You want more out of a career. A place to share your ideas freely — even if they’re daring or different. Where the true you can learn, grow, and thrive. At Verizon, we power and empower how people live, work and play by connecting them to what brings them joy. We do what we love — driving innovation, creativity, and impact in the world. Our V Team is a community of people who anticipate, lead, and believe that listening is where learning begins. In crisis and in celebration, we come together — lifting our communities and building trust in how we show up, everywhere & always. Want in? Join the #VTeamLife.
What you’ll be doing...
Are you a master at untangling complex voice network puzzles?
We are looking for a skilled VoIP Support Engineer to join our voice repair operations team. In this role, you’ll serve as an expert for end-to-end troubleshooting across voice products, IP networks, and signaling protocols. If you thrive on diving deep into packet captures, analyzing SIP and TDM call flows, and collaborating directly with customers and peers to solve high-stakes connectivity and call quality challenges, we want you on our team.
End-to-end trouble isolation and repair for customers voice products experiencing complex issues across CPE, LAN, WAN and PSTN networks
Troubleshoot issues related to quality, completion, routing, interoperability and connectivity across local, long distance, and IP networks.
Troubleshoot different layers in the OSI model.
Working with customers to troubleshoot and provide assistance while working with other network and application teams
Understand and leverage network topologies and workflows.
Work with SS7 signaling and strong foundations of SIP/RTP messaging and call flows.
Engage with general router functionality such as router (Adtran , Cisco) configurations, troubleshooting commands, etc.
Reviewing Call records using a variety of tools.
Keep up-to-date with technology changes and continually expand knowledge and skill sets.
Where you'll be working...
In this hybrid role, you'll work three days in the Cary, North Carolina office as assigned by your leader and two days from home
You'll need to have...
Associate's Degree or four or more years of work experience
Three or more years of work experience as a voice and VoIP support engineer
Three or more years of experience troubleshooting complex voice and VoIP issues
Experience with network standard analyzers such as Wireshark and SIP ladder diagrams.
Experience working on the phone directly with customers to understand the issues and provide updates on the resolution
Even better if you also have...
Bachelor's Degree
Voice or Network certification (including or similar to CCNA, SSCA, SSVP and/or CCNP Collaboration)
Strong communication skills and ability to interact with different types of stakeholders
Experience analyzing Call Detail Records (CDRs) and Voice Quality metrics (MOS, jitter, packet loss, latency) to proactively identify trend patterns.
Ability to translate highly technical network jargon into clear, actionable updates for non-technical clients and business stakeholders.
Proficiency in network capture analysis tools to analyze packet-level detail and ladder diagrams. with Wireshark or Netscout
Ability to seamlessly partner with multiple internal and external stakeholders to resolve complex issues and outages.
Ability to prioritize and multi-task independently.
If Verizon and this role sound like a fit for you, we encourage you to apply even if you don’t meet every “even better” qualification listed above.
Verizon is an equal opportunity employer. We evaluate qualified applicants without regard to veteran status, disability or other legally protected characteristics.
Benefits and CompensationOur benefits are designed to help you move forward in your career, and in areas of your life outside of Verizon. From health and wellness benefit options including: medical, dental, vision, short and long term disability, basic life insurance, supplemental life insurance, AD&D insurance, identity theft protection, pet insurance and group home & auto insurance. We also offer a matched 401(k) savings plan, up to 8 company paid holidays per year and up to 6 personal days per year, paid parental leave, adoption assistance and tuition assistance, plus other incentives, we’ve got you covered with our award-winning total rewards package. Depending on the role, employees have the opportunity to receive compensation in the form of premium pay such as overtime, shift differential, holiday pay, allowances, etc. Newly hired employees receive up to 15 days of vacation per year, which grows with additional service. For part-timers, your coverage will vary as you may be eligible for some of these benefits depending on your individual circumstances.
The salary will vary depending on your location and confirmed job-related skills and experience. This is an incentive based position with the potential to earn more. For part-time roles, your compensation will be adjusted to reflect your hours.Skills Required
- Associate's degree or four or more years of work experience
- Three or more years of experience as a voice and VoIP support engineer
- Three or more years of experience troubleshooting complex voice and VoIP issues
- Experience with network standard analyzers such as Wireshark and SIP ladder diagrams
- Experience working directly with customers by phone to understand issues and provide resolution updates
- Bachelor's degree
- Voice or network certification, such as CCNA, SSCA, SSVP, or CCNP Collaboration
- Experience analyzing CDRs and voice-quality metrics including MOS, jitter, packet loss, and latency
- Proficiency with packet-level network capture analysis tools such as Wireshark or Netscout
- Strong communication skills and ability to work with technical and non-technical stakeholders
Verizon Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Verizon and has not been reviewed or approved by Verizon.
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Fair & Transparent Compensation — Fairness and competitiveness of pay are highlighted through statements such as “pay is good,” “pays very well,” and “the compensation at VZ is very competitive.” High earning potential is also described for certain roles, including base pay plus commissions and bonuses.
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Healthcare Strength — Healthcare coverage is portrayed as comprehensive, spanning medical, dental, and vision with before-tax contributions and preventive-care credits. Increased HSA contributions and multiple plan options further reinforce the perceived strength of health benefits.
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Retirement Support — Retirement offerings are positioned as robust, including a strong 401(k) match, pension eligibility for some groups, and additional financial protections like life and long-term disability coverage. Union contract updates also point to pension increases and retirement security improvements.
Verizon Insights
What We Do
Verizon is one of the world’s leading providers of technology and communications services, transforming the way we connect across the globe. We're a diverse network of people driven by our shared ambition to move the world forward - collectively building the network America relies on most. Here, we have the ability to learn and grow at the speed of technology, the space to create within every role, and the opportunity to shape a rewarding career.
Why Work With Us
Integrity. Respect. Excellence. Accountability. These are some of the key values at the heart of our Credo. This code of conduct lays out how we show up as a responsible business every day. It is the blueprint that inspires us to live up to the highest standards and defines who we are and how we work.
