Voice & CCaaS Services Engineer – Delivery & Implementation

At Toku, we create bespoke cloud communications and customer engagement solutions to reimagine customer experiences for enterprises. We provide an end-to-end approach to help businesses overcome the complexity of digital transformation and deliver mission-critical CX through cloud communication solutions. Toku combines local strategic consulting expertise, bespoke technology, regional in-country infrastructure, connectivity, and global reach to serve the diverse needs of enterprises operating at scale. Headquartered in Singapore, Toku supports customers across APAC and beyond, with a growing footprint across global markets.

In this role, you will be a hands-on Services Engineer focused primarily on implementing, deploying, and optimising contact centre and enterprise voice solutions, with a secondary responsibility for advanced (L3) support and incident response. You will work across multiple customer projects, collaborating closely with internal engineering and AI teams, and taking ownership for delivery quality, reliability, and continuous improvement. You will thrive in this role if you are proactive, technically curious, and take pride in owning outcomes end to end.

Solution delivery and implementation: Deliver, configure, and deploy contact centre and enterprise telephony solutions, including SIP-based voice architecture, PBX, IVR, and CCaaS platforms, across customer environments.

Design and deployment ownership: Design, test, and implement scalable and secure voice solutions, translating customer requirements into low-level designs and production-ready deployments.

Project execution and coordination: Own implementation workstreams across multiple projects, coordinating with internal teams and customers through build, test, and user acceptance phases.

L3 support and incident response: Provide advanced troubleshooting and incident support for production voice platforms, including root cause analysis and remediation of SIP and media-related issues.

SIP and voice architecture expertise: Act as a subject-matter expert on SIP servers, SIP trunking, telco interconnects, and carrier connectivity within customer and internal platforms.

Platform integration: Configure and support integrations between contact centre platforms and enterprise systems such as CRM, identity services (SSO/AD), and related tooling, primarily at a system and configuration level.

WebRTC enablement: Support and troubleshoot browser-based communication use cases, including WebRTC signalling, media flow, and real-time voice delivery.

Automation and scripting support: Read, understand, and reason about scripts and automation used by engineering teams to support delivery, troubleshooting, and operational efficiency.

Cross-team collaboration: Work closely with other Services Engineers, platform engineers, and AI teams to enable end-to-end delivery, including routing and managing audio streams for AI-driven use cases.

Continuous improvement: Stay current with evolving voice, CCaaS, and WebRTC technologies, proactively learning and applying new approaches to improve delivery speed and quality.

Core voice expertise: Strong hands-on experience with SIP servers and SIP-based voice architecture, including SIP trunking, telco interconnects, and carrier connectivity.

Hands-on delivery experience: 5+ years of practical experience in services engineering, voice engineering, or contact centre solution delivery, with a strong emphasis on implementation, deployment, and production environments.

CCaaS platform experience: Practical experience with at least one major contact centre or CCaaS platform such as Avaya, Genesys, Cisco, or Amazon Connect.

Advanced troubleshooting capability: Proven ability to troubleshoot complex voice and media issues in production environments at L3 level.

WebRTC knowledge: Hands-on familiarity with WebRTC concepts and the ability to discuss and troubleshoot browser-based real-time communications.

PBX and IVR delivery: Experience delivering PBX and IVR solutions as part of contact centre or enterprise voice implementations.

Linux and open-source exposure: Solid experience working with Linux-based systems and voice platforms such as FreeSWITCH, Asterisk, or similar is a plus for this role.

Scripting literacy: Ability to read, understand, and reason about Python or similar scripts used for automation, diagnostics, or integration support.

Integration experience: Experience supporting system-level integrations with enterprise platforms such as CRM or client systems, primarily through configuration and coordination rather than custom application development.

Delivery mindset: A proactive, ownership-driven approach to work, with a demonstrated willingness to learn new technologies and improve delivery outcomes.

Location: This is a remote role to be based in either India (Bangalore strongly preferred) or Malaysia (KL strongly preferred)

Training and Development

Discretionary Yearly Bonus & Salary Review

Healthcare Coverage based on location

20 days Paid Annual Leave (15 days for Malaysia based roles), plus other leave allowances

Toku has been recognised as a LinkedIn Top Startup and by the Financial Times as one of APAC’s Top 500 High Growth Companies. If you’re looking to be part of a company on a strong growth trajectory while working on meaningful, real-world challenges, we’d love to hear from you.