Reading, UK

Voice Engineer

Wed 29/11/2017


JOB TYPE: Permanent

SALARY: From £35,000 to £40,000 per annum


Redcentric is a leading managed service provider with a rich end-to-end solution portfolio covering the spectrum of Connectivity, Cloud and Collaboration, designed and delivered by our own highly skilled teams from our privately owned, UK based multi-million pound infrastructure. 

Redcentric has annualised revenues in excess of £100million, more than 500 highly skilled employees serving over 2000 customers across the UK. 

With the IT landscape in constant evolution, Redcentric is built around today's modern IT challenges offering application, collaboration, infrastructure, network and IT security services. Learn more about what we do on our website #removed# JOB DESCRIPTION 


As part of our Managed Voice Services business, Redcentric are continually developing a range of voice service offerings for both partners and customers.

The Voice Systems Engineer will primarily be responsible for providing the ongoing day to day support and maintenance of Redcentric’s core Voice Infrastructure which enables us to deliver and operate these services.


Duties will include, but are not restricted to the following:

-Provide operational support and maintenance of the BroadWorks Hosted VoIP platform and estate of Polycom handsets, including managing software upgrades / patches and working with vendors to address any issues

-Operational support and maintenance of the voice infrastructure; covering TDM carrier Sonus Softswitch, Telsis IN, Acme Packet SBCs and PSTN Cisco gateways.

-Provide support to the Service Delivery Team by performing server-side provisioning tasks on the Sonus, Telsis IN, SBCs and the BroadWorks platform, which includes adding customer-specific gateways and custom number routing

-Provide in-depth fault diagnosis for customer faults escalated by Support teams - Advising on product features and limitations / identifying workarounds

-Liaising with 3rd party vendors and operators’ support channels, reporting and managing faults

-Participate in the departmental on-call rota in order to provide support for the voice infrastructure outside of core office hours

-Assist with number portability process and provisioning

-Adherence to Redcentric Solutions Limited ISO09001 and ISO27001 certification standards:

oCompliance with Redcentric’s policies and procedures

oHandling and protection of Redcentric information

oReporting of security events

oImplementing appropriate policies and procedures


The ideal candidate will be a bright and enthusiastic individual who is dedicated to achieving great results, they will ideally have the following skills, attributes and experience:



-Analytical thinker

-Strong communication skills

-Capable of managing and investigating complex faults


- In-depth knowledge of SIP messaging, call flows and analysis of packet captures

 - Knowledge of TCP/IP and commonly used protocols: HTTP, DHCP, DNS, FTP

 - Experience of ISUP/ISDN protocols, call flows and analysis of signalling traces

 - Competency in Linux command line - VoIP Security and Quality awareness

Candidates should be able to demonstrate having gained previous experience in providing support in the following areas or similar technologies:

-BroadSoft BroadWorks - AcmePacket SBCs

-Carrier Interconnects ISUP/SIP.

-Customer SIP PBX Trunking

-VOIP handsets provisioning and boot process

-Telsis Intelligent Network (IN) Platform or similar

-Sonus Softswitch Platforms EMS, PSX, GSX, SGX, DSI

Experience gained in the following technologies would also be desirable, however are not essential:

-Databases SQL , Oracle and query languages

-Any scripting experience e.g. PHP, Perl, Python, Bash


The company’s standard hours of work are 9.00am – 5.30 pm with one hour for lunch, however due to the nature of the role some flexibility may be required from time to time.