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

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

-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 :

35 years of hands-on experience supporting enterprise voice platforms (Five9 Microsoft Teams Avaya or Cisco)

35 years of experience with SIP trunking carrier integrations and telecom lifecycle management

35 years working with ITSM platforms preferably ServiceNow

Mandatory Skills

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)

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.

Qualifications :

Bachelors degree in Computer Science Information Systems Engineering or equivalent experience

Additional Information :

This role will work for a US-based client during US EST business hours.

Remote Work :

Yes

Employment Type :

Full-time