Telecom Voice Operations Engineer

BETSOL

1d•Remote

About The Position

The Telecom Voice Operations Engineer 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. The role involves both core technical functions and AI-enhanced functions to automate and improve IT operations.

Requirements

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
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)
Excellent communication skills
Ability to collaborate effectively with cross-functional teams
Strong analytical and problem-solving capabilities
Bachelor’s degree in Computer Science, Information Systems, Engineering, or equivalent experience

Nice To Haves

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

Responsibilities

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
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