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Website: servicetitan.com
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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…
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