About Atom Telecom

Atom Telecom is an Australian-born telecom innovator delivering a next-gen, white-label UCaaS platform supporting Enterprise Voice, Microsoft Teams, Messaging, Mobile, and Data. From softswitch to billing, our infrastructure powers flexible, scalable communication experiences across the globe.
Learn more: https://www.atomtelecom.com.au/about.html

The Opportunity

We're on the hunt for a technically-minded, carrier-savvy Voice/Telecommunications Support Engineer to join our team. Youll be the frontline detective, problem solver, and system tuner ensuring smooth operation of our core voice systems and integrations across our global footprint.

This is a hands-on role supporting both internal operations and external customers via our Atomic Solution Centre, with a focus on VoIP, SIP routing, carrier interconnects, softswitch functionality, and end-to-end service delivery.

Key Responsibilities

• Provide Level 2/3 support for voice and UCaaS services including SIP trunking, DID provisioning, number porting, Teams Direct Routing, and Hosted PBX.
• Manage and troubleshoot call routing logic, carrier interconnects, and softswitch configurations.
• Work closely with global voice and SMS carriers to manage interconnects, test routing paths, and resolve downstream quality issues.
• Configure and monitor routing policies, codecs, call detail records (CDRs), and fraud mitigation parameters.
• Maintain and update system-wide infrastructure components (e.g. SBCs, SIP proxies, load balancers).
• Assist with monthly billing reconciliations, call rating issues, and reporting anomalies.
• Support infrastructure updates and software upgrades in production and staging environments.
• Contribute to the customer knowledge base and internal documentation repository (e.g. Atomic Solution Centre).
• Participate in a rotating on-call schedule for incident response and after-hours escalations.
• 3+ years in a technical telco, VoIP, or UCaaS support role.
• Strong understanding of SIP, RTP, DNS, NAT traversal, and voice codec behaviour.
• Experience with softswitch environments (e.g. SippySoft, FreeSWITCH, Kamailio, OpenSIPS).
• Familiarity with billing systems (e.g. rate plans, mediation, CDR reconciliation).
• Previous involvement with carrier provisioning, global numbering plans, and LCR.
• Proficiency using Wireshark or similar tools for SIP diagnostics.
• Comfortable with Linux-based systems and basic scripting for automation/troubleshooting.
• Excellent communication and customer engagement skills.
• Exposure to Microsoft Teams Direct Routing and Operator Connect configuration.
• SMS gateway knowledge and Sender ID registration practices.
• Experience with fraud detection platforms and IP reputation scoring tools.
• Familiarity with REST APIs for service integration and automation.

What Youll Bring

Nice to Have

Training & Certifications

Were looking for candidates whove invested in their technical growth and understand the intricacies of modern voice and telecom networks. Preferred certifications include:

• SIP/VoIP Technologies:
• - Ribbon, Oracle, or Audiocodes SBC certifications
• - SIP School Certification (SSCA)
• Networking & Infrastructure:
• - Cisco CCNA/CCNP
• - Juniper JNCIA
• - CompTIA Network+ or equivalent
• Cloud/Unified Comms:
• - Microsoft Teams/365 Administrator certifications (e.g., MS-700)
• - AWS Certified Cloud Practitioner or Solutions Architect (nice to have)
• Security/Fraud Mitigation (bonus):
• - CompTIA Security+
• - Experience with STIR/SHAKEN, IP filtering, or voice firewall systems

If you havent ticked every box but you're sharp, resourceful, and eager to learn dont let that stop you. We invest in upskilling the right people.

Monitoring & Tools

Experience with the following tools and platforms will be highly regarded:

• VoIPmonitor for SIP call tracing, MOS scoring, and packet analysis.
• Grafana for real-time system monitoring and dashboard visualisation.
• AWS services including CloudWatch, EC2, S3, and networking components for infrastructure management and scalability.
• Basic scripting for automation (Bash, Python) and log parsing.

Why Atom Telecom?

Work with a telco disrupting legacy systems and streamlining global communications.
Be part of a high-impact team where your input shapes real-world outcomes.
Hybrid work environment, flexible hours, and support to grow technically and professionally.
Access cutting-edge systems, infrastructure, and global interconnects.