Core Network Operations Engineer

POSITION DETAILS:

DEPARTMENT: Site Reliability Engineering

LOCATION: Remote, in Portugal

REPORTS TO: Manager, Core Network Operations 

WORKING HOURS: 7:00 AM to 4:00 PM and 9:00 AM to 6:00 PM (rotates weekly).

POSITION SUMMARY:

Broadvoice is looking for an experienced Core Network Operations Engineer with a proven track record in troubleshooting, optimizing, and maintaining VoIP systems and ensuring high system reliability and scalability.

YOUR DAY-TO-DAY:

• Identify, troubleshoot, and resolve issues related to voice quality, connectivity, and other VoIP-related challenges to maintain system integrity.
• Drive the implementation and management of monitoring, alerting, and tracking systems to ensure proactive issue detection.
• Work alongside developers, engineers, and support teams to ensure effective communication and prompt resolution of operational issues.
• Contribute to the successful rollout of milestone releases, ensuring smooth deployments and minimal disruption to services.
• Focus on improving system scalability, service reliability, capacity, and overall platform performance.
• Participate in the on-call rotation for incident escalation.
• Provide technical troubleshooting, document timelines, and prepare Root Cause Analysis (RCA)/Incident Report documentation.
• Collaborate with multiple teams across the organization to ensure the timely resolution of issues and continuous operational improvements.

WHAT YOU BRING TO THE TEAM:

• A degree in Computer Science, Software Engineering, Telecommunications, or a related field.
• Proven experience in supporting and troubleshooting UCaaS/CCaaS systems, with a strong focus on VoIP technologies.
• In-depth knowledge of VoIP protocols (SIP, SDP, RTP).
• Hands-on experience with signaling analysis tools such as Wireshark, sngrep, or Homer.
• Familiarity with scripting and automation tools to streamline processes and improve efficiency.
• Strong ability to manage multiple priorities and competing demands while ensuring high standards of work.
• Strong analytical skills and attention to detail, with a proactive approach to troubleshooting and resolving issues.
• Experience with observability and monitoring tools, particularly in an infrastructure monitoring context.
• Ability to manage multiple priorities and deadlines in a fast-paced environment, ensuring that critical issues are addressed promptly.
• Self-motivated, with the ability to collaborate effectively within a team and influence cross-functional efforts.

WHY BROADVOICE:

Broadvoice is more than just a leading cloud communications company; we're the architects of global connections. With dedicated offices across the United States, Latin America, and Europe, we are united by a shared passion for inspiring meaningful human connections. Our mission is clear: to personalize how people communicate, ensuring that our technology enhances teams' ability to connect with what truly matters no matter where work takes place.

Communication is the lifeblood of success, whether connecting with customers or collaborating with colleagues. At Broadvoice, our platforms create opportunities to interact, share ideas, and bring visions to life. We believe that human interaction is the cornerstone of brilliance, and we prioritize it in everything we do.

Our success at Broadvoice hinges on our vibrant culture. We take pride in our dedicated culture team, working tirelessly to foster a supportive and engaging work environment for all employees. Through community-building, collaboration, and personal and professional growth initiatives, our culture team ensures that Broadvoice is a place where everyone can thrive.

Broadvoice is committed to diversity, equity, and inclusion (DEI). We have an active DEI council open to all global employees, driving DEI initiatives worldwide through newsletters, webinars, fundraisers, book clubs, and more. By cultivating a culture of belonging, we empower our team members to be their best selves and contribute to our mission of inspiring meaningful human connections.

We value our employees and offer comprehensive benefits packages, including paid vacation and holidays, along with a host of other perks.

Broadvoice is an Equal Opportunity Employer. We are committed to providing reasonable accommodations to enable individuals with disabilities to perform their job functions.