Technical Support Lead - Voice & Unified Communications

SUMMARY:

Technical Support Lead – Voice & Unified Communications

POSITION INFO:

Responsibilities:

• Own escalations and advanced L2/L3 support for SIP, SBCs, and Teams Direct Routing.
• Dive deep into SIP traces, logs, and packet captures to resolve critical voice issues.
• Configure and troubleshoot SBCs (AudioCodes, Ribbon, etc.) and Class 4 switching environments.
• Collaborate with delivery engineers to support deployments, transitions, and optimizations.
• Act as a trusted advisor to clients — both in reactive troubleshooting and proactive consultations.
• Champion technical excellence by mentoring the support team and refining diagnostics processes.

Requirements:

• 7+ years in VoIP, SIP, SBCs, and carrier-grade telecom environments.
• Advanced understanding of SIP, RTP, NAT traversal, and media path diagnostics.
• Strong hands-on experience with SBCs (AudioCodes, Ribbon, Oracle, etc.) and Microsoft Teams Direct Routing.
• Exposure to Azure networking, virtualized voice infrastructure, and hybrid UC environments.
• Strong command of tools like Wireshark, SIP logs, syslog, CLI.
• Excellent English communication and documentation skills.

Added advantage:

• SSCA, AudioCodes/Ribbon, Microsoft (AZ-700, MS-721) certifications.
• Experience with Kamailio, PCI-DSS compliant IVR integrations, or contact center platforms (e.g. Genesys, Five9).
• Familiarity with PBX systems (Asterisk/FreePBX) and voice observability tools.

On offer:

• Collaborative, global team culture with engaging peer support across time zones.
• Remote-first environment with Johannesburg roots — flexibility with structure.
• Ongoing training and development with highly talented leadership that loves to share knowledge.
• A chance to work on cutting-edge telecom platforms that impact global users.