Senior Voice Operations Engineer

📋 Description

• Handle tickets via web, email, voice, and chat; assign and resolve.
• Validate ticket prioritization and communicate progress to users.
• Escalate incidents and troubleshoot SIP and TDM services.
• Monitor logs and pull CDRs to analyze traces for issues.
• Coordinate with tier 1 carriers and third-party providers.
• Provide on-call support and mentor junior engineers.

🎯 Requirements

• Associates degree or equivalent telecom or networking exp.
• 5+ years in technical/customer service, preferably in tech support.
• Expert in VOIP, SIP, routing, SBCs; SIP Certified preferred.
• Strong problem solving and fast-paced adaptability.
• Strong PRI signaling protocols understanding.
• SIP call setups and response codes understanding.

🎁 Benefits

• NICE-FLEX hybrid model: 2 days in office, 3 days remote.
• Opportunities across roles, disciplines, and locations.
• Collaborative, fast-paced environment with growth opportunities.