Voice and Cloud Operations Engineer

Founded in 2010 in The Netherlands, AnywhereNow is a global leader in Enterprise Dialogue Management, with a vision to ensure every employee and customer feels heard, understood, and valued. With around 240 employees working from 22 different countries, we partner with over 2,000 leading enterprises, including Mazda, the UN International Organization for Migration, Adecco Group, and the University of Cape Town, to deliver exceptional customer experiences through the power of Microsoft Teams and AI-driven insights. Our commitment to innovation, customer focus, and accountability drives our success.

Key Responsibilities

• Tier 3/4 Production Support: Act as the highest point of internal escalation for all live voice services, focusing on SIP trunking, SBC performance, and complex Azure connectivity issues.

• Maintain SBC configurations including routing logic, normalisation rules, certificates, security policies, and high-availability setups.

• Lead technical investigations into SIP signalling issues, call routing failures, interoperability challenges, and voice quality degradation.

• SBC Management: Own the operational health of AudioCodes SBCs within Azure, including configuration fine-tuning, certificate management, and performance monitoring.

• Azure Troubleshooting: Investigate and resolve complex issues within the Azure stack that impact voice traffic.

• On-Call Rotation: Participate in the Cloud Operations on-call rotation, providing expert-level coverage for critical production incidents.

• Documentation: Maintain clear, technical operational procedures and runbooks for common voice-related troubleshooting scenarios.
  

Requirements

• 5+ years’ experience as a Voice Engineer or Communications Engineer in production environments.

• Strong hands-on experience with AudioCodes Session Border Controllers.

• Deep voice knowledge: a strong background in traditional telephony, SIP protocols, VoIP, and media encryption (SRTP/TLS), including reading SIP traces to diagnose call flow failures.

• Proven experience supporting Microsoft Teams Direct Routing.

• A methodical approach to systems troubleshooting, distinguishing between application, network, and provider-level issues in a complex, distributed environment.

• Expert-level proficiency with Wireshark or other network packet capture tools to analyse voice traffic.

• Ability to use PowerShell or Bash to automate repetitive support tasks or data gathering.
  

Preferred

• Experience with Skype for Business (on-prem or hybrid environments).

• Experience using Azure Monitor to track voice performance trends.

Competencies

• Ownership & Accountability: You don’t just solve problems you take responsibility for preventing them from recurring.

• Communication: You communicate clearly and effectively across the organisation, and are responsive to the needs of those around you.

• Action-Oriented: You act quickly and decisively, even in the face of uncertainty, to move projects forward and achieve business goals.

• Commitment: You consistently meet or exceed the quality standards expected by customers.

• Collaboration: You work effectively with others and build strong relationships based on trust and mutual respect.

• Systems Thinking: You understand how small changes impact the broader system, and consider scalability and long-term impact.

• Proactive Problem Identification: You detect potential issues or inefficiencies before they impact customers and take initiative to improve processes or systems.