Voice & CCaaS Services Engineer - Delivery & Implementation - name

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.

Requirements

What you will be doing

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