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Voice Operations Engineer (L2)
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Job Location
Job Summary
Twilio is seeking a Voice Operations Engineer to join their team in San Francisco or remotely from Colombia. The engineer will work with Twilio's carrier partners and handle voice escalations, diagnose and troubleshoot service issues, manage voice capacity and monitoring, and develop operational processes. They will also participate in the on-call rotation and maintain accurate documentation. Twilio values diverse experiences and encourages applicants to apply even if they don't match all the required qualifications. The company offers competitive pay, generous time-off, healthcare, and a retirement savings program. This role is part of Twilio's efforts to become a global company that actively opposes racism and all forms of oppression and bias.
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.
