
Telecom Voice Operations Engineer
Posted 6 days ago

Posted 6 days ago
This is a fully remote position, open to applicants in India.
• Assist in enhancing and optimizing enterprise cloud voice and contact center platforms.
• Diagnose issues, automate processes, and utilize AI to improve service efficiency.
• Oversee end-user provisioning and troubleshooting for platforms like Five9, Microsoft Teams, Avaya, and Cisco.
• Manage ServiceNow queues, document tickets, and streamline user support workflows.
• Facilitate carrier integrations, SIP trunking, and activities related to the telecom lifecycle.
• Monitor and enhance voice performance metrics such as MOS, latency, jitter, and packet loss.
• Collaborate with IT, networking, vendors, and business teams to implement effective solutions.
• 3–5+ years of direct experience in supporting enterprise voice platforms (Five9, Microsoft Teams, Avaya, or Cisco).
• 3–5+ years of experience in SIP trunking, carrier integrations, and telecom lifecycle management.
• 3–5+ years of experience using ITSM platforms, preferably ServiceNow.
• Strong troubleshooting skills with voice quality metrics (MOS, jitter, latency, packet loss) in multi-vendor settings.
• Familiarity with network monitoring and diagnostic tools like Wireshark, Aternity, or Nectar.
• Demonstrated experience in applying AI/ML tools or automation frameworks in IT operations (ticket triage, pattern detection, self-healing workflows).
• Bachelor's degree in Computer Science, Information Systems, Engineering, or equivalent experience.
• Comprehensive benefits package.
• Opportunities for professional growth and development.
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