Cloud Voice & Network Engineer

About ClouDee

ClouDee Telecom is a leading provider of AI-powered Voice, Contact Center, Cloud PBX, SIP Trunk, CRM, and Customer Experience (CX) solutions across the Asia-Pacific region. Our cloud-native platform enables organizations to modernize customer communications through intelligent Voice, AI, Omnichannel CRM, and secure cloud infrastructure while maintaining enterprise-grade reliability and compliance.

Position Summary

We are looking for a highly motivated Cloud Voice & Network Engineer to deploy, configure, maintain, and support ClouDee's cloud communication and networking solutions for enterprise customers.

This role combines traditional networking expertise with cloud telephony, VoIP technologies, Contact Center platforms, SIP connectivity, and customer implementation projects. You will work closely with Sales, Customer Success, Product, and Technical Support teams to deliver reliable, scalable, and secure communication solutions.

Key Responsibilities

Customer Solution Deployment

• Deploy and configure Cloud PBX, Contact Center, SIP Trunk, DID Numbers, Voice AI, and UC solutions.
• Implement enterprise networking solutions for customer environments.
• Configure IP Phones, Softphones, SBCs, SIP Gateways, and Voice infrastructure.
• Perform solution migration from legacy PBX systems to cloud-based platforms.
• Conduct customer onboarding, installation, testing, and go-live activities.

Network & Voice Infrastructure

• Design and maintain LAN, WAN, VPN, VLAN, QoS, and Internet connectivity.
• Configure routers, switches, firewalls, wireless networks, and voice gateways.
• Optimize voice quality through QoS, traffic prioritization, and network tuning.
• Troubleshoot SIP signaling, RTP media, NAT traversal, and call quality issues.
• Support hybrid cloud and on-premise deployments.

Contact Center & CX Solutions

• Configure IVR, Call Queues, Ring Groups, Auto Attendants, Call Routing, and Business Hours.
• Support Omnichannel Contact Center implementation.
• Configure Agent, Supervisor, and Role-Based Access Control.
• Assist customers with CRM integrations and workflow automation.
• Support AI-enabled Voice solutions, call recording, analytics, and reporting.

Technical Support

• Provide Level 2 and Level 3 technical support.
• Investigate network, voice, and application issues.
• Perform root cause analysis.
• Monitor system availability and service performance.
• Meet SLA commitments and ensure high customer satisfaction.

Security & Compliance

• Configure VPNs, Firewalls, ACLs, and network security policies.
• Ensure secure deployment aligned with PDPA and GDPR requirements.
• Support security hardening and vulnerability remediation.
• Maintain backup and disaster recovery procedures.

Project Management

• Participate in customer implementation projects.
• Coordinate with Internet Service Providers, vendors, and technology partners.
• Prepare technical documentation, network diagrams, and implementation reports.
• Support Proof of Concept (POC) and customer demonstrations when required.

Qualifications

• Bachelor's degree in Computer Engineering, Computer Science, Information Technology, Telecommunications, or related field.
• 2–5 years of experience in Network Engineering, VoIP Engineering, Unified Communications, or Telecom Infrastructure.
• Experience working with enterprise customers is preferred.

Technical Requirements

Networking

• TCP/IP
• Routing & Switching
• VLAN
• OSPF
• BGP
• MPLS
• VPN
• QoS
• DNS
• DHCP
• NAT
• IPv4 / IPv6
• SD-WAN

Voice Technologies

• SIP
• RTP
• SIP Trunk
• IP PBX
• Cloud PBX
• VoIP
• Session Border Controller (SBC)
• WebRTC
• Contact Center Solutions
• IVR
• Call Recording
• Predictive Dialer
• Auto Dialer

Cloud & Infrastructure

• Microsoft Azure
• AWS
• Linux Server
• Windows Server
• VMware or Hyper-V
• Docker (preferred)

Security

• Fortinet
• Cisco
• Palo Alto (advantage)
• Firewall
• VPN
• SSL Certificates

Monitoring Tools

• PRTG
• Zabbix
• Grafana
• Wireshark
• SolarWinds (preferred)

Preferred Certifications

• Cisco CCNA / CCNP
• Fortinet FCP / NSE
• AWS Certified Cloud Practitioner
• Microsoft Azure Administrator
• 3CX Certification
• Sangoma
• FreePBX
• Asterisk
• Genesys / Five9 / NICE / Avaya (advantage)

Soft Skills

• Strong troubleshooting and analytical skills.
• Excellent customer communication.
• Ability to work independently and under pressure.
• Good documentation and presentation skills.
• Team player with a service-oriented mindset.
• Willingness to provide after-hours support when required.

Language Requirements

• Fluent in Thai and English, with strong verbal and written communication skills.
• Ability to communicate effectively with both local and international customers, partners, and vendors.
• Capable of preparing technical documentation, implementation reports, and conducting customer meetings in both Thai and English.

Key Performance Indicators (KPIs)

• Customer implementation success rate
• SLA compliance
• First-Time Fix Rate
• Mean Time to Resolution (MTTR)
• Network and platform uptime
• Customer Satisfaction (CSAT)
• Project delivery on time
• Documentation accuracy
• Service quality and voice performance

Why Join ClouDee

• Work with cutting-edge AI-powered Voice and Contact Center technologies.
• Exposure to enterprise cloud communication platforms.
• Opportunities to work with regional customers across APAC.
• Professional certification and technical training support.
• Collaborative and fast-growing technology environment.