Telephony Operations Engineer

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

📋 Description

• Implement and support enterprise voice platforms, primarily Cisco, along with Avaya, Five9, and Microsoft Teams.

• Troubleshoot issues related to call quality, connectivity, login/authentication, and endpoints in multi-vendor environments.

• Conduct incident triage, escalation, and root cause analysis utilizing tools such as Wireshark, Aternity, and Nectar.

• Manage ServiceNow queues, document tickets, and oversee user support workflows.

• Assist with carrier integrations, SIP trunking, and telecom lifecycle tasks including additions, relocations, and modifications.

• Monitor and enhance voice performance metrics such as MOS, latency, jitter, and packet loss.

• Collaborate with IT, networking teams, vendors, and business units.

• Maintain comprehensive documentation, call flows, and operational procedures.

• Provide mentoring, share knowledge, and offer operational support.

• Leverage AI to identify and address voice issues, expedite diagnostics, automate ticket triage and self-service workflows, and analyze incident and call-quality trends.

⛳️ Requirements

• 3–5 years of practical support experience across enterprise voice platforms including Cisco, Avaya, Five9, and Microsoft Teams.

• Proficiency in using diagnostic and monitoring tools such as Wireshark, Aternity, and Nectar.

• Experience with ServiceNow ticketing and queue management.

• Knowledge of SIP trunking, carrier integrations, and voice quality metrics including MOS, latency, jitter, and packet loss.

• Familiarity with the application of AI and automation in voice operations and support workflows.

• Strong skills in troubleshooting, documentation, and collaboration.

• Ability to work effectively in a 24x7 operational environment.

• Availability to work U.S. business hours or provide overlap until noon Eastern on U.S. business days.

• Offshore candidates are encouraged to apply.

🏝️ Benefits

• Remote work opportunities.

• Chance to work in a 24x7 operational environment.

• Mentoring and knowledge-sharing opportunities.