Vozy

Operations

• Configure, migrate, and maintain customer and Vozy SIP trunks
• Diagnose dialing and audio issues using SIP traces and packet captures
• Manage DIDs, prefixes, masking, and country-specific routing matrices
• Coordinate with carriers and customers’ telephony teams through case resolution
• Execute telephony tests during windows agreed upon with customers
• Perform technical activations for new customers, including SIP, connectivity, VPNs, IP allowlists, webhooks, SFTP, and storage buckets
• Provision and migrate messaging channels and connect the WhatsApp Business API with Business Manager
• Validate integrations with PBX systems and contact centers
• Serve as the first technical escalation point for FDEs and customers
• Triage tickets and require the minimum information needed for investigation
• Escalate issues to Platform and Infrastructure teams with context, evidence, and a proposed approach
• Support operations during incidents affecting multiple accounts
• Build and operate proactive monitoring for calls, trunks, balances, and workflows
• Anticipate recurring issues and propose preventive solutions
• Automate the detection of and response to service degradation
• Maintain technical support and activation runbooks
• Train FDEs in basic telephony and integration troubleshooting
• Document problem patterns and reusable solutions
• Take ownership of an entire area, such as proactive monitoring or activation methodology

Technical Operations Engineer – Voice, Integrations