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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in VoIP operations and telecommunications, with a strong focus on SIP configuration, troubleshooting, and integration with messaging channels like WhatsApp Business API. Proficient in automating processes and providing technical support while maintaining documentation and proactive monitoring.
Highest-signal resume keywords
VoIP OperationsSIP ConfigurationREST APIsPython ScriptingWhatsApp Business API
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
SIP KnowledgeSoftswitch OperationVPN ConfigurationAPI TestingLog AnalysisTelephony TroubleshootingTicketing ToolsDocumentation DisciplineMetrics DashboardsLog Queries
Soft Skills
Customer CoordinationProblem-SolvingTrainingOwnershipCommunication
Tools & Technologies
SIP TrunksTelephony SystemsWebhooksSFTPIP AllowlistsFirewallsNATDNSMonitoring ToolsConversational Agents
Industry Keywords
TelecommunicationsContact CentersCPaaSCCaaSLatin America
Tech Stack
Tools & technologiesDNSFirewallsPython
About the role
Key responsibilities & impact- 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
Requirements
What you’ll need- Two to four years of experience in VoIP operations, telecommunications, or technical support for communications platforms
- Protocol-level SIP knowledge, including response codes, media negotiation, RTP, and the ability to read traces and packet captures
- Experience operating softswitches or voice-switching platforms in production
- Connectivity and networking: site-to-site VPNs, IP allowlists, firewalls, NAT, and DNS
- Application integrations: REST APIs, webhooks, SFTP, API testing clients, and log analysis
- Experience with ticketing tools and strong documentation discipline
- Native Spanish and technical reading proficiency in English
- Direct experience working with enterprise customers and telecommunications providers
- Expected AI maturity level: AI Integrated
- Experience in contact centers, CPaaS, CCaaS, or telecommunications providers in Latin America
- Messaging channels: WhatsApp Business API and Business Manager administration
- Observability: metrics dashboards and log queries
- Python or Bash scripting for automating validations and captures
- Exposure to conversational agents or voice AI
- Ability to diagnose issues in production and distinguish between infrastructure, model, and agent design problems
- Ability to use AI to build and automate part of your own workload
Benefits
Comp & perks- 100% remote work
- Birthday off
- Unlimited vacation
- Opportunity to make a real impact on customers from day one
- Technical and collaborative environment
- Clear growth path toward the Driver career band