Cloud Support & DevOPS Engineer

Overview

Kore.ai is seeking an experienced Cloud Support & DevOps Engineer specializing in VoIP/SIP to join our Voice Operations & Support team.

Responsibilities

• VoIP System Design & Implementation
• Design, deploy, and maintain VoIP infrastructure using FreeSWITCH, RTPengine, Asterisk, FreePBX, Vicidial, and IVR platforms.
• Configure FreeSWITCH for new product deployments and enterprise customer onboarding.
• Ensure high availability, reliability, and horizontal scalability of VoIP services.
• Manage PRI Cards, PRI Gateways, Analog Gateways, and PSTN connectivity.
• Cloud Infrastructure & DevOps
• Deploy and manage VoIP systems across AWS, Azure, and GCP; optimize cloud resources for cost and performance.
• Administer Kubernetes clusters (EKS, AKS, GKE) hosting VoIP microservices.
• Build and maintain CI/CD pipelines using Jenkins and Ansible for automated deployments.
• Author and maintain Shell scripts for operational automation and runbook execution.
• Linux Server Administration
• Administer Linux servers hosting VoIP services; monitor system performance and optimize configurations.
• Troubleshoot OS-level issues impacting voice quality, latency, and reliability.
• Apply OS hardening practices and maintain patch compliance.
• SIP & RTP Protocol Engineering
• Apply deep knowledge of SIP and RTP protocols to diagnose and resolve call quality, signaling, and media path issues.
• Use Wireshark and Tcpdump for packet-level network analysis and root cause investigation.
• Investigate and resolve SIP call failures, codec mismatches, NAT traversal issues, and RTP stream anomalies.
• Database Administration
• Support MySQL and PostgreSQL databases used by VoIP platforms for configuration, call records, and session data.
• Perform query optimization, backups, and schema management as needed.
• Security & Compliance
• Implement and maintain security measures to protect VoIP systems from fraud, toll fraud, and DDoS threats.
• Ensure compliance with industry standards and enterprise security policies.
• Support FedRAMP and SOC 2 compliance requirements as applicable to voice infrastructure.
• Incident Management & On-Call Support
• Provide on-call support for voice infrastructure incidents, including weekend and after-hours response.
• Drive timely root cause analysis and post-incident reviews for voice platform outages.
• Maintain operational runbooks and escalation procedures.
• Collaboration & Stakeholder Communication
• Partner with Platform Engineering, Release Management, InfoSec, and enterprise customer teams.
• Communicate incident status, risk, and resolution timelines clearly to technical and non-technical stakeholders.

Required Skills & Qualifications

• Minimum 10+ years of hands-on experience as a VoIP Systems Engineer or equivalent role required.
• Proven expertise with FreeSWITCH — configuration, dialplan design, and new deployment setup required.
• Proficiency with Asterisk, FreePBX, Vicidial, and IVR platform administration required.
• Deep understanding of SIP and RTP protocols; experience with signaling flow analysis required.
• Strong Linux system administration skills (RHEL/CentOS/Ubuntu) required.
• Hands-on experience with AWS, Azure, and/or GCP for cloud-hosted VoIP deployments required.
• Working knowledge of Kubernetes (EKS, AKS, GKE) required.
• Proficiency with Wireshark and Tcpdump for network packet capture and analysis required.
• Experience with Ansible and Jenkins for configuration management and CI/CD required.
• Shell scripting proficiency for operational automation required.
• Familiarity with MySQL and PostgreSQL databases required.
• Experience configuring PRI Cards, PRI Gateways, Analog Gateways, and PSTN connectivity required.
• As needed, work outside core hours to address emergencies, including weekends required.

Citizenship Requirement

Applicants must be US citizens.

Compliance and Clearance Requirements

• Must pass a background investigation and federal suitability determination prior to starting.
• Must comply with all federal information security and privacy policies.

Preferred Certifications

• AWS or Google Cloud Professional certification.

Experience

• Experience with RTPengine for media proxying in high-volume environments.
• Familiarity with Kore.ai's XO Platform or other enterprise conversational AI platforms.
• Experience with VoIP security hardening (SIP firewalls, TLS/SRTP, fraud detection).
• Knowledge of FedRAMP compliance requirements as they pertain to voice infrastructure.
• Experience deploying enterprise Dialer or IVR applications at scale.

Salary Range

The salary for this position ranges from $150,000 - $160,000. Additional wage/bonus/commission and benefit details will be shared during the formal interview process for this full-time employment opportunity.