HFM - Voice / Telephony Engineer in Kuala Lumpur

Job Description

 About Us HFM is an internationally acclaimed multi-asset broker, delivering cutting-edge trading tools, platforms, and conditions to traders worldwide. We are committed to innovation, transparency, and excellence in the financial markets.  As we continue to expand, we are seeking a driven and strategic Voice / Telephony Engineer to join our team.  Responsibilities :

• Manage and maintain cloud-based telephony platforms, ensuring reliable service availability and performance.
• Handle user onboarding, offboarding, account provisioning, and access management for telephony systems.
• Configure and maintain phone numbers, extensions, call routing, IVR menus, queues, and other telephony features.
• Troubleshoot voice-related issues, including dropped calls, poor audio quality, one-way audio, failed connections, and routing problems.
• Manage and escalate technical support tickets, coordinating with telephony providers on number provisioning, regional connectivity, service changes, and incident resolution.
• Monitor call quality, service availability, and performance, addressing recurring issues in collaboration with Network, Security, IT Support, and business teams.
• Maintain accurate documentation of telephony configurations, phone numbers, routing, and operational procedures.
  
  

Requirements

Must have:

• Minimum of 3 years of relevant experience in similar role.
  
•  Experience administering and supporting PBX, cloud-based telephony, VoIP, or contact center platforms.
  
• Good understanding of call routing, number management, IVR, queues, and user provisioning.
  
•  Strong troubleshooting skills in voice quality, connectivity, and call routing, with knowledge of TCP/IP, DNS, NAT, and firewalls.
•  Experience coordinating with telecommunications providers, managing support cases, and handling technical escalations.
  

Nice to Have:

• Hands-on experience with cloud telephony, contact center platforms, and Voice Network Engineering (SIP, RTP, RTCP, VoIP).
• Knowledge of SIP trunks, registration, session management, call signaling, SBCs, PBX systems, and SIP gateways.
• Experience troubleshooting VoIP traffic using Wireshark, SIP traces, and packet captures.
• Understanding of voice codecs, QoS, jitter, latency, packet loss, and their impact on call quality.
• Experience with PSTN connectivity, DID provisioning, international numbering, and carrier routing.
• Familiarity with AWS S3, SQS, APIs, Python, scripting, and automation for telephony administration and reporting.

Resumes must be submitted in English. Applicants must be eligible or have legal authorization to work in the country where the position is based.

Benefits

• Hybrid Work Model (2 days working from home)
  
• Comprehensive Health Insurance (from day one!)
  
• 21 days of Annual Leave
  
• Birthday Leave
  
• Referral Bonus Program
  

Additional Support

• Visa Sponsorship and Relocation Assistance  (If applicable)

Sounds like you? Let’s write the next chapter together! All Applications will be handled with the strictest confidentiality.