Peacey Systems
Tier 3 Voice Engineer – BroadSoft (Hospitality) Last Updated: 2026-July-02 Positions Available: 2 Positions Still Open: 2 \ \ \ Resume and Direct Personal Email required to apply for this job \ \ \ Position Summary We are seeking a Tier 3 Voice Engineer to provide technical support for enterprise and hospitality voice environments. The successful candidate will possess strong BroadSoft experience, advanced VoIP troubleshooting skills, and a thorough understanding of SIP call flows. This role supports hotel customers, escalates complex voice issues, and works closely with network and field engineering teams to restore service and improve platform stability. Field support experience within hotel environments is highly desirable. Key Responsibilities Provide Tier 2 support for BroadSoft-based voice services. Troubleshoot SIP trunk, gateway, and endpoint registration issues. Analyze SIP call flows from device registration through call teardown. Investigate and resolve one-way audio, call quality, DTMF, codec, and call routing issues. Diagnose issues involving jitter, latency, packet loss, and QoS. Perform packet captures and protocol analysis using Wireshark, tcpdump, and related tools. Analyze SIP ladder traces to identify signaling and media issues. Troubleshoot SIP trunk connectivity, gateways, SBCs, and carrier interconnections. Support hospitality voice deployments, including hotel PBX and guest room telephony environments. Work with field technicians during installations, maintenance, and service restoration. Document troubleshooting procedures, root cause analyses, and customer resolutions. Escalate software defects and complex interoperability issues as required. Required Technical Skills Hands-on BroadSoft administration and troubleshooting experience. Experience supporting hospitality and hotel voice environments. Strong understanding of SIP protocol and SIP call flow from phone registration through call teardown. Knowledge of SIP response codes and their interpretation. Strong understanding of RTP media flow and signaling/media separation. Experience troubleshooting SIP trunks and voice gateways. Understanding of SIP trunking versus PRI circuits. Working knowledge of TCP, UDP, and TLS as they relate to SIP communications. Experience troubleshooting DTMF issues within IVR environments. Knowledge of SIP and RTP port usage. Understanding of NAT behavior and its impact on SIP and VoIP traffic. Experience troubleshooting one-way audio and media path failures. Understanding of session timers and SIP session refresh mechanisms. Strong knowledge of packet flow through enterprise networks. Experience performing packet analysis using Wireshark and tcpdump. Familiarity with monitoring tools such as PRTG. Experience interpreting SIP ladder traces. Preferred Skills Hotel implementation or field engineering experience. Experience with Cisco Unified Communications technologies. Understanding of device pools, regions, locations, media resources, and transcoding. Experience with SBCs and carrier interoperability. Familiarity with QoS implementation for voice traffic. Experience working with enterprise LAN/WAN networking. Qualifications 3+ years of Tier 2 or Tier 3 VoIP support experience. 2+ years supporting BroadSoft/BroadWorks environments. Experience supporting hospitality customers preferred. Strong analytical and troubleshooting skills. Excellent written and verbal communication skills. Ability to manage multiple incidents in a fast-paced operational environment. \ \ \ Resume and Direct Personal Email required to apply for this job \ \ \ Pay: Php37,000.00 - Php55,000.00 per month Benefits Paid training Work from home Application Question(s): 1. Is your spoken English above the C2 level (American accent)? 2. Primary working hours are 9am to 6pm E.S.T. (New York City). Can you easily work these hours? 3. From 1 to 10, how uch experience do you have with Broadsoft Hosted voice services? 4. From 1 to 10, how much experience do you have with BluIP Hosted voice services? 5. From 1 to 10, how skilled are you at troubleshooting PBX systems on cloud hosted solutions? 6. How much experience working in a busy call center environment? 7. From 1 to 10, how skilled are you at troubleshooting with SIP telephony hardware (Polycom, Cisco gateways, Adtrans, etc)? 8. Do you have In depth knowledge of Broadsoft Hosted products? 9. From 1 to 10, how skilled are you at troubleshooting Cradlepoint devices? 10. How much experience with Salesforce? 11. How many monitors do you have on the computer you will use for work? 12. From 1 to 10, how skilled are you at analyzing call traces? 13. Are you flexible to work weekends or alternate shifts if required? 14. From 1 to 10, how skilled are you at analyzing packet captures and protocol analysis using Wireshark, tcpdump, etc Work Location: Remote
Peacey Systems
