VoIP 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 VoIP Engineer to deploy, configure, maintain, and support ClouDee's cloud communication and telephony solutions for enterprise customers.

This role focuses on cloud telephony, VoIP technologies, Contact Center platforms, SIP connectivity, and customer implementation projects. The position involves a mix of desk engineering and hands-on customer site visits as needed to ensure reliable, high-quality voice deployments. You will work closely with Sales, Customer Success, Product, and Technical Support teams to deliver reliable, scalable, and secure communication solutions.

Key ResponsibilitiesCustomer Solution Deployment & Onsite Support ● Deploy and configure Cloud PBX, Contact Center, SIP Trunk, DID Numbers, Voice AI, and UC solutions.

● Conduct customer site visits whenever required for onboarding, installation, hardware setup, testing, and go-live activities.

● Configure IP Phones, Softphones, SBCs, SIP Gateways, and Voice infrastructure.

● Perform solution migration from legacy PBX systems to cloud-based platforms.

Voice Infrastructure & Troubleshooting ● Optimize voice quality through traffic prioritization, media quality monitoring, and system tuning.

● Troubleshoot SIP signaling, RTP media, NAT traversal, and call quality issues.

● Support hybrid cloud and on-premise voice 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 & Maintenance ● Provide Level 2 and Level 3 technical support for voice and telephony applications.

● Investigate VoIP call issues, perform root cause analysis, and monitor voice service performance.

● Meet SLA commitments and ensure high customer satisfaction.

Qualifications ● Bachelor's degree in Telecommunications, Computer Engineering, Computer Science, Information Technology, or a related field.

● 2–5 years of hands-on experience in VoIP Engineering, Unified Communications, or Telecom Infrastructure.

● Flexibility and willingness to travel for customer site visits whenever required (Desk Onsite support role).

Technical RequirementsVoice Technologies (Core) ● SIP, RTP, WebRTC

● SIP Trunking, DID, Cloud PBX, VoIPGateway

● Session Border Controllers (SBC)

● Contact Center Solutions (IVR, Call Recording, Predictive/Auto Dialers)

Networking ● Knowledge on Networking, LAN/WAN, firewall, NAT is advantageous.

● Knowledge on Linux, AWS, Windows Server is advantageous.

Soft Skills & Work Expectations ● Hybrid work setup: Desk engineering combined with on-site customer support whenever required.

● Strong troubleshooting and analytical skills for voice signaling and network trace analysis.

● Excellent customer communication and interpersonal skills.

● Good documentation and presentation skills.

● 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 local and international customers, partners, and vendors.