Technical Operations Engineer – Voice, Integrations

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

⏳ Contract/Temporary

🟢 Junior

🟡 Mid-level

⚙️ Operations

🚫👨‍🎓 No degree required

👻 Ghost score 15%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Vozy

WebsiteLinkedInAll Job Openings

51 - 200 employees

🤖 Artificial Intelligence

☁️ SaaS

🔒 Cybersecurity

💰 $1M Debt Financing on 2022-10

Artificial Intelligence • SaaS • Cybersecurity

Vozy is a company that develops solutions for enhancing customer service experiences through the use of generative AI-powered virtual agents. Their offerings, such as Lili Resolve, Lili Assist, and Lili Analyze, help improve first-contact resolutions, synchronize virtual and human interactions, and analyze customer conversations to uncover trends and improve service quality. Vozy's platform is designed to streamline operations, boost productivity, and provide insights for better business decisions. The company is also committed to information security, holding certifications like ISO 27001, ISO 27017, and ISO 27018, demonstrating compliance with international cybersecurity standards.

📋 Description

• Configure, migrate, and maintain customer and Vozy SIP trunks • Diagnose dialing and audio issues using SIP traces and packet captures • Manage DIDs, prefixes, masking, and country-specific routing matrices • Coordinate with carriers and customers’ telephony teams through case resolution • Execute telephony tests during windows agreed upon with customers • Perform technical activations for new customers, including SIP, connectivity, VPNs, IP allowlists, webhooks, SFTP, and storage buckets • Provision and migrate messaging channels and connect the WhatsApp Business API with Business Manager • Validate integrations with PBX systems and contact centers • Serve as the first technical escalation point for FDEs and customers • Triage tickets and require the minimum information needed for investigation • Escalate issues to Platform and Infrastructure teams with context, evidence, and a proposed approach • Support operations during incidents affecting multiple accounts • Build and operate proactive monitoring for calls, trunks, balances, and workflows • Anticipate recurring issues and propose preventive solutions • Automate the detection of and response to service degradation • Maintain technical support and activation runbooks • Train FDEs in basic telephony and integration troubleshooting • Document problem patterns and reusable solutions • Take ownership of an entire area, such as proactive monitoring or activation methodology

🎯 Requirements

• Two to four years of experience in VoIP operations, telecommunications, or technical support for communications platforms • Protocol-level SIP knowledge, including response codes, media negotiation, RTP, and the ability to read traces and packet captures • Experience operating softswitches or voice-switching platforms in production • Connectivity and networking: site-to-site VPNs, IP allowlists, firewalls, NAT, and DNS • Application integrations: REST APIs, webhooks, SFTP, API testing clients, and log analysis • Experience with ticketing tools and strong documentation discipline • Native Spanish and technical reading proficiency in English • Direct experience working with enterprise customers and telecommunications providers • Expected AI maturity level: AI Integrated • Experience in contact centers, CPaaS, CCaaS, or telecommunications providers in Latin America • Messaging channels: WhatsApp Business API and Business Manager administration • Observability: metrics dashboards and log queries • Python or Bash scripting for automating validations and captures • Exposure to conversational agents or voice AI • Ability to diagnose issues in production and distinguish between infrastructure, model, and agent design problems • Ability to use AI to build and automate part of your own workload

🏖️ Benefits

• 100% remote work • Birthday off • Unlimited vacation • Opportunity to make a real impact on customers from day one • Technical and collaborative environment • Clear growth path toward the Driver career band