Senior Voice Operations Engineer

Role Summary

As Voice Engineer, you’ll engage with tickets through web-based, email, voice, and chat platforms, ensuring proper assignment and completion of standard text templates. Validate ticket prioritization and communicate progress to users, maintaining clear records in the ticketing system. Escalate incidents as needed and troubleshoot SIP and TDM services. Monitor and analyze logs, coordinate with tier 1 carriers and third‑party providers, and provide on‑call support.

Responsibilities

• Manage tickets through various channels including web-based ticketing system, email, voice, and chat. Ensure proper assignment and completion of all tickets.
• Handle VOICE escalated cases (MI).
• Open vendor cases as needed and monitor for updates.
• Utilize standard text templates for case completion and validate prioritization.
• Maintain clear and thorough records in the ticketing system.
• Escalate incidents when ...