Voice Specialist

Why this role matters:

Voice traffic is one of the most technically demanding areas of the Vonage network — combining SIP protocol complexity, real-time quality measurement, and multi-region carrier relationships. As a Voice Specialist, you will be the subject matter expert for voice routing quality and configuration, working alongside the broader Technical Routing & Quality team to ensure Vonage voice services meet the highest standards of reliability and performance.

Your key responsibilities:

Own the configuration, testing, and ongoing optimization of voice routing across global supplier connections on both API and Applications (RVE/GCS) platforms

Monitor voice quality metrics — ASR, NER, MOS, and PDD — and drive proactive and reactive improvements

Investigate and resolve voice carrier degradations, routing anomalies, and SIP-level issues

Onboard new voice carriers and validate SIP connectivity, including peering agreements and codec/dial plan configuration

Manage voice routing for North American peering traffic and coordinate with the Apps side where platforms overlap

Support the migration of voice services from IBM Data Centres to AWS

Contribute to the development of automated alerting and incident resolution tooling for voice

Act as voice routing SME for cross-functional teams including Product, Engineering, and Carrier Partnerships

Provide input on Network API and RCS voice routing requirements as new services come to market

What you'll bring

Overall Experience 5 years to 8 years.

Strong hands-on experience with SIP protocol, voice routing platforms, and carrier interconnect

Proficiency in interpreting voice quality KPIs (ASR, NER, MOS, PDD) and translating them into routing actions

Experience with a VoIP or cloud voice platform (e.g. Vonage RVE/GCS, FreeSWITCH, Kamailio, or equivalent)

Ability to diagnose complex SIP-layer issues, including codec negotiation, registration failures, and call setup errors

Strong collaboration skills — able to work effectively with carrier partners, product managers, and engineering teams

Comfortable in an operational environment with on-call responsibilities

Experience we consider a plus:

Experience with both API and Applications (VCC/VBC) voice platforms

Knowledge of US voice carrier peering and OBR (Outbound Routing) rating

Familiarity with GCS (Vonage Core) or similar voice core platforms

Understanding of Vonage Network APIs and their voice requirements

Experience contributing to automation or ML-based routing optimisation projects

How you’ll benefit:

Attractive Discretionary Time Off

Private Medical Insurance with optional dependent coverage

Educational Assistance Reimbursement Program

Opportunities for reimbursement for conferences, trainings, and other personal development events

Maternity and Paternity Leave

Additional benefits and perks will be shared and discussed with you by the recruiter during the interview process