Lead Operations Engineer

Brightspeed•Charlotte, NC

17d

About The Position

As the Lead Operations Engineer on the Ops Support and Technology team, you will report directly to the Manager of Operations Support. Your primary focus will be troubleshooting complex voice service issues, maintaining application configurations, and supporting the tools and systems that deliver reliable VoIP solutions. This role requires hands-on expertise with customer interface devices, SIP call flows, and VoIP application settings across multiple platforms. In addition, you will support operational excellence by identifying and implementing necessary changes to applications and access equipment that enable scalable, next-generation customer solutions. This role plays a key part in ensuring the ongoing reliability of Brightspeed’s VoIP service platform and will work closely with Voice Architecture to align operations support with forward-looking voice strategy.

Requirements

Minimum 5 years of direct experience supporting SIP and VoIP technologies
Proficiency in reading and interpreting SIP ladder diagrams and session parameters
Strong knowledge of IP networking fundamentals (routing/switching)
Hands-on experience with Ribbon SBC platforms
Working knowledge of Ribbon voice infrastructure including C20, PSX, and Application Server
Experience with Linux OS (preferred)
Familiarity with APIs (SOAP, JAVA, JSON, XML)

Nice To Haves

Experience working in a 24/7 network operations or support environment
Experience supporting number portability (LNP), CNAM, or LIDB systems
Working knowledge of Ribbon Analytics or other voice analytics platforms
Familiarity with telecom regulatory requirements (e.g., STIR/SHAKEN, CALEA)
Experience automating support workflows using Python, Ansible, or shell scripting

Responsibilities

Troubleshoot and resolve SIP/VoIP call failures by analyzing SIP ladder diagrams and protocol parameters
Investigate and resolve routing/service logic issues on Ribbon C20, PSX, Application Server platforms
Provide hands-on support and analysis of Ribbon SBCs to ensure call path integrity
Collaborate with internal teams to address IP network-related problems, including routing and switching issues impacting voice services
Leverage Linux-based tools and CLI for diagnostics and system-level troubleshooting
Interface APIs (SOAP, JSON, XML, JAVA) for integration and automation support processes
Assist in identifying issues related to legacy TDM switches and SS7 interworking, as applicable
Assist with process documentation and training

Benefits

We offer competitive compensation and comprehensive benefits.
Our benefits and paid time off programs reflect our underlying belief in promoting overall wellness through physical, emotional and financial health.
Brightspeed offers a comprehensive benefit program, including competitive medical, dental, vision, and life insurance; an employee assistance program; a 401K plan with company match and a host of voluntary benefits.

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