Voice Engineer

Position Type: Contract (Project-based with ongoing on-call support)

We are seeking a seasoned Voice Engineer to lead our migration from on-premises Genesys

PureConnect to a cloud-based Twilio voice architecture. This contractor will be responsible for

SIP infrastructure design, Oracle SBC configuration, Twilio integration, and providing on-call

support for production voice services. The ideal candidate brings a decade of hands-on telecom

experience with meticulous documentation practices, Python scripting capabilities, and

exceptional attention to detail.

Migration Leadership

Lead technical execution of voice migration from Genesys PureConnect to Twilio-based platform
Document existing call flows, queue logic, IVR behaviors, and routing configurations with precision
Develop Python scripts to automate data conversion, configuration migration, and call flow translation
Build tools to parse legacy configurations and transform them into Twilio-compatible formats
Design and implement cloud-equivalent architectures for current on-premises functionality
Develop comprehensive testing and validation plans; execute controlled cutover procedures
Maintain detailed migration documentation including configuration changes, decisions made, and lessons learned

SIP Infrastructure & Oracle SBC Management

Configure, optimize, and maintain Oracle Session Border Controllers for production environments
Establish and manage SIP trunks (carrier interconnects, Twilio, internal routing)
Design and implement SIP routing logic, dial plans, call forwarding rules, and REFER-based transfers
Monitor and troubleshoot session behavior, media flows, DTMF handling, and signaling paths
Perform SIP header manipulations and codec negotiations as needed

Twilio Voice Platform

Implement Twilio Voice services including Elastic SIP Trunking, SIP domains, and TwiML workflows
Debug complex IVR issues: DTMF failures, call drops, audio quality problems, routing discrepancies
Collaborate with application development teams on backend API integrations and IVR controller logic
Develop Python scripts for Twilio API interactions, bulk configuration updates, and testing automation
Optimize call flow performance and reliability across the Twilio stack

Production Support & On-Call

Provide on-call support for production voice systems (response time and escalation procedures to be defined)
Execute end-to-end troubleshooting using SIP traces, ladder diagrams, packet captures (Wireshark), and log correlation
Coordinate with telecom carriers to resolve call failures, one-way audio, routing loops, and connectivity issues
Document all incidents, root causes, and resolutions in accordance with SOC 1 Type 2 requirements

Technical Expertise

10+ years in telecommunications, voice engineering, or unified communications
Deep hands-on experience with Oracle SBC: configuration, troubleshooting, advanced routing, SIP manipulations
Expert-level knowledge of SIP protocol: signaling, headers, REFER/REINVITE flows, RTP/SRTP media handling
Proven experience with Twilio Voice platform (Elastic SIP Trunking, SIP domains, TwiML, call control APIs)
Strong IVR troubleshooting skills: DTMF, prompts, call branching, failover logic, session management
Experience with enterprise PBX/contact center platforms; Genesys PureConnect experience highly preferred
Proficiency with packet capture analysis (Wireshark) and diagnostic tools
Strong Python programming skills for automation, data transformation, and API integration
Experience writing scripts to parse configuration files, convert data formats, and automate migration tasks

Exceptional documentation skills – able to create clear, comprehensive technical documentation for both infrastructure and code
Meticulous attention to detail in configuration, troubleshooting, and change management
Experience working in regulated environments with formal change control processes
Ability to maintain accurate records for compliance and audit purposes

Previous experience leading voice migrations from legacy PBX to cloud CPaaS platforms
Knowledge of SIP security: TLS, SRTP, certificate management
Experience with REST APIs and building integration tools using Python (requests, Flask/FastAPI)
Familiarity with version control (Git) for code and configuration management
Experience with data parsing libraries (pandas, JSON, XML, CSV processing)
Direct telecom carrier experience or extensive carrier troubleshooting coordination
Understanding of compliance frameworks (PCI DSS, SOC 2) as they relate to voice systems

Must be available for scheduled on-call rotation (specifics to be discussed)
May require occasional coordination across multiple time zones (Atlanta, Salt Lake City, Dublin)
Familiarity with SOC 1 Type 2 and PCI DSS compliance environments preferred
Remote work with potential travel for initial project kickoff or critical cutovers