Voice Operations Engineer

🕒 Julho 8

🏄 California, Connecticut, +7 estados a mais – Remoto

🏄 California – Remote 🦌 Connecticut – Remote 🏛️ District of Columbia – Remote 🏖️ New Jersey – Remote 🗽 New York – Remote 🦀 Maryland – Remote 🍂 Massachusetts – Remote ⚔️ Virginia – Remote ☕ Washington – Remote

💵 $122.200 - $183.400 / ano

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

⚙️ Operações

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ServiceTitan

SiteLinkedInTodas as Vagas

1001 - 5000 funcionários

Fundada em 2012

💼 Consultoria

📦 Logística

📣 Marketing

💰 $200.000.000 Series G em 2021-06

Consulting • Logistics • Marketing

ServiceTitan é uma plataforma de software abrangente projetada para a indústria de serviços, oferecendo soluções para melhorar a produtividade e a rentabilidade das empresas. Apresenta uma variedade de recursos, incluindo despacho, agendamento, marketing, relatórios e ferramentas de experiência do cliente, adaptadas para áreas como encanamento, HVAC, serviços elétricos e mais. A ServiceTitan busca capacitar as empresas ao otimizar operações, melhorar o fluxo de caixa e oferecer experiências superiores aos clientes através de uma plataforma tudo-em-um. O software inclui análises de dados em tempo real, opções de financiamento e capacidades móveis para apoiar as necessidades operacionais dos empreiteiros e aumentar suas fontes de receita. Ao consolidar múltiplas funções de negócios em uma única plataforma, a ServiceTitan visa ajudar os empreiteiros a crescer de forma rentável e eficiente.

Descrição

• Own the day-to-day health of ServiceTitan’s VoIP infrastructure across geographically redundant US data centers • Design and implement capacity planning strategies to support growth in call volume and new product launches • Develop and maintain SLA dashboards, runbooks, and automated alerting to ensure rapid detection and resolution of service-impacting events • Perform interoperability testing when onboarding new telecom solutions, hardware, or carrier integrations • Serve as the senior escalation point for complex voice quality and call-routing issues • Lead post-incident reviews and drive root-cause analysis to prevent recurrence • Collaborate with customer support teams to resolve voice-related customer escalations • Participate in a team on-call rotation providing 24/7 support for critical production voice services • Build and maintain automation for provisioning, monitoring, configuration management, and routine maintenance tasks • Contribute to internal tooling and APIs that enable self-service for carrier management, number porting, and call-routing configuration • Coordinate with Tier 1 carriers for circuit provisioning, outage resolution, and optimal call-routing strategies • Evaluate and onboard new carriers and SIP providers to improve quality, redundancy, and cost efficiency • Manage number inventory and porting workflows across multiple carriers • Oversee e911 configurations and ensure compliance with applicable federal and state regulations • Implement and maintain toll-fraud detection, SIP security policies, and network access controls. • Support SOC 2 and other audit requirements related to voice infrastructure. • Partner with software engineering teams to advise on hardware device configuration, telephony protocols, and voice platform capabilities • Provide technical guidance and documentation to enable product and engineering teams to build on top of the voice platform effectively.

🎯 Requisitos

• 5+ years supporting SIP-based VoIP environments in an enterprise, SaaS, or service-provider setting • Expert-level understanding of SIP, RTP, SRTP, WebRTC, and ENUM • Strong proficiency in Linux administration (Ubuntu/CentOS/RHEL) in production environments • Solid grasp of IP networking (TCP/UDP, DNS, TLS, load balancing, VLANs, subnetting, firewalls, NAT traversal) and how it impacts voice quality and reliability • Comfortable writing automation in Python, Bash, or Go • Ability to clearly explain complex technical issues to both engineering peers and non-technical stakeholders • Preferred: Experience with Kamailio, FreeSWITCH, Oracle/Ribbon SBCs, or similar open-source/commercial SIP platforms • Familiarity with containerized environments (Docker, Kubernetes) and infrastructure-as-code (Terraform, Ansible) • Experience building or consuming observability stacks (Grafana, Prometheus, ELK, Datadog) • Background in number portability, CNAM/STIR-SHAKEN, or telecom regulatory compliance • Experience with PBX and IVR routing concepts in an enterprise or hosted environment • Bachelor’s degree in Computer Science, Network Engineering, or a related field (or equivalent professional experience).

🏖️ Benefícios

• Flexible time off with ample learning and development opportunities • Comprehensive onboarding program • Leadership training for Titans at all levels • Bonusly and peer-nominated awards • Company-paid medical, dental, and vision (with 100% employer paid options and 90% coverage for dependents) • FSA and HSA • 401k match • Telehealth options including memberships to One Medical • Parental leave and support • Up to $20k in fertility services (i.e. IUI and IVF) • Surrogacy and adoption reimbursement • On demand maternity support through Maven Maternity • Free breast milk shipping through Maven Milk • Pet insurance • Legal advisory services • Financial planning tools