Cloud Support & DevOPS Engineer

OVERVIEW:

Kore.ai is seeking an experienced Cloud Support & DevOps Engineer specializing in VoIP/SIP to join our Voice Operations & Support team. In this role, you will be responsible for the design, deployment, and ongoing maintenance of enterprise-grade Voice over IP systems that power conversational AI experiences for our global customer base. You will operate at the intersection of cloud infrastructure, real-time communications protocols, and DevOps automation — ensuring high availability, performance, and security across multi-cloud environments.

LOCATION: Irving, TX

RESPONSIBILITIES:

VoIP System Design & Implementation

•      Design, deploy, and maintain VoIP infrastructure using FreeSWITCH, RTPengine, Asterisk, FreePBX, Vicidial, and IVR platforms.

•      Configure FreeSWITCH for new product deployments and enterprise customer onboarding.

•      Ensure high availability, reliability, and horizontal scalability of VoIP services.

•      Manage PRI Cards, PRI Gateways, Analog Gateways, and PSTN connectivity.

Cloud Infrastructure & DevOps

•      Deploy and manage VoIP systems across AWS, Azure, and GCP; optimize cloud resources for cost and performance.

•      Administer Kubernetes clusters (EKS, AKS, GKE) hosting VoIP microservices.

•      Build and maintain CI/CD pipelines using Jenkins and Ansible for automated deployments.

•      Author and maintain Shell scripts for operational automation and runbook execution.

Linux Server Administration

•      Administer Linux servers hosting VoIP services; monitor system performance and optimize configurations.

•      Troubleshoot OS-level issues impacting voice quality, latency, and reliability.

•      Apply OS hardening practices and maintain patch compliance.

SIP & RTP Protocol Engineering

•      Apply deep knowledge of SIP and RTP protocols to diagnose and resolve call quality, signaling, and media path issues.

•      Use Wireshark and Tcpdump for packet-level network analysis and root cause investigation.

•      Investigate and resolve SIP call failures, codec mismatches, NAT traversal issues, and RTP stream anomalies.

Database Administration

•      Support MySQL and PostgreSQL databases used by VoIP platforms for configuration, call records, and session data.

•      Perform query optimization, backups, and schema management as needed.

Security & Compliance

•      Implement and maintain security measures to protect VoIP systems from fraud, toll fraud, and DDoS threats.

•      Ensure compliance with industry standards and enterprise security policies.

•      Support FedRAMP and SOC 2 compliance requirements as applicable to voice infrastructure.

Incident Management & On-Call Support

•      Provide on-call support for voice infrastructure incidents, including weekend and after-hours response.

•      Drive timely root cause analysis and post-incident reviews for voice platform outages.

•      Maintain operational runbooks and escalation procedures.

Collaboration & Stakeholder Communication

•      Partner with Platform Engineering, Release Management, InfoSec, and enterprise customer teams.

•      Communicate incident status, risk, and resolution timelines clearly to technical and non-technical stakeholders.

REQUIRED SKILLS & QUALIFICATIONS

MUST HAVE:

·       Minimum 10+ years of hands-on experience as a VoIP Systems Engineer or equivalent role required.

·       Proven expertise with FreeSWITCH — configuration, dialplan design, and new deployment setup required.

·       Proficiency with Asterisk, FreePBX, Vicidial, and IVR platform administration required.

·       Deep understanding of SIP and RTP protocols; experience with signaling flow analysis required.

·       Strong Linux system administration skills (RHEL/CentOS/Ubuntu) required.

·       Hands-on experience with AWS, Azure, and/or GCP for cloud-hosted VoIP deployments required.

·       Working knowledge of Kubernetes (EKS, AKS, GKE) required.

·       Proficiency with Wireshark and Tcpdump for network packet capture and analysis required.

·       Experience with Ansible and Jenkins for configuration management and CI/CD required.

·       Shell scripting proficiency for operational automation required.

·       Familiarity with MySQL and PostgreSQL databases required.

·       Experience configuring PRI Cards, PRI Gateways, Analog Gateways, and PSTN connectivity required.

·       As needed, work outside core hours to address emergencies, including weekends required.

PREFERRED:

●      AWS or Google Cloud Professional certification.

●      Experience with RTPengine for media proxying in high-volume environments.

●      Familiarity with Kore.ai's XO Platform or other enterprise conversational AI platforms.

●      Experience with VoIP security hardening (SIP firewalls, TLS/SRTP, fraud detection).

●      Knowledge of FedRAMP compliance requirements as they pertain to voice infrastructure.

●      Experience deploying enterprise Dialer or IVR applications at scale.

EDUCATION:

●      Bachelor’s degree in computer science, Information Technology, or a related field (or equivalent practical experience) required.

Depending on specific professional experience and geographical location of individuals, the salary for this position ranges from $150,000 - $160,000.  Additional wage/bonus/commission and benefit details will be shared during the formal interview process for this full-time employment opportunity.