Telephony Engineer
A dedicated Telephony Engineer who supports Teams Phone, Cisco, Avaya and SIP-based services inside your dealer or MSP operating model.
Five reasons clients stay past the first hire
One resource, only yours
No shared queue, no rotating cast. Your dedicated resource works exclusively for you and stays.
25 years of Australian market experience
Founder Rohit Sahdev's 25 years in the Australian market, including senior leadership at Telstra, shape how every dedicated team is managed.
You always know what your team is doing
Every dedicated resource works behind Screenshot Monitor — auditable activity and reporting, not a black box.
No more "That's not my job."
Your dedicated outsourced resource adapts to what your business needs, takes ownership and grows their career by stepping up to new challenges.
Capacity without the hiring squeeze
Skilled and reliable operational talent is harder to hire locally right now. A dedicated resource adds capacity without adding to that pressure.
The outcome this role is built for
Voice issues diagnosed with evidence, not guesswork — because SIP traces and call-quality data get read properly instead of a call being blamed on "the network" by default.
What this role owns day to day
Core responsibilities
- Provision and support users, numbers/DIDs, handsets, extensions, hunt groups, auto attendants, call queues, voicemail and dial plans
- Configure and troubleshoot SIP trunks, call routing, codecs, QoS, SBCs and PSTN/cloud interconnects; read SIP traces and call-detail records to isolate faults
- Support Microsoft Teams Phone using Direct Routing or Operator Connect, including voice policies, number assignment and approved routing changes
- Administer supported Cisco, Avaya and hosted voice environments; coordinate carrier escalation, number porting, planned changes and incident updates
- Maintain diagrams, configuration records, runbooks and customer-facing ticket notes; work within change windows and escalation boundaries
Works inside
Reported on weekly
| Fault resolution time | Voice faults closed within SLA |
| Call-quality incidents | Recurring QoS/SIP issues investigated |
| Provisioning accuracy | Numbers, extensions and dial plans set up correctly first time |
| Documentation quality | Diagrams and runbooks kept current |
Skills and platform evidence
- Microsoft Teams Phone, Direct Routing and Operator Connect; Teams Admin Centre and PowerShell where authorised.
- Cisco BroadWorks/BroadSoft, CUCM, CUBE or Webex Calling according to the customer estate.
- Avaya Aura/IP Office for supported legacy and hybrid estates; 3CX where used by the dealer.
- SIP, RTP, dial plans, DID allocation, SBCs such as AudioCodes or Ribbon, QoS, Wireshark/SIP trace analysis and IP networking fundamentals.
- Australian service context: business SIP/voice activation and assurance, carrier escalation, NBN/PSTN dependencies and number-porting workflows.
Works your hours. Picks up the work.
Australian business hours
Aligned to your primary time zone and holiday calendar for day-to-day coverage.
9am–5pm style coverage, matched to your roster
Extended coverage
Stretch shift start/end times to close the gap before and after your local team is online.
Early-start or late-finish shifts, by agreement
Round-the-clock rotation
Rotating dedicated resources for genuine 24-hour coverage on voice faults and planned cutovers.
Multiple dedicated seats, handover documented
What "no that's not my job" looks like in practice: a call-quality complaint doesn't match a known pattern — the SIP trace still gets pulled and read properly, instead of the ticket being closed as "working as intended."
What stays with your authorised staff
Physical handset installation, cabling and on-site cutovers stay outside the standard remote scope, and remain with authorised local personnel.
The same voice skillset, needed anywhere a business runs its own phone system
Voice issues bounced between the carrier and the IT team
- No one owns SIP trace and call-quality diagnosis end to end
- Number porting and moves/adds/changes queue up
- Reporting on voice health is ad hoc at best
A dedicated Telephony Engineer, outsourced to us
- One engineer, dedicated to your voice platform
- Reports to your own IT or ops manager, not a third party
- Same Screenshot Monitor transparency, direct to you
Telecommunications
Dealers running hosted voice and SIP services need the same configuration and fault-isolation depth.
SIP · hosted voiceProfessional Services & Consulting
Firms running their own Teams Phone or PBX estate need the same voice administration in-house.
Teams Phone · PBXFinancial Services & Insurance
Contact-centre and branch voice platforms need the same SIP and call-routing discipline.
Call routing · SIPRetail & E-commerce
Multi-site stores on hosted voice need the same number and hunt-group administration.
Hosted voice · multi-siteNo guessing what this role worked on. Full sample report on the MSP Support page →
Discovery, role design, and a candidate you interview yourself.
You define outcomes, tools and work hours. We source, screen and put forward candidates you interview and approve. Once live, your resource follows your systems, escalation model and reporting cadence — reviewed together on a schedule you set.
Questions about hiring a dedicated Telephony Engineer
Ready to add this role to your team?
Tell us your ticket volume and current tools — we'll shortlist candidates against your actual task list.