Senior Voice Engineer

Responsibilities

• Serve as a subject matter expert in VoIP troubleshooting, resolving complex issues related to call quality, SIP signaling, call routing, and service disruptions.
• Manage, configure, and optimize Session Border Controllers (SBCs) to ensure secure, efficient voice traffic across networks.
• Perform deep-dive analysis and analysis of voice issues using traces (SIP ladders), and packet captures.
• Support and maintain VoIP platforms, including IP PBXs, softswitches, and hosted voice solutions.
• Collaborate with network and operations teams to identify root causes and implement long-term solutions.
• Implement and maintain voice security best practices, including fraud prevention and SBC policy enforcement.
• Maintain clear and detailed documentation for troubleshooting procedures, configurations, and known issues.
• Provide escalation support for critical voice incidents.
• Work with vendors and carriers to troubleshoot issues.
• Act as a key point of contact for internal teams and customers, ensuring clear communication of voice service issues, timelines, and resolutions.
• Support customer onboarding, service activation, and implementation of voice solutions for new and existing clients.
• Monitor voice service performance and proactively identify opportunities to improve service quality and overall customer experience.
• Coordinate with cross-functional teams to troubleshoot and resolve complex customer-impacting issues in a timely manner.
• Assist with project coordination and execution to ensure successful and timely delivery of voice services.
• Document processes, incidents, and resolutions to support continuous improvement and knowledge sharing.

Qualifications

• 5+ years of hands-on experience in VoIP engineering and troubleshooting.
• Strong experience managing and supporting Session Border Controllers (SBCs).
• Experience with VoIP platforms such as NetSapiens, Ribbon C15, or Metaswitch.
• Deep understanding of SIP, RTP, and Telcom protocols.
• Proven ability to analyze SIP traces and debug complex call flows.
• Experience with hosted PBX and softswitch environments.
• Class 5 switch translation experience is a plus.
• Strong analytical and problem-solving skills with a focus on root cause analysis.
• Excellent communication skills and ability to work cross-functionally.
• Experience working in customer-facing or cross-functional environments, with the ability to manage multiple priorities while supporting voice service delivery and project coordination

About Vantage Point Solutions

Vantage Point Solutions was founded in 2002 by a team who believed in putting people – both employees and clients – first. VPS is a customer-focused, technology-driven engineering and consulting firm serving the broadband, power, and financial industries.

We are driven by a commitment to client satisfaction and a culture of teamwork, respect, and collaboration—along with a healthy dose of camaraderie and fun.

Equal Employment Statement

Vantage Point Solutions is an equal opportunity employer. All applicants will be considered for employment without regard to race, color, religion, sexual orientation, gender identity, national origin, veteran, or disability status.