, Asterisk).
6. Expert knowledge in Configuring, Asterisk and FreeSWITCH.
7. Strong understanding of VOIP concepts, SIP protocol, Soft-switching, and Networking.
8. Experience in working with third party/open-source SIP stacks, implement QOS in VOIP networks.
9. Working knowledge and experience in solving common VoIP NAT traversal issues and using NGREP/SNGREP, TCPDump, or Wireshark.
10. Must have excellent analytical, troubleshooting problem-solving skills and be proficient at managing multiple tasks in a fast paced and dynamic environment.
11. Ability to work in an Individual contributor role, meet deadlines, identify issues, and resolve them independently with minimal supervision.
12. Experience supporting L2/L3 incidents and vendor escalations and adhere to SLAs.
13. Experience in supporting call centre solutions would be preferred.
14. Excellent verbal and written communication skills.
15. Strong organizational and interpersonal skills, with an ability to build relationships.
16. Work effectively within a team environment.