Telecom Voice Operations Engineer

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

📋 Description

• 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.

⛳️ Requirements

• 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.

🏝️ Benefits

• Comprehensive benefits package.

• Opportunities for professional growth and development.