Voice Operations Engineer – 24×7 Customer Support

Kore.ai is a globally recognized leader in the conversational and generative AI space helping enterprises deliver extraordinary experiences for their customers, employees, and contact center agents. Kore.ai’s goal is to empower businesses with effective, simple and responsible AI solutions that create engaging interactions. sectors serving over 100M of consumers and 500,000+ employees worldwide. With billions of interactions automated using our AI-powered technology, we have been able to save over $500M for these companies. 

Kore.ai is one of the fastest growing AI companies globally. We are recognized as a leader by the leading technology and industry analysts like Gartner, Forrester, IDC, ISG, Everest, and others. 

Founded in 2014 by serial successful entrepreneur, Raj Koneru, Kore.ai supports customers globally across offices in Orlando, Hyderabad, New York, London, Germany, Dubai Frankfurt, Tokyo and Seoul.

We’re reshaping the way companies harness the power of AI, simplifying and enhancing accessibility. Work alongside some of the brightest minds in the industry to pioneer safe, reliable solutions. Join the Kore.ai team and help companies of all sizes simplify the adoption of advanced AI solutions responsibly.

Voice Operations Engineer – 24×7 Customer Support

About the Role

·       We are seeking a skilled and customer-focused Voice Operations Engineer to join our 24×7

·       Voice Gateway Operations team. The role will support enterprise customers, troubleshoot

·       real-time voice and telephony issues, monitor production environments, and ensure timely

·       resolution of incidents across global regions.

·       The ideal candidate will have strong knowledge of voice protocols, networking, Linux

·       administration, monitoring tools, and excellent customer communication skills. The ability to

·       remain calm under pressure, ask the right diagnostic questions, and clearly articulate

·       technical findings is essential.

Key Responsibilities

·       Provide 24×7 operational support for Voice Gateway, telephony, SIP, RTP, SBC, and

contact-center environments.

·       Monitor voice infrastructure, call quality, service availability, traffic patterns, and system health.

·       Troubleshoot issues related to call failures, call drops, one-way audio, no audio, DTMF, codec negotiation, SIP registration, routing, and media connectivity.

·       Analyze SIP signaling and RTP media flows to identify the root cause of customer-

impacting issues.

·       Use tools such as Homer, Grafana, VoIP monitoring platforms, logs, traces, dashboards, and packet captures for troubleshooting.

·       Investigate network, firewall, DNS, NAT, routing, port-access, and connectivity-related issues.

·       Work with customers to collect call IDs, timestamps, SIP traces, source IPs, network

details, recordings, and other relevant diagnostic information.

·       Communicate clearly with customers during incidents, explain the problem statement, provide regular updates, and set appropriate expectations.

·       Collaborate with Engineering, DevOps, QA, Product, carriers, SBC teams, and third-

party vendors to drive issues to closure.

·       Perform initial incident triage, impact assessment, escalation, and follow-up based on defined SLAs.

·       Maintain accurate incident records, troubleshooting notes, root-cause analysis, and

customer communication history.

·       Support production deployments, configuration changes, service restarts, feature

enablement, and post-change validation.

·       Identify recurring issues and recommend preventive actions to improve platform reliabilityand customer experience.

·       Participate in shift rotations, weekend coverage, incident bridges, and major customer escalations.

Required Qualifications

3–5 years of experience in Voice Operations, NOC, Technical Support, Network Operations, Telecom Operations, or a related role.

Strong understanding of voice and telephony protocols, including:

·       SIP

·       RTP/RTCP

·       SDP

·       SIP REGISTER, INVITE, ACK, BYE, CANCEL, REFER, and 200 OK flows

·       DTMF, codecs, NAT traversal, and media negotiation

Hands-on experience troubleshooting voice issues such as:

·       Call setup failures

·       Call drops and mid-call disconnects

·       One-way or no audio

·       Audio quality issues

·       SIP registration failures

·       DTMF failures

·       Transfer and routing issues

·       Carrier or SBC connectivity problems

·       Good knowledge of networking fundamentals, including TCP/IP, UDP, DNS, NAT,

·       routing, firewalls, ACLs, TLS, and port connectivity.

·       Working knowledge of Linux administration, commands, services, logs, processes,

·       networking, and basic performance troubleshooting.

Experience with monitoring and observability tools such as:

·       Homer

·       Grafana

·       VoIP monitoring platforms

·       Prometheus, Datadog, ELK/OpenSearch, or equivalent tools

·       Ability to analyze logs, SIP traces, packet captures, and call-flow data.

·       Strong problem-solving, debugging, and incident-management skills.

·       Excellent verbal and written communication skills.

·       Ability to clearly explain technical issues, findings, impact, and next steps to customers and internal stakeholders.

Preferred Qualifications

·       Experience working with SBCs, SIP carriers, cloud telephony, contact-center platforms, or CPaaS solutions.

·       Familiarity with FreeSWITCH, Asterisk, RTP engines, AudioCodes, Twilio, or similar

·       voice technologies.

·       Experience using Wireshark, tcpdump, sngrep, SIPp, or similar troubleshooting tools.

·       Exposure to AWS, GCP, or other cloud environments.

·       Knowledge of call-quality metrics such as MOS, jitter, latency, packet loss, and packet-delay variation.

·       Experience supporting global enterprise customers in a managed services or SaaS

·       environment.

·       ITIL certification or experience with structured incident and problem-management

·       processes.

Key Attributes

·       Customer-focused and committed to timely issue resolution.

·       Calm, composed, and effective during high-pressure incidents.

·       Strong listener who can ask precise and relevant diagnostic questions.

·       Able to convert complex technical findings into a clear customer-facing problem

·       statement.

·       Fast learner with the ability to adapt to new tools, technologies, and customer

·       environments.

·       Self-driven and accountable, with strong ownership of assigned incidents.

·       Collaborative team player who works effectively across Engineering, DevOps, Product,and Customer Success.

·       Flexible and comfortable working in a 24×7 rotational shift environment.

·       Proactive in identifying recurring problems and improving operational processes.

Work Schedule

This role requires participation in a 24×7 rotational shift model, including night shifts,

weekends, and public holidays as part of the operations support schedule.

EDUCATION QUALIFICATION:  Bachelor's degree in Computer Science, Information Technology, or a related field(MCA).