Voice Operations Engineer

ServiceTitan is hiring a Voice Operations Engineer to lead telecommunications infrastructure in the United States. This full-time position centers on maintaining voice services across a rapidly scaling platform while achieving 99.99%+ system availability.

About This Position

We're seeking a telecommunications engineer to lead operational excellence across our SIP-based voice platform. You'll manage infrastructure spanning multiple US data centers, overseeing the complete telephony stack that enables real-time communication for our contractor marketplace. This role combines software engineering practices with telecom operations, requiring you to modernize systems, establish automation practices, and define monitoring standards across our growing voice footprint.

Key Responsibilities

• Manage VoIP infrastructure health and performance across geographically redundant US data centers, including session border controllers, SIP trunking, and media gateways
• Design capacity planning approaches for rising call volumes and new product releases
• Create SLA dashboards, operation guides, and automated monitoring to quickly identify and resolve service issues
• Test interoperability when onboarding new telecommunications hardware, carriers, or technologies
• Investigate complex voice quality and call routing problems using packet analysis and diagnostic tools, serving as primary escalation for critical issues
• Lead incident retrospectives and implement solutions preventing future recurrence
• Collaborate with support teams resolving customer-facing voice issues with detailed technical analysis
• Participate in 24/7 on-call rotation supporting production voice systems
• Develop automation in Python, Bash, or Go for provisioning, monitoring, and maintenance
• Create tools and APIs for carrier administration, number porting, and call routing configuration
• Feed telephony metrics into Grafana, Datadog, ELK, and similar observability platforms
• Coordinate with Tier 1 carriers on provisioning, outages, and routing optimization
• Assess and integrate new carriers and SIP providers for improved reliability and efficiency
• Administer telephone number inventories and coordinate porting across carriers
• Oversee e911 compliance with federal and state regulations
• Deploy toll-fraud prevention, SIP security controls, and network access policies
• Maintain voice infrastructure compliance for SOC 2 and related audits
• Partner with engineering and product teams to advise on voice platform capabilities and constraints

Skills & Qualifications

• 5+ years operating SIP-based VoIP systems in enterprise, SaaS, or telecom provider settings
• Expert knowledge of SIP, RTP, SRTP, WebRTC, and ENUM protocols
• Production Linux administration experience with Ubuntu, CentOS, or RHEL
• Strong IP networking fundamentals including TCP/UDP, DNS, TLS, load balancing, VLANs, subnetting, firewalls, and NAT handling
• Scripting ability in Python, Bash, or Go
• Clear communication explaining technical concepts to engineering and non-technical audiences
• Kamailio, FreeSWITCH, Ribbon SBCs, or similar platform experience (preferred)
• Docker, Kubernetes, Terraform, or Ansible expertise (preferred)
• Building or operating observability solutions (preferred)
• Number porting, CNAM/STIR-SHAKEN, or telecom compliance background (preferred)
• Enterprise PBX and IVR routing knowledge (preferred)
• Computer Science, Network Engineering degree, or equivalent experience (preferred)

About the Company

ServiceTitan operates a platform connecting home services contractors with customers through unified communication, scheduling, and management software. Our voice systems enable direct real-time interaction between contractors and the homeowners they serve. We value diverse perspectives and backgrounds in solving complex telecommunications challenges.

Next Steps

To apply, complete your application directly on this page, or you'll be redirected to the employer's application platform to finish submitting there.