Voice Operations Engineer (VOIP)

TL;DR

Voice Operations Engineer (VOIP): Engages with tickets and troubleshoots SIP and TDM services for telecommunications infrastructure with an accent on technical troubleshooting, analytical skills in VOIP, SIP, and routing. Focus on monitoring and analyzing logs, coordinating with carriers, and providing on-call support for critical incidents.

Location: Hybrid in Manila, Philippines (2 days office, 3 days remote)

Company

hirify.global Ltd. (NASDAQ: hirify.global) is a market leader providing AI, cloud, and digital software products to over 25,000 global businesses, including Fortune 100 corporations, for customer experience, financial crime prevention, and public safety.

What you will do

• Manage tickets via web, email, voice, and chat, ensuring proper assignment and completion.
• Utilize standard text templates for case completion and validate prioritization.
• Maintain clear records in the ticketing system and communicate progress to users.
• Escalate incidents as needed and troubleshoot SIP and TDM services.
• Open and monitor incidents with tier 1 carriers and third-party providers.
• Pull and analyze logs for troubleshooting and provide on-call support with flexible schedules.

Requirements

• Associates degree or equivalent work experience in telecommunications or Networking.
• 5+ years' work experience in a Technical/Customer service field, preferably in technical support.
• Expert in technical troubleshooting, and analytical skills in VOIP, SIP, and routing.
• Excellent understanding of PRI signaling protocols and capabilities.
• Excellent understanding of SIP call setups and response codes.
• Familiarity with network devices such as Switches (layer 2) and Routers (Layer 3), and NAT/PAT functions and limitations.

hirify.global-to-have">hirify.global to have

• Experience in a technical support role within the telecommunications industry.
• Strong IP telephony and telecommunications experience.
• Familiarity with Session Border Controllers (SBCs) such as Acme, Sonus, Audio Codes, Edgemarc, CUBE.
• Cisco Certified Network Associate (CCNA) certification.
• Knowledge of Unix/Linux systems.

Culture & Benefits

• Work within the hirify.global-FLEX hybrid model (2 days office, 3 days remote weekly).
• Join a fast-paced, collaborative, and creative global company.
• Opportunities for learning, growth, and internal career advancement.
• Be part of a market-disrupting company recognized for innovation in AI, cloud, and digital.
• Inclusive environment, proud to be an equal opportunity employer.