RocketPhone.ai
Senior Telephony Engineer
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Location: Manchester, United Kingdom - Remote, with occasional travel as required
Department: Telephony Engineering
Reports to: Head of Telephony Engineering
Role Overview
We are seeking an experienced Senior Telephony Engineer to support the day-to-day operation, development and improvement of our telecommunications platforms.
This is a hands-on technical role for someone who is comfortable taking ownership of work, investigating problems independently and seeing tasks through to completion. The successful candidate will work closely with the Head of Telephony Engineering, taking responsibility for a broad range of engineering, operational and diagnostic activities.
The purpose of the role is to provide dependable technical capacity within the telephony function, allowing the Head of Telephony Engineering to concentrate on architecture, platform development and longer-term engineering priorities.
This is not a junior, closely supervised or purely ticket-driven position. The successful candidate will be expected to assess situations, identify what needs to be done and progress work without requiring detailed instructions at every stage.
Key Responsibilities
- Support, maintain and troubleshoot carrier-grade and enterprise VoIP platforms.
- Investigate SIP signalling, media, routing and interoperability issues across internal systems, carriers and customer environments.
- Analyse SIP traces, packet captures, platform logs and call detail records to identify faults and determine root causes.
- Diagnose issues involving call routing, registration, authentication, NAT, RTP, codecs, DTMF, number presentation and carrier interconnection.
- Manage and resolve operational telephony incidents from initial investigation through to documented resolution.
- Liaise directly with carriers, suppliers, customers and internal teams when resolving technical issues.
- Assist with the implementation, testing and deployment of new telephony features and services.
- Review and validate call routing, dial plans, number formatting and international numbering behaviour.
- Support billing, rating and reconciliation processes, including investigating discrepancies between platform records, supplier invoices and customer billing.
- Analyse call detail records, rate tables, carrier charges and margin information.
- Perform routine engineering and operational tasks without requiring continual direction.
- Identify recurring faults, inefficient processes and technical risks, and implement appropriate improvements.
- Produce and maintain clear technical documentation, operational procedures and diagnostic records.
- Support the onboarding of new carriers, customers, numbers, routes and telephony services.
- Assist with platform monitoring, capacity management, resilience testing and service assurance.
- Undertake general Linux, networking, systems and computer engineering work where required.
- Provide informed technical input to product, support, commercial and operational teams.
- Escalate genuinely strategic, architectural or high-risk matters to the Head of Telephony Engineering while retaining ownership of the underlying investigation.
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Essential Experience and Knowledge
- Substantial professional experience working with VoIP and SIP-based telecommunications systems.
- Strong practical understanding of SIP, SDP, RTP and common telephony signalling behaviour.
- Familiarity with relevant SIP standards, RFCs and industry conventions.
- Experience diagnosing live telephony faults using tools such as packet captures, SIP traces, logs and call detail records.
- Strong understanding of call routing, dial plans, number normalisation and E.164 numbering.
- Experience with SIP trunks, carriers, interconnects, PBXs, SBCs or similar telephony infrastructure.
- Working knowledge of codecs, DTMF methods, NAT traversal, media negotiation and call quality troubleshooting.
- Experience working with Linux-based systems.
- Sound networking knowledge, including TCP/IP, UDP, DNS, firewalls, routing and packet analysis.
- Experience working with billing, rating, tariffs, CDRs or carrier invoicing.
- General systems administration and computer engineering capability.
- Ability to communicate technical findings clearly to both technical and non-technical colleagues.
- Proven ability to provide informed technical input to sales, customer success and commercial leadership teams.
- Strong written documentation and record-keeping skills.
Desirable Experience
- Experience with Asterisk, FreeSWITCH, Kamailio, OpenSIPS or similar platforms.
- Experience with session border controllers and RTP proxying technologies.
- Familiarity with APIs, scripting, SQL or automation.
- Experience integrating telecommunications platforms with CRM, contact-centre or mobile applications.
- Knowledge of UK numbering, porting, emergency calling and telecommunications regulation.
- Experience working with international carriers and multi-country telecommunications services.
- Familiarity with cloud infrastructure, virtualisation, containers and monitoring platforms.
- Experience reviewing carrier rates, margins, routing costs and billing disputes.
- Experience collaborating cross-functionally with Product, Engineering, and Customer Success teams to align technical solutions with business objectives.
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Working Approach
The successful candidate will:
- Take responsibility for problems rather than merely identifying them.
- Work effectively without close supervision.
- Make sensible technical decisions using the information available.
- Investigate issues thoroughly before escalating them.
- Recognise when further information is required and obtain it independently.
- Prioritise work according to customer impact, commercial risk and operational urgency.
- Progress tasks without waiting to be repeatedly prompted.
- Communicate blockers early and clearly.
- Produce practical solutions rather than relying on temporary workarounds.
- Remain calm and methodical during service incidents.
- Be comfortable operating in an environment where priorities may change quickly.
- Understand when to act independently and when a matter requires senior or architectural input.
Measures of Success
Success in this role will be demonstrated through:
- Reduced operational workload on the Head of Telephony Engineering.
- Timely resolution of telephony faults and service incidents.
- Strong ownership of assigned work from investigation through to completion.
- Fewer unresolved or repeatedly recurring technical issues.
- Accurate billing, rating and carrier reconciliation.
- Improved technical documentation and operational processes.
- Effective communication with carriers, customers and internal teams.
- Consistent delivery without the need for continual supervision.
- Increased capacity within the telephony engineering function for strategic and development work.
Candidate Profile
This role would suit an experienced third-line VoIP, voice platform or carrier operations engineer who enjoys resolving complex problems and taking ownership from initial investigation through to permanent resolution.
The ideal candidate will be technically capable, commercially aware and comfortable working across engineering, operations, billing and customer-facing issues. They will not require a tightly defined queue of tasks or detailed step-by-step direction. They will be expected to understand the objective, determine the appropriate course of action and deliver the required outcome.
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