Senior Voice Engineer

Senior Voice Engineer Commsgroup is a global industry leader in voice communications. We currently deliver voice solutions using Microsoft Teams Direct Routing and other proprietary voice platforms across more than 30 countries. We offer an exciting opportunity to be part of our skilled global operations team based in our Manila operations hub. As a Technical Support (Voice) , you will be responsible for receiving customer enquiries via phone and email, diagnosing, troubleshooting, and resolving complex voice faults across SIP, PBX, and Session Border Controller (SBC) environments. You will work extensively with Audiocodes and Sonus/Ribbon SBC platforms , supporting both Microsoft Teams and hosted voice solutions. This role is full-time and operates on a rotating roster covering morning, afternoon, and evening shifts. Key Responsibilities Diagnose and rectify SIP, SBC and PBX related voice faults on Vodia, Audiocodes, and Sonus/Ribbon platforms. Manage customer correspondence through the ticketing system, escalating and responding within SLA. Raise and escalate faults to upstream carriers and engineering team members. Assist customers with adds, moves, and changes . Configure SIP trunks, dial plans, and routing policies . Document processes and systems for the benefit of other team members. Assist customers deploying new voice solutions (if required). Essential Skills Motivated, passionate, and skilled technical support consultant. Excellent written and spoken English for direct client interaction. Customer-focused, problem solver, and team player. Strong desire to learn and continuously improve . Excellent attention to detail, with high trust and integrity. Ability to work autonomously as well as part of a team. Background & Education At least 2 years experience with Audiocodes, Ribbon/SONUS, and/or Microsoft Teams. Solid understanding of SIP and key network protocols (DNS, NAT). Experience in technical support or service delivery , with troubleshooting via packet capture software (e.g., Wireshark). Moderate network knowledge and general telecommunications troubleshooting . Hands-on experience troubleshooting vendor equipment from Cisco, Polycom, Yealink . Experience with Asterisk, Kamailio, Broadsoft, Vodia , or other similar Hosted PBX platforms is highly regarded. Knowledge or experience of SQL and Power BI is a plus. Work Arrangement Full-time (Roster) Flexible Work from Home Arrangements (1 day per week in the office, for day shifts) Friendly work environment and positive culture with opportunities to learn and grow Flexible training and certification options Locations Robinsons Cyberscape Gamma, Ortigas Center, Pasig City Remote status Fully Remote Work Schedule Australian Eastern Standard Time Shifting Schedule? false Shifts with Daylight Savings? true About Satellite Office Satellite Office partners with some of the world’s leading brands to build high-performing offshore teams based in the Philippines. Our people work directly with international clients in roles that are meaningful, challenging, and rewarding. Whether you’re in customer service, IT, digital marketing, finance, or creative design, you’ll be empowered to do your best work, and build a career you can be proud of. At Satellite Office, we’re committed to creating a workplace unlike any other, fostering growth through engaging employee programs, continuous learning and development, team-building experiences, company-wide celebrations, and world-class office spaces. Why You'll Love Working Here: 🌟 You’re Valued. You won’t just be a number. You’ll be part of a close-knit, collaborative team where your contributions matter. 🚀 You’ll Grow. From day one, you’ll have access to learning opportunities, mentoring, and support to help you reach your full potential. 🎉 You’ll Belong. We’re proud of our vibrant and inclusive culture, filled with team-building events, company-wide celebrations, wellness programs, and more. 🏢 You’ll Work in Style. Our world-class offices are located in premium business hubs like BGC and Ortigas. Modern, comfortable, and designed to bring out your best. 💼 You’ll Work with Global Brands. We match you with top international clients where you’ll work directly with their teams and make a real impact. Whether you’re starting a new chapter or growing in your profession, Satellite Office is where you’ll find more than just a job. You’ll find a career you can be proud of.