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Implement and support enterprise voice platforms — primarily Cisco, with some Avaya, Five9, and
Troubleshoot voice issues (call quality, connectivity, log-in/authentication, endpoints) across
Perform incident triage, escalation, and root cause analysis using tools such as Wireshark
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)

3-5 years of hands-on support experience across enterprise voice platforms (Cisco, Avaya, Five9
Proficiency with diagnostic and monitoring tools (Wireshark, Aternity, Nectar)
ServiceNow ticket and queue management
Understanding of SIP trunking, carrier integrations, and voice quality metrics (MOS, latency
Familiarity applying AI and automation to voice operations and support workflows
Strong troubleshooting, documentation, and collaboration skills; comfortable in a 24x7 operational

Telephony Operations Engineer

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