Junior VoIP Engineer

About the role

We’re hiring a Junior VoIP Engineer to keep our cloud telephony running smoothly day-to-day and to be the first-line owner of all phone-system tickets for our U.S. executive team. You’ll focus on administration, support, and small changes across Vonage Business Communications and Dialpad, ensuring reliable service, crisp call quality, and white-glove support.

What you’ll do

Operations & Maintenance

• Perform daily health checks, review alerts, and clear alarms in Vonage/Dialpad admin portals.
• Execute MACDs (adds/moves/changes/deletes), device provisioning, number assignment, voicemail, call recording, and routing updates.
• Maintain IVRs/auto-attendants, ring groups, call queues, business hours/holiday schedules, and E911 addresses.
• Coordinate routine updates, license management, and vendor tickets with Vonage/Dialpad support.

Executive Support & Help Desk

• Triage and resolve all executive team phone tickets (desktop/mobile apps, desk phones, headsets, call routing, conferencing).
• Provide white-glove onboarding, 1:1 setup, and rapid response within agreed SLAs; create quick-reference guides.
• Proactively monitor exec lines/queues during key events; prepare fallback routing and temporary call flows.

Troubleshooting

• Diagnose call-quality issues (one-way audio, jitter, packet loss, poor MOS) across user device, network, and carrier layers.
• Use logs/analytics (Dialpad dashboards, Vonage call reports), packet captures when needed, and coordinate with networking for QoS.

Provisioning & Number Management

• Handle DIDs, extensions, CNAM, and basic LNP requests; maintain accurate inventory, work with teams to resolve any dialing issues like spam and troubled numbers, and E911 records.

Security, Compliance & Documentation

• Enforce access controls, MFA, least privilege in admin consoles; manage certificates/SSO where applicable.
• Keep SOPs, knowledge base articles, and change logs current; contribute to runbooks and end-user guides.

Collaboration & Escalation

• Partner with Network/IT for LAN/WAN QoS and firewall rules (SIP/RTP ports as required).
• Escalate complex issues to Senior VoIP Engineer and vendors with clear reproduction steps and call examples.

What you’ll bring

• Experience: 4–5 years in VoIP/UC administration or support, including hands-on with Vonage and Dialpad (admin portals, call routing, queues, analytics).
• Skills & knowledge: SIP/RTP basics, codecs (G.711/Opus), NAT traversal, E911/Kari’s Law/RAY BAUM’s Act fundamentals.
• Device provisioning (Poly/Yealink), softphone setup on Windows/macOS/iOS/Android; headset troubleshooting.
• Networking fundamentals (DHCP options, VLANs, QoS/DSCP, basic firewall rules), Wireshark/sngrep familiarity.
• Ticketing and documentation (Invgate/Mojo Helpdesk); strong customer service and executive presence.
• Nice to have: SSO (Azure AD/Okta), MDM (Intune/Jamf), call recording/retention policies, basic scripting (PowerShell), ITIL concepts.

Success looks like

• 95%+ of executive tickets resolved within SLA; CSAT ≥ 4.7/5.
• Consistent MOS within target; measurable reduction in recurring issues.
• Zero stale E911 records; accurate number/license inventory.
• Up-to-date runbooks and user guides; clear, audit-ready change history.

Job Type: Full-time

Work Location: In person