Telephony Engineer (Asterisk/FreePBX Setup)

The Telephony Engineer will be responsible for setting up, configuring, and optimizing the VoIP telephony infrastructure required for the MCMC Consumer Call Centre System. This role demands expertise in Asterisk-based PBX systems, FreePBX administration, SIP trunking, IVR setup, call routing policies, and integration with CRM and reporting systems.

Key Responsibilities:

• Design and deploy Asterisk/FreePBX systems on VMWare-based environments (on-prem or cloud).
• Configure SIP trunks (e.g., Twilio, Telnyx) and integrate with MCMC's call infrastructure.
• Develop and optimize IVR flows, call queues, skill-based routing, fallback queues, and voicemail.
• Set up secure SIP communication protocols (TLS/SRTP).
• Integrate call handling with the CRM/ticketing system for call pop-up and auto-ticket creation.
• Monitor system performance and implement tuning as needed for concurrent agent load.
• Assist in security hardening of tele...