Voice Specialist

Overview

Voice Specialist who is the subject matter expert for voice routing quality and configuration, working with the Technical Routing & Quality team to keep Vonage voice services reliable and performant.

What you'll do

• 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 need

• Overall experience of 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

Nice to have

• 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