Cloud Support & DevOPS Engineer

JOB TITLE: 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: Onsite 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.
• Willing to work onsite, in-person at our Irving, TX location 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.

●Experienc