Voice Operations Engineer (L2)

Summary

Join Twilio as a Voice Operations Engineer and contribute to maintaining global carrier connectivity. This role involves working with carrier partners, handling escalations, troubleshooting VoIP issues, managing capacity and monitoring, and developing operational processes. You will be part of a small, agile global team, participating in on-call rotations. The position requires strong telecom experience with VoIP protocols, experience with packet analysis, and a minimum of three years of relevant work experience. The role is remote and based in Colombia with occasional travel.

Requirements

• Strong telecom experience working with VoIP, SIP, RTP, SRTP or other voice telephony protocols
• Experience with Wireshark and packet analysis
• Experience working with telecom carriers
• Experience handling escalations and driving root cause analysis
• Good understanding of Voice routing best practices
• Ability to work independently and as part of a team
• Participation in the on-call rotation
• Excellent verbal and written English, more languages (Spanish, Portuguese) is a plus
• Minimum of three years of relevant work experience

Responsibilities

• Work with Twilio’s carrier partners and handle Voice escalations
• Diagnose, troubleshoot and resolve service issues related to VoIP telephony
• Manage Voice carrier capacity and monitoring
• Handle Voice traffic maintenance and migrations
• Develop and maintain operational processes
• Maintain accurate and easy to follow internal documentation
• Be part of a small global team and participate in the on-call rotation

Preferred Qualifications

• Experience with Kibana or Datadog
• Experience with Looker
• Experience working on SBCs like Audiocodes, Ribbon, etc
• Understanding common networking subjects such as VPNs, BGP and MPLS
• Experience writing SQL queries

Benefits

• Competitive pay
• Generous time-off
• Ample parental and wellness leave
• Healthcare
• A retirement savings program