Infrastructure Support Engineer at PressOne Africa

Role Overview

• The Infrastructure Support Manager will be responsible for maintaining, optimizing, and scaling our core voice infrastructure and networks. This includes supporting VoIP systems (FreeSWITCH, Opensips, Kamailio), SIP trunk management, and backend configurations critical to call reliability.
• The ideal candidate will not only be a hands-on engineer but also a strong collaborator—working with other teams to solve routing issues, enhance performance, and ensure our infrastructure supports business goals. If you thrive on solving complex infrastructure problems and care deeply about uptime, clarity, and performance, this role is for you.

Key Responsibilities

Infrastructure Reliability & VoIP System Support

• Maintain, monitor, and optimize FreeSWITCH, Opensips, Kamailio, and other core VoIP infrastructure.
• Troubleshoot and resolve SIP trunk issues to ensure high call quality.
• Build and maintain scalable and secure SIP server configurations (IVRs, routing rules, extensions, call queues).

Collaboration & Support

• Interface with customers and internal teams to resolve network and VoIP-related issues.
• Support product and engineering teams with voice infrastructure requirements and implementation.
• Collaborate with operations and growth teams on CRM and call center software integrations.

Network Performance & Security

• Ensure network configurations (firewalls, NAT, QoS) support optimal VoIP performance.
• Diagnose call quality issues using tools like Wireshark, RTCP, and other SIP debugging utilities.
• Ensure secure handling of calls through SIP authentication, encryption, and compliance.

Documentation & Optimization

• Maintain up-to-date documentation for infrastructure configurations and processes.
• Implement best practices for upgrades, patch management, and performance tuning.
• Contribute to cost-effective international routing and billing systems.

Key Success Metrics

Your performance will be measured by:

• Issue Resolution Time – Reduce VoIP and network issue resolution time across the business.
• Uptime & Availability – Maintain >99.9% availability for all voice infrastructure.
• Process & Documentation – Ensure critical infrastructure documentation is always current and accessible.

Requirements

Qualifications & Experience

• 4+ years experience in VoIP technologies (FreeSWITCH, Opensips, Kamailio, Asterisk, etc.)
• Proven experience with SIP trunking, call routing, PBX systems, and SIP protocol handling.
• Strong networking knowledge: TCP/IP, NAT, VPN, QoS, and firewall configuration.
• Experience with tools like Wireshark, RTCP, and CLI-based monitoring/debugging.
• Solid scripting experience and familiarity with automation tools is a plus.
• Hands-on experience integrating VoIP with CRMs or call center tools (e.g., Salesforce, HubSpot).
• Strong documentation, troubleshooting, and incident management skills.
• Ability to communicate technical concepts clearly across teams.