Job Description : System Engineer – Voice & Call Center Engineer

Role Overview

As a System Engineer – Voice & Call Center, you will be responsible for the design, implementation, configuration, and support of enterprise voice and real-time communication systems within an omnichannel contact center platform.

You will work closely with system engineering, platform, and DevOps teams to ensure seamless integration of voice, media, and signaling components with containerized Linux environments, APIs, and backend systems, supporting both on-premise and cloud-native deployments.

This role is critical to ensuring high availability, voice quality, security, and scalability across mission-critical customer interaction platforms.

Key Responsibilities

Voice & Call Center Infrastructure

• Setup, configure, and maintain IP-PBX, SIP, PRI, RTP, and SBC-based voice infrastructures
• Ensure proper integration of PABX / IP-PBX systems with the omnichannel contact center platform
• Design, implement, and maintain IVR (Interactive Voice Response) systems and end-to-end call flows
• Manage call routing, call queues, call recording, logging, and reporting
• Support inbound, outbound, and blended call scenarios

Containerized & Cloud-Native Environments

• Deploy, operate, and maintain voice and media services in Docker-based Linux environments
• Operate and support Kubernetes clusters hosting real-time voice and media workloads
• Deploy and manage platform components using Helm charts
• Support deployments on OpenShift or Kubernetes-compatible platforms
• Work closely with platform teams to ensure reliability and scalability of voice services

Integration & Platform Collaboration

• Collaborate with system engineers to integrate voice services with:
• Web services
• REST APIs
• Databases
• CRM / ERP and backend systems
• Support integration of voice channels with digital and omnichannel components

Operations, Monitoring & Security

• Monitor, troubleshoot, and resolve issues related to:
• Voice quality (latency, jitter, packet loss)
• SIP signaling and RTP media
• Container, platform, and infrastructure layers
• Apply security and networking best practices for voice traffic and containerized workloads
• Ensure system stability, high availability, and redundancy where required

Support & Documentation

• Provide Level 2 / Level 3 technical support for internal teams and customers
• Produce technical documentation, architecture diagrams, and operational guides
• Support knowledge transfer and onboarding for engineering and operations teams

Required Qualifications

• Bachelor’s degree in Computer Engineering, communication Engineering, Information Technology, or a related technical field
• 4+ years of experience in voice communications engineering or similar roles
• Strong hands-on experience with: IP-PBX, SIP, PRI, RTP and Enterprise voice and call center architectures
• Solid understanding of: Call flows and IVR design, DTMF, codecs, and media handling
• Strong Linux system administration skills in production environments
• Hands-on experience with: Docker (build, deploy, troubleshoot) and Kubernetes (operating workloads) also Helm for deployment and configuration management
• Experience integrating voice platforms with CRM, ERP, or backend systems via APIs
• Strong troubleshooting skills across telephony, networking, and platform layers
• Excellent communication, documentation, and teamwork skills

Preferred Qualifications – Nice to Have

• Experience with SBCs, carrier interconnects, and telecom providers
• Experience with WebRTC or real-time media platforms
• Knowledge of high availability and redundancy design for voice systems
• Familiarity with CI/CD pipelines for containerized platforms
• Voice or networking certifications (SIP, VoIP, CCNP, etc.)
• Exposure to AI voice bots, STT/TTS, or speech platforms is a plus

Company Description

Founded in Hamburg, Germany in 1999, novomind AG is a leading European technology innovator specializing in digital communication and customer service solutions. We deliver stable, secure, and highly customizable platforms that help organizations transform how they engage with customers.

novomind MEA, the regional arm of novomind AG, brings German engineering excellence to the Middle East and Africa. We focus on advanced customer engagement technologies, including AI-powered agents, omnichannel contact center platforms, messaging solutions, and automation tools. Our mission is to turn customer service into a strategic business advantage—enabling smarter, more efficient, and more human interactions.

Why Join novomind MEA?

• Work with enterprise-grade, AI-driven platforms backed by German engineering
• Exposure to high-impact regional projects across MEA and Africa
• Clear career growth potential for successful performers
• Collaborative, fast-growing environment with strong support from management and technical teams

How to Apply

Please send your resume and cover letter to

[email protected]. with the subject line:

“Voice Communications Engineer Application”

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