IP Telephony Engineer

Key Responsibilities

1. IP Telephony & Unified Communications (core) • Install, configure, commission, migrate and maintain enterprise PABX, IP-PBX and VoIP systems. • Deliver 3CX end to end: extensions, IP phones, SIP trunks, IVR/auto attendant, ring groups, queues, call routing, recording, remote extensions, backups and upgrades. • Configure and troubleshoot Avaya telephony platforms, especially Avaya IP Office, including dial plans, trunks, hunt groups, voicemail, gateways and upgrades. • Configure and troubleshoot SIP trunks, SBCs, voice gateways and PRI/ISDN interfaces. • Provision IP phones and resolve registration, connectivity, firmware and provisioning faults. • Diagnose one-way audio, call drops, poor voice quality, SIP registration and routing failures using logs, SIP traces and packet captures. • Design and troubleshoot voice VLANs, QoS, DHCP, DNS, NAT, firewall rules and WAN connectivity for voice traffic. • Coordinate with telecom/SIP providers, OEMs and customer teams to resolve service issues.
2. Solution Design & Project Delivery • Lead discovery, site surveys and technical assessments; translate requirements into secure and supportable designs. • Produce HLD/LLD, network and call-flow diagrams, BOQs, scopes, method statements, migration plans, test plans and as-built documentation. • Own delivery from presales handover through staging, implementation, migration, testing, user training, acceptance and support handover. • Control scope, risks, outage windows, rollback plans, change impact and acceptance criteria. • Coordinate engineers, subcontractors, vendors and customer stakeholders across concurrent sites.
3. Support, Escalation & Team Contribution • Provide remote and onsite support to enterprise customers under AMC/SLA commitments. • Lead complex incidents, root-cause analysis and permanent corrective actions. • Perform upgrades, backups, preventive maintenance and configuration record-keeping. • Review configurations, coach junior engineers and follow change-control, peer-review and security practices. • Support presales with solution concepts, technical clarifications, effort estimates, BOQs and delivery-risk reviews.

Required Technical Skills

1. Mandatory - enterprise voice • Strong, current, hands-on 3CX experience building, migrating and supporting customer systems - not user administration only. • Practical hands-on Avaya telephony experience, preferably Avaya IP Office. Avaya data-switching experience alone does not qualify. • Strong knowledge of PABX/IP-PBX, VoIP, SIP trunking, dial plans, codecs, NAT traversal, SBCs and voice gateways. • Hands-on configuration of IVR, queues, ring groups, routing, voicemail, call recording and IP phone provisioning. • Ability to troubleshoot using system logs, SIP traces and packet captures. • Voice-supporting networking: TCP/IP, VLAN, DHCP, DNS, NAT, QoS, firewall policies and WAN.
2. Supporting infrastructure breadth Working integration knowledge in the areas that directly support enterprise voice, with deeper capability in at least one: • Networking and security: routing/switching, VPN, wireless and NGFW platforms such as FortiGate, Sophos, Palo Alto or Cisco. • Server and identity: Windows Server, Active Directory, DNS, DHCP, PKI and PowerShell. • Virtualization and continuity: VMware/Hyper-V, storage, backup, replication and tested restore/DR. • Cloud and hybrid voice: Microsoft 365, Azure/Entra ID, Teams Phone and direct routing.
3. Added advantage • 3CX and/or Avaya certification. • Yeastar, Grandstream, Cisco CUCM, Microsoft Teams Phone, Ribbon or AudioCodes SBC experience. • PRI/ISDN, analogue gateways, contact centre and multi-site/multi-tenant deployments.

Candidate Profile • 4-5 years of engineering experience, including at least 4 years of genuine hands-on enterprise IP telephony/UC delivery using 3CX and Avaya. • Substantial delivery for external customers through a systems integrator, MSP, OEM partner or project-delivery organization. Internal-IT-only experience is not sufficient. • Proven end-to-end delivery across multiple customers and sites through formal acceptance and handover. • Strong customer-facing documentation skills: HLD, LLD, BOQ, MOP/method statement, test plan and as-built records. • Proven escalation and root-cause analysis capability on complex voice faults. • Clear written and spoken English; professional and credible with customer stakeholders. • Bachelor degree or diploma in Engineering, Computer Science or Telecom, or equivalent demonstrable experience. • Able to work independently at customer sites and travel within the UAE. • Willing to complete a live technical assessment involving scenario discussion, design and hands-on troubleshooting without internet or AI assistance.