VoIP Infrastructure Support Engineer

Job Description

Overview:

PressOne Africa is the simplest way for entrepreneurs to get a phone number for their business. We offer a phone system that helps any business see all phone calls across their sales and support team. Founded in 2021, we're a fast-growing startup based in Lagos, and a Tech stars portfolio company.

We are seeking an Infrastructure Support Engineer to join our dynamic team. In this role, you will be responsible for maintaining and optimizing our IT infrastructure, ensuring system reliability and performance. The ideal candidate will troubleshoot and resolve hardware and software issues, manage network configurations, and provide technical support to internal teams. This role requires strong analytical skills, excellent communication abilities, and a deep understanding of network and server management. Your expertise will be crucial in ensuring the seamless operation of our IT environment and supporting our business objectives.

Key Responsibilities:

• Interfacing with customers to fix all network and VoIP related issues
• Assist in the design, deployment, and management of VoIP systems (FreeSWITCH, Open-sips, Kamailio etc.).
• Monitor and troubleshoot SIP trunks, ensuring optimal call quality and network performance.
• Collaborate on the configuration and maintenance of SIP servers, including setting up call routes, extensions, and IVRs.
• Support other engineers with their VoIP related deliverables
• Support the integration of VoIP systems with customer relationship management (CRM) platforms.
• Perform daily operations, including managing call queues, call routing, and troubleshooting inbound and outbound call issues.
• Work with network teams to configure firewalls, QoS, and ensure proper NAT traversal for VoIP services.
• Assist in the development and documentation of scalable VoIP infrastructure designs.
• Collaborate with senior engineers to implement solutions for international telco billing and call routing based on originating and destination countries.
• Perform regular performance analysis, debugging, and fine-tuning of VoIP and network systems to improve call reliability.
• Assist with upgrades, maintenance, and patch management for VoIP systems.
• Ensure security of VoIP systems by working on encryption, SIP authentication, and compliance with industry standards.
• Maintain high availability of systems by responding to and resolving incidents quickly and efficiently.

Requirements

What You Should Have:

• Bachelor’s degree in Information Technology, Computer Science, Telecommunications, or a related field (or equivalent experience).
• Minimum 4 years of experience working with VoIP technologies (SIP, RTP, FreeSWITCH, Open-sips, Kamailio etc.)
• Strong understanding of SIP protocols, PBX systems, and SIP trunk configuration.
• Experience with CRM integrations (e.g., Salesforce, HubSpot, or custom CRMs).
• Solid understanding of networking concepts including TCP/IP, VPN, NAT, firewall configurations, and QoS.
• Familiarity with CLI scripting and automation to streamline VoIP operations.
• Knowledge of call center software and solutions.
• Experience in troubleshooting call quality issues (jitter, latency, packet loss) using tools like RTCP, Wire shark, etc.
• Familiarity with international telco billing solutions and dynamic routing.

Who You Are:

• Detail-Oriented Problem Solver: You have excellent problem-solving skills with a strong attention to detail.
• Independent and Collaborative Worker: You can work both independently and as part of a team.
• Effective Communicator: You possess strong communication skills for technical documentation and collaboration with cross-functional teams.
• Multi-Tasking Pro: You have the ability to handle multiple projects and meet deadlines

Benefits

Why PressOne Africa?

• Impact: Make a real difference in the lives of entrepreneurs across Africa by building the communication infrastructure of the future.
• Growth: Be part of a fast-growing company with opportunities for professional development.
• Culture: You'll join a collaborative and inclusive team that is obsessed with delighting customers.
• Benefits: We offer competitive compensation, comprehensive benefits, and the opportunity to be part of something truly meaningful