Technical Support Lead - Voice & Unified Communications
- Johannesburg, Gauteng
- Permanent
- Full-time
Industry: Global Telecoms Solutions & Services
Work Type: Full Remote | Must have a reliable WFH setup
Join a leading global telecoms company that’s redefining the digital communications space. As a Technical Support Lead, you'll be the go-to expert for complex VoIP, SIP, and Unified Communications challenges. Work closely with global delivery and engineering teams, enjoy world-class mentorship, and collaborate across borders — all from the comfort of your home.Responsibilities:
- Own escalations and advanced L2/L3 support for SIP, SBCs, and Teams Direct Routing.
- Dive deep into SIP traces, logs, and packet captures to resolve critical voice issues.
- Configure and troubleshoot SBCs (AudioCodes, Ribbon, etc.) and Class 4 switching environments.
- Collaborate with delivery engineers to support deployments, transitions, and optimizations.
- Act as a trusted advisor to clients — both in reactive troubleshooting and proactive consultations.
- Champion technical excellence by mentoring the support team and refining diagnostics processes.
- 7+ years in VoIP, SIP, SBCs, and carrier-grade telecom environments.
- Advanced understanding of SIP, RTP, NAT traversal, and media path diagnostics.
- Strong hands-on experience with SBCs (AudioCodes, Ribbon, Oracle, etc.) and Microsoft Teams Direct Routing.
- Exposure to Azure networking, virtualized voice infrastructure, and hybrid UC environments.
- Strong command of tools like Wireshark, SIP logs, syslog, CLI.
- Excellent English communication and documentation skills.
- SSCA, AudioCodes/Ribbon, Microsoft (AZ-700, MS-721) certifications.
- Experience with Kamailio, PCI-DSS compliant IVR integrations, or contact center platforms (e.g. Genesys, Five9).
- Familiarity with PBX systems (Asterisk/FreePBX) and voice observability tools.
- Collaborative, global team culture with engaging peer support across time zones.
- Remote-first environment with Johannesburg roots — flexibility with structure.
- Ongoing training and development with highly talented leadership that loves to share knowledge.
- A chance to work on cutting-edge telecom platforms that impact global users.
Apply now and bring your deep technical voice expertise to a role where your insights truly matter.