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 A.Core 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 B.AI-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 : • 3–5+ years of hands-on experience supporting enterprise voice platforms (Five9, Microsoft Teams, Avaya, or Cisco) • 3–5+ years of experience with SIP trunking, carrier integrations, and telecom lifecycle management • 3–5+ years working with ITSM platforms, preferably ServiceNow Mandatory Skills A.Technical • 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) B.Soft 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. Bachelor’s degree in Computer Science, Information Systems, Engineering, or equivalent experience This role will work for a US-based client during US EST business hours.