Senior Voice Operations Engineer

TL;DR

Senior Voice Operations Engineer (VoIP/Telecom): Managing and troubleshooting complex voice infrastructure and escalated incidents with an accent on SIP/TDM services and SBC performance. Focus on analyzing logs, leading peer collaboration, and mentoring junior engineers to ensure high service availability and SLA compliance.

Location: Must be based in Manila, Philippines (Hybrid: 2 days in office, 3 days remote).

Company

A global market leader in AI and cloud software, managing millions of customer interactions and financial transactions for Fortune 100 corporations.

What you will do

• Manage and resolve escalated voice incidents through various communication channels.
• Troubleshoot complex SIP and TDM services, including log and trace analysis.
• Coordinate with tier 1 carriers and third-party providers to resolve vendor-related cases.
• Perform proactive monitoring of SBCs to detect and mitigate customer impact.
• Mentor and provide technical direction to Level 1 voice engineers.
• Lead peer collaboration sessions to address technical gaps and improve team performance.

Requirements

• 5+ years of experience in a technical support or telecommunications role.
• Expertise in VoIP, SIP, routing, and SBCs.
• Strong understanding of PRI signaling, NAT/PAT, and network devices (Layer 2/3).
• Ability to analyze logs and traces using tools like Wireshark.
• Proven experience in conflict management and technical training.
• Must be based in Manila and able to work a flexible schedule including on-call duties.

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

• SIP Certification or CCNA.
• Experience with specific SBCs like Acme, Sonus, Audio Codes, or CUBE.
• Knowledge of Unix/Linux systems.
• Experience with API integrations.

Culture & Benefits

• hirify.global-FLEX hybrid model offering a balance of office collaboration and remote work.
• Opportunities for career growth within a global, market-disrupting organization.
• Fast-paced, creative environment with access to cutting-edge AI and cloud technologies.
• Collaborative team culture focused on innovation and high standards.