Location: Dubai Internet City, Dubai UAE
Type: Full-time
Department: Operations / Network Operations Center (NOC)
Work Setup: Onsite
About ZIWO
ZIWO is the leading Cloud Contact Center Solution in the GCC, helping successful companies reach their customers from anywhere with a single interface that brings value to every conversation.
As a fast-growing B2B SaaS startup, we're building the future of customer experience. Our all-in-one cloud solution enables voice, messaging, and CRM integrations for forward-thinking companies across the Middle East and beyond. With a global team of 80+ people, ZIWO is the tech company where innovation meets impact.
About The Role
We are looking for a
Senior VOIP Network Support Engineer to act as the final escalation point and technical authority within our NOC function. In this role, you will own the most complex and business-critical network, VoIP, and system incidents end-to-end, ensuring platform stability, service continuity, and high customer satisfaction across ZIWO's cloud contact center platform.
What You'll Be Doing
- Act as the final (L3) escalation authority for critical network, VoIP (SIP/RTP), and system-wide incidents
- Diagnose and resolve complex, multi-layer technical issues across networking, voice, OS, and application layers
- Own major incidents end-to-end, including troubleshooting, coordination, communication, resolution, and post-incident RCA
- Perform deep packet, SIP signaling, RTP media, and traffic analysis to identify voice quality and performance issues
- Collaborate closely with Engineering, Infrastructure, Product teams, and external vendors on recurring or platform-level issues
- Provide technical leadership and mentorship to L1 and L2 Support Engineers, improving escalation quality and team capability
- Proactively monitor system and network performance to identify risks and prevent outages
- Conduct onsite client visits for high-priority troubleshooting, system validation, audits, and complex deployments
- Act as a primary technical contact for enterprise and strategic customers with recurring or complex issues
- Create and maintain advanced technical documentation, SOPs, troubleshooting guides, and RCA reports
- Participate in senior on-call and shift rotations with full ownership of critical incidents
What You Bring
- Bachelor's degree in IT, Computer Science, Telecommunications, or a related field (or equivalent hands-on experience)
- 68 years of experience in NOC, Technical Support, Network Operations, or VoIP-focused roles
- Proven experience as a senior escalation or last-line (L3) support engineer
- Strong expertise in networking fundamentals: TCP/IP, UDP, DNS, NAT, BGP basics, and firewalls
- Hands-on experience with VoIP platforms such as Freeswitch or Asterisk, including SIP/RTP troubleshooting
- Solid understanding of voice quality analysis (latency, jitter, packet loss, codecs)
- Strong Linux system administration and command-line skills
- Experience troubleshooting APIs (REST/SOAP) using tools like Postman
- Scripting skills (Bash and/or Python) are a strong plus
- Ability to work onsite, participate in shift and on-call rotations, and perform client visits when required
Why Join ZIWO
- Competitive salary and comprehensive benefits
- Dynamic, collaborative, and supportive work environment
- Work closely with highly skilled engineering and operations teams
- Play a key role in ensuring the stability of a leading cloud contact center platform in the MENA region
- Clear opportunities for career growth, technical depth, and professional development
ZIWO is an equal opportunity employer. We value diversity and believe it drives innovation. We welcome candidates from all backgrounds.
