Telecom Voice Operations Engineer

About the Role

You will be responsible for supporting and optimizing enterprise cloud voice and contact center platforms, ensuring seamless end-user experience and operational stability. This is a hands-on role focused on troubleshooting, automation, and leveraging AI to enhance service efficiency and reliability.

Responsibilities

A.Core Technical Functions

• Handle end-user provisioning and troubleshooting for platforms such as Five9 and other cloud contact systems
• Implement and support enterprise voice platforms including Microsoft Teams, Avaya, Cisco, and Five9
• Troubleshoot voice issues (call quality, connectivity, authentication, endpoints) across multi-vendor environments
• Perform incident triage, escalation, and root cause analysis using tools like Wireshark, Aternity, and Nectar
• Manage ServiceNow queues, ticket documentation, and user support workflows
• Support carrier integrations, SIP trunking, and telecom lifecycle activities (adds, moves, changes)
• Monitor and optimize voice performance (MOS, latency, jitter, packet loss)
• Collaborate with IT, network, vendor, and business teams to deliver and maintain solutions
• Maintain documentation, call flows, and operational procedures
• Provide mentoring, knowledge sharing, and operational support in a 24x7 environment

B.AI-Enhanced Functions

• Automate ticket triage and enable ticket avoidance using AI to reduce L1/L2 effort
• Proactively identify and resolve voice issues using AI-driven pattern detection and predictive analytics
• Leverage AI to auto-collect user diagnostics and accelerate issue resolution
• Implement AI-driven self-service workflows and automated user follow-ups (IM/email validation)
• Build automation-first provisioning and operational processes with minimal manual intervention
• Use AI to analyze incident trends, call quality metrics, and system telemetry
• Integrate AI with ServiceNow, carrier APIs, and observability tools to streamline operations
• Develop self-healing systems and intelligent playbooks based on historical data
• Utilize AI copilots for log analysis, root cause insights, and documentation generation
• Drive outcomes such as reduced ticket volume, faster MTTR, and improved user experience

Looking For

• 3–5+ years of hands-on experience supporting enterprise voice platforms (Five9, Microsoft Teams, Avaya, or Cisco)
• 3–5+ years of experience with SIP trunking, carrier integrations, and telecom lifecycle management
• 3–5+ years working with ITSM platforms, preferably ServiceNow

Mandatory Skills

A.Technical

• Strong troubleshooting experience with voice quality metrics (MOS, jitter, latency, packet loss) in multi-vendor environments
• Experience with network monitoring and diagnostic tools such as Wireshark, Aternity, or Nectar
• Proven experience applying AI/ML tools or automation frameworks in IT operations (ticket triage, pattern detection, self-healing workflows)

B.Soft Skills

• Excellent communication skills
• Ability to collaborate effectively with cross-functional teams
• Strong analytical and problem-solving capabilities

Good to Have Skills

• Familiarity with AI-enhanced observability platforms and API integrations (ServiceNow, carrier APIs)
• Strong understanding of contact center architecture, call flows, and cloud-based provisioning
• Experience creating technical documentation, call flow diagrams, and operational runbooks
• Experience mentoring junior team members and contributing to knowledge sharing initiatives

• This position works US hours: Monday-Friday 8am to 5pm EST.
• Bachelor’s degree in Computer Science, Information Systems, Engineering, or equivalent experience
• This role will work for a US-based client during US EST business hours.