The Role
Manage and support cloud-based telephony and VoIP platforms, including provisioning users, configuring numbers, extensions, routing, IVR menus, and queues. Troubleshoot voice quality, connectivity, and routing issues; monitor service performance; coordinate with telecommunications providers on escalations and provisioning; and maintain detailed technical documentation. The role may also involve SIP analysis, packet captures, automation, APIs, and Python scripting.
Summary Generated by Built In
About
Us
HFM is an internationally acclaimed multi-asset broker, delivering cutting-edge trading tools, platforms, and conditions to traders worldwide. We are committed to innovation, transparency, and excellence in the financial markets.
As we
continue to expand, we are seeking a driven and strategic Voice / Telephony Engineer to
join our team.
Responsibilities :
- Manage and maintain cloud-based telephony platforms, ensuring reliable service availability and performance.
- Handle user onboarding, offboarding, account provisioning, and access management for telephony systems.
- Configure and maintain phone numbers, extensions, call routing, IVR menus, queues, and other telephony features.
- Troubleshoot voice-related issues, including dropped calls, poor audio quality, one-way audio, failed connections, and routing problems.
- Manage and escalate technical support tickets, coordinating with telephony providers on number provisioning, regional connectivity, service changes, and incident resolution.
- Monitor call quality, service availability, and performance, addressing recurring issues in collaboration with Network, Security, IT Support, and business teams.
- Maintain accurate documentation of telephony configurations, phone numbers, routing, and operational procedures.
Requirements
Must have:
- Minimum of 3 years of relevant experience in similar role.
- Experience administering and supporting PBX, cloud-based telephony, VoIP, or contact center platforms.
- Good understanding of call routing, number management, IVR, queues, and user provisioning.
- Strong troubleshooting skills in voice quality, connectivity, and call routing, with knowledge of TCP/IP, DNS, NAT, and firewalls.
- Experience coordinating with telecommunications providers, managing support cases, and handling technical escalations.
Nice to Have:
- Hands-on experience with cloud telephony, contact center platforms, and Voice Network Engineering (SIP, RTP, RTCP, VoIP).
- Knowledge of SIP trunks, registration, session management, call signaling, SBCs, PBX systems, and SIP gateways.
- Experience troubleshooting VoIP traffic using Wireshark, SIP traces, and packet captures.
- Understanding of voice codecs, QoS, jitter, latency, packet loss, and their impact on call quality.
- Experience with PSTN connectivity, DID provisioning, international numbering, and carrier routing.
- Familiarity with AWS S3, SQS, APIs, Python, scripting, and automation for telephony administration and reporting.
Resumes
must be submitted in English.
Applicants must be eligible or have legal authorization to work in the country where the position is based.
Applicants must be eligible or have legal authorization to work in the country where the position is based.
Benefits
- Hybrid
Work Model (2 days working from home)
- Comprehensive
Health Insurance (from day one!)
- 21
days of Annual Leave
- Birthday
Leave
- Referral
Bonus Program
Additional Support
- Visa
Sponsorship and Relocation Assistance (If applicable)
Sounds like you?
Let’s write the next chapter together!
All Applications will be handled with the strictest
confidentiality.
Skills Required
- Minimum of 3 years of relevant experience in a similar role
- Experience administering and supporting PBX, cloud-based telephony, VoIP, or contact center platforms
- Understanding of call routing, number management, IVR, queues, and user provisioning
- Strong troubleshooting skills in voice quality, connectivity, and call routing
- Knowledge of TCP/IP, DNS, NAT, and firewalls
- Experience coordinating with telecommunications providers, managing support cases, and handling technical escalations
- Hands-on experience with cloud telephony, contact center platforms, and voice network engineering
- Knowledge of SIP trunks, registration, session management, call signaling, SBCs, PBX systems, and SIP gateways
- Experience troubleshooting VoIP traffic using Wireshark, SIP traces, and packet captures
- Understanding of voice codecs, QoS, jitter, latency, packet loss, and their impact on call quality
- Experience with PSTN connectivity, DID provisioning, international numbering, and carrier routing
- Familiarity with AWS S3, SQS, APIs, Python, scripting, and automation for telephony administration and reporting
- Legal authorization to work in the country where the position is based
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The Company
What We Do
HFM is an internationally acclaimed, regulated multi-asset broker serving retail and institutional clients worldwide. The company provides online trading services and platforms across forex, contracts for difference (CFDs), futures, commodities, stocks, and indices. Its offering emphasizes competitive trading conditions, innovative tools, partner support, and access to multiple global markets through its financial technology infrastructure, helping traders participate in global markets.
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