Technical Operations Engineer – Voice, Integrations

This is a fully remote position, open to applicants in United States.

📋 Description

• Configure, migrate, and manage customer and Vozy SIP trunks.

• Troubleshoot dialing and audio problems utilizing SIP traces and packet captures.

• Oversee DIDs, prefixes, masking, and country-specific routing matrices.

• Collaborate with carriers and customers’ telephony teams to resolve cases.

• Conduct telephony tests during agreed-upon timeframes with customers.

• Execute technical activations for new clients, which include SIP, connectivity, VPNs, IP allowlists, webhooks, SFTP, and storage buckets.

• Provision and migrate messaging channels, integrating the WhatsApp Business API with Business Manager.

• Validate integrations with PBX systems and contact centers.

• Act as the primary technical escalation point for FDEs and clients.

• Triage support tickets, gathering the minimum information necessary for investigation.

• Escalate issues to Platform and Infrastructure teams, providing context, evidence, and suggested approaches.

• Assist operations during incidents that impact multiple accounts.

• Develop and maintain proactive monitoring systems for calls, trunks, balances, and workflows.

• Anticipate recurring problems and recommend preventive measures.

• Automate the detection of service degradation and the response processes.

• Maintain technical support and activation documentation.

• Educate FDEs on fundamental telephony and integration troubleshooting.

• Document patterns of problems and reusable solutions.

• Take ownership of a specific area, such as proactive monitoring or activation methodology.

⛳️ Requirements

• Two to four years of experience in VoIP operations, telecommunications, or technical support for communication platforms.

• In-depth knowledge of SIP at the protocol level, including response codes, media negotiation, RTP, and the ability to analyze traces and packet captures.

• Experience managing softswitches or voice-switching platforms in a production environment.

• Knowledge of connectivity and networking, including site-to-site VPNs, IP allowlists, firewalls, NAT, and DNS.

• Familiarity with application integrations such as REST APIs, webhooks, SFTP, API testing tools, and log analysis.

• Proficient in using ticketing tools and maintaining strong documentation practices.

• Fluent in Spanish with technical reading skills in English.

• Direct experience collaborating with enterprise customers and telecommunications providers.

• Expected AI maturity level: AI Integrated.

• Background in contact centers, CPaaS, CCaaS, or telecommunications providers in Latin America.

• Experience with messaging channels, particularly WhatsApp Business API and Business Manager administration.

• Competence in observability, including metrics dashboards and log queries.

• Ability to script in Python or Bash for automating validations and captures.

• Exposure to conversational agents or voice AI technologies.

• Capability to diagnose production issues and differentiate between infrastructure, model, and agent design problems.

• Proficiency in leveraging AI to enhance and automate parts of your workload.

🏝️ Benefits

• 100% remote work.

• Birthday off.

• Unlimited vacation.

• Opportunity to make a significant impact on customers from day one.

• A technical and collaborative environment.

• A clear growth trajectory toward the Driver career band.