Job Description

EXPERIENCE:

• 5 years of experience working with VoIP technologies and IP telephony systems.
• Hands-on experience with SIP trunking, VoIP gateways, and PBX systems (IP-PBX, cloud PBX).
• Familiarity with VoIP protocols such as SIP, H.323, RTP, and MGCP.
• Familiarity with Mitel, PortaOne, NEC and BroadSoft Solutions.

FORMAL EDUCATION:

• Grade 12 (NQF 4)
• Bachelor's Degree in Information Technology, Telecommunications, Computer Science (NQF 6) or a related field (or equivalent work experience) will be an advantage.

TECHNICAL / LEGAL CERTIFICATION

• Cisco Voice (e.g., CCNA/CCNP Collaboration)
• VoIP/SIP-related certifications (e.g., Ribbon, AudioCodes)
• Network certifications (e.g., CCNA, CCNP)
• ITIL
• Related PBX certifications

RESPONSIBILITIES:VoIP System Design & Deployment:

• Design, configure, and deploy VoIP systems, including IP-PBX, softphones, and hosted PBX solutions. Ensure system scalability, availability, and performance in line with business requirements.

SIP Trunking:

• Set up and manage SIP trunking services for seamless call routing between VoIP systems and traditional PSTN (Public Switched Telephone Network). Troubleshoot and resolve issues related to SIP signalling and call quality.

Session Border Controllers (SBCs):

• Configure and maintain SBCs for secure voice and video communication. Ensure interoperability between VoIP platforms, manage call routing, and maintain SBC security policies to protect VoIP infrastructure.

Quality of Service (QoS):

• Implement and manage Quality of Service (QoS) policies to prioritise voice traffic and ensure high call quality over IP networks. Identify and troubleshoot issues related to latency, jitter, and packet loss.

VoIP Security:

• Implement security measures to protect VoIP systems from threats such as eavesdropping, toll fraud, and denial-of-service (DoS) attacks. Collaborate with cybersecurity teams to ensure compliance with security protocols and industry standards.

VoIP Monitoring & Troubleshooting:

• Proactively monitor VoIP systems, call logs, and usage patterns to detect and resolve issues in real-time. Analyse call data to identify performance bottlenecks, and work with cross-functional teams to optimise system performance.

System Integration:

• Integrate VoIP systems with other communication platforms such as Unified Communications (UC), video conferencing, and CRM systems. Ensure seamless communication across different platforms and technologies.

Vendor Management:

• Liaise with third-party vendors and service providers for procurement, troubleshooting, and maintenance of VoIP infrastructure. Evaluate and recommend new products, features, and services to improve the VoIP environment.

Documentation:

• Develop and maintain detailed technical documentation, including network diagrams, system configurations, and standard operating procedures. Provide clear and concise documentation for system upgrades, changes, and incident resolution.

Support & Training:

• Provide level 2/3 technical support for VoIP-related incidents and service requests. Train internal teams and end-users on the features, functionality, and best practices of VoIP systems.

Technical Skills:

• Experience with VoIP platforms such as Mitel, Cisco Call Manager, NEC, or PortaOne.
• Proficiency in configuring and managing SBCs (Session Border Controllers) such as AudioCodes, Ribbon, or Cisco.
• Strong knowledge of network protocols and technologies including TCP/IP, VLANs, QoS, and DNS.
• Familiarity with VoIP monitoring tools such as Wireshark, IRIS, or PRTG.

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