Voice Operations Engineer (L2)

See yourself at Twilio

Join the team as Twilio’s next Voice Operations Engineer.

Who we are & why we’re hiring

Twilio powers real-time business communications and data solutions that help companies and developers worldwide build better applications and customer experiences.

 

Although we're headquartered in San Francisco, we have presence throughout South America, Europe, Asia and Australia. We're on a journey to becoming a global company that actively opposes racism and all forms of oppression and bias. At Twilio, we support diversity, equity & inclusion wherever we do business.

About the job

We’re looking for a talented engineer to help maintain Twilio’s carrier connectivity globally. The Voice Operations team is responsible for overall architecture and day to day interfacing with all of Twilio’s Voice suppliers. We are a small but agile global team of connectivity experts, and you would have the opportunity to work with our partners from all over the world.

 

Responsibilities

In this role, you’ll:

• 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

Qualifications 

Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, and we encourage everyone who meets the required qualifications to apply. While having “desired” qualifications make for a strong candidate, we encourage applicants with alternative experiences to also apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!

 

Required:

• 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

 

Desired:

• 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

Location

This role will be remote and based in Colombia.

 

Travel 

We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings.

What We Offer

There are many benefits to working at Twilio, including, in addition to competitive pay, things like generous time-off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.

Twilio thinks big. Do you?

We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.

So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now!

If this role isn't what you're looking for, please consider other open positions.

Applications for this role are intended to be accepted until March 30, 2025 but may change based on business needs.