Manager, Voice Operations & Infrastructure

Vonage

17h

About The Position

Join Vonage and help us innovate cloud communications for businesses worldwide! Why this role matters: We are looking for an experienced Core Voice Manager to lead a world-class team responsible for maintaining and evolving our enterprise voice infrastructure. This role involves overseeing global operations, managing on-call support rotations, and ensuring exceptional call quality and reliability across all voice platforms. This position is ideal for a professional who thrives at the intersection of voice technology, operations, and innovation.

Requirements

7+ years of strong technical experience (ideally managing large-scale voice operations or DevOps teams)
4+ years of experience managing engineering teams
Knowledge of SIP stack, call flows, and voice troubleshooting
Hands-on experience with SBCs and policy servers—strong preference for Ribbon platform experience
Proven background in on-call operations and incident management
Solid understanding of AWS cloud platform
Familiarity with voice security practices and compliance frameworks

Nice To Haves

Experience automating voice operations or implementing CI/CD pipelines
Familiarity with observability tools (Grafana)

Responsibilities

Lead and mentor a global voice operations team focused on reliability, performance, and scalability
Manage daily operations, including incident response and on-call coordination
Configure, maintain, and troubleshoot SBCs, policy servers, and other voice infrastructure components
Analyze SIP signaling and call flows to identify issues and implement fixes
Collaborate with cross-functional partners (Network, Cloud, Security, Engineering) to deliver end-to-end voice solutions
Partner with vendors like Ribbon for advanced troubleshooting, upgrades, and platform enhancements
Strengthen our voice systems with automation, monitoring, and proactive performance improvements
Ensure all systems align with cloud and enterprise security best practices