About the role
Voice traffic is one of the most technically demanding areas of the Vonage network — combining SIP protocol complexity, real-time quality measurement, and multi-region carrier relationships. As a Voice Specialist, you will be the subject matter expert for voice routing quality and configuration, working alongside the broader Technical Routing & Quality team to ensure Vonage voice services meet the highest standards of reliability and performance.
Your key responsibilities:- Own the configuration, testing, and ongoing optimization of voice routing across global supplier connections on both API and Applications (RVE/GCS) platforms
- Monitor voice quality metrics — ASR, NER, MOS, and PDD — and drive proactive and reactive improvements
- Investigate and resolve voice carrier degradations, routing anomalies, and SIP-level issues
- Onboard new voice carriers and validate SIP connectivity, including peering agreements and codec/dial plan configuration
- Manage voice routing for North American peering traffic and coordinate with the Apps side where platforms overlap
- Support the migration of voice services from IBM Data Centres to AWS
- Contribute to the development of automated alerting and incident resolution tooling for voice
- Act as voice routing SME for cross-functional teams including Product, Engineering, and Carrier Partnerships
- Provide input on Network API and RCS voice routing requirements as new services come to market
- Overall Experience 5 years to 8 years.
- Strong hands-on experience with SIP protocol, voice routing platforms, and carrier interconnect
- Proficiency in interpreting voice quality KPIs (ASR, NER, MOS, PDD) and translating them into routing actions
- Experience with a VoIP or cloud voice platform (e.g. Vonage RVE/GCS, FreeSWITCH, Kamailio, or equivalent)
- Ability to diagnose complex SIP-layer issues, including codec negotiation, registration failures, and call setup errors
- Strong collaboration skills — able to work effectively with carrier partners, product managers, and engineering teams
- Comfortable in an operational environment with on-call responsibilities
Experience we consider a plus:
- Experience with both API and Applications (VCC/VBC) voice platforms
- Knowledge of US voice carrier peering and OBR (Outbound Routing) rating
- Familiarity with GCS (Vonage Core) or similar voice core platforms
- Understanding of Vonage Network APIs and their voice requirements
- Experience contributing to automation or ML-based routing optimisation projects
- Attractive Discretionary Time Off
- Private Medical Insurance with optional dependent coverage
- Educational Assistance Reimbursement Program
- Opportunities for reimbursement for conferences, trainings, and other personal development events
- Maternity and Paternity Leave
- Additional benefits and perks will be shared and discussed with you by the recruiter during the interview process