Senior Voice Engineer

About the role

The Senior Voice Engineer at Ooma partners closely with software development, product management, and engineering teams to solve complex customer challenges and improve product quality. This role goes beyond traditional support—owning issues end-to-end, contributing to product validation efforts, and helping shape future features through hands-on testing and feedback.

What You’ll Do

• Debug and resolve complex field issues, driving them through to timely resolution
• Perform hands-on, day-to-day troubleshooting across voice, fax, fire alarm signaling, and remote programming workflows in production environments
• Partner with engineering teams to identify product deficiencies and develop effective solutions
• Provide clear, actionable feedback to improve product quality and reliability
• Review and validate test setups to ensure alignment with customer environments and real-world use cases
• Execute testing, system integration, and Level 4 support for escalated customer issues
• Collaborate cross-functional to support the development of new features and bug fixes
• Analyze system behavior and test results to ensure solutions meet customer and field requirements
• Leverage AI tools to improve support productivity, streamline workflows, and reduce resolution times

Experience We're Looking For

• 8+ years of experience working with VoIP
• Familiarity with modems, alarm systems, and related technologies
• Strong expertise in VoIP protocols and advanced diagnostics, including SIP traces, PCAP analysis, and signaling logs
• Familiarity with alarm signaling formats such as SIA8, SIA 20, Contact ID, SK 4/2, BFSK 14 and BFSK 23
• Familiarity with Modem over IP technologies, including Voice Band Data and Modem Relay
• Proven background in system integration across voice systems, modem technologies, and fire alarm platforms
• Experience using scripting or automation to streamline workflows and repetitive tasks
• Able to navigate evolving priorities and adapt to changing customer and technical needs
• Clear communicator with strong collaboration, organization, and problem-solving skills

What We Offer

• Comprehensive Medical/Dental/Vision insurance for you and eligible dependents
• HMO, PPO’s or a PPO with a HDHP (including HSA, which Ooma helps fund)
• Employer Paid Income Protection Benefits (Basic Life and AD&D, Short- and Long-term disability)
• FSA Healthcare & Dependent Care
• Commuter Benefits
• Voluntary Accident, Critical Illness, Hospital Indemnity and Legal
• 401(k), including employer match, and Roth
• Employee Stock Purchase Plan (ESPP)
• Paid Time off, Sick Time, as well as corporate holidays observed
• Employee Assistance Program
• Life Balance benefits with Travel Assistance Services and Identity Theft
• Additional Benefits include a Discount Program, Credit Union, Medicare Assistance, etc

Pay Range

Ooma California Pay Range: $124,500 - $157,000 USD