Voice Operations Engineer

Description

LOCATION: Illinois, Georgia, Florida (Hybrid/Onsite)

General Description of Position:

 Clearwave Fiber is seeking a motivated and technically skilled Voice Engineer I to support and advance our modern voice services platform. This role is critical in ensuring the delivery and performance of our full suite of voice products, POTS, Hosted VoIP, SIP, and PRI across our 100% fiber-optic network. You will be responsible for deploying, maintaining, and troubleshooting voice services while collaborating cross-functionally with Help Desk, Installation & Repair, Sales, and Network Engineering teams. This position combines hands-on technical support, customer-facing consultation, and the opportunity to work with cutting-edge communications infrastructure. 

Duties and Responsibilities:

• Deploy, maintain, and support voice services, including POTS, Hosted Voice, SIP trunking, and PRI, on Clearwave Fiber’s all-fiber network.
• Serve as a technical escalation point for complex customer voice-related issues and ensure timely resolution.
• Collaborate with I&R and Help Desk teams to provide Tier II/III technical assistance and guidance for voice-related incidents.
• Participate in the triage of incidents involving voice and network correlations.
• Assist Sales Engineering with site assessments and Hosted Voice demos as a subject matter expert.
• Create technical documentation including system diagrams, installation plans, and customer-facing configurations.
• Provide detailed Statements of Work (SOW) for complex voice deployments.
• Benchmark performance, monitor reliability, and recommend enhancements to improve service quality.
• Support remote troubleshooting efforts using network monitoring tools and ticketing platforms.
• Analyze patterns in chronic or unique voice issues to develop permanent corrective actions (Problem Management).
• Deliver exceptional internal and external customer service across all touchpoints.
• Perform occasional after-hours work for maintenance windows, escalations, or emergency response.
• Other duties as assigned.

Requirements

Minimum Qualifications:

• Bachelor’s Degree in Telecommunications, Information Technology, or related field – or equivalent professional experience.
•  1–3 years of experience supporting VoIP or traditional telephony platforms.
• Understanding of SIP, RTP, voice codecs, call routing, and trunking principles.
• Familiarity with IP networking, including switching, routing, DHCP, NAT, and firewall configurations.
• Hands-on experience with at least one voice platform (e.g., BroadSoft, Metaswitch, Asterisk, Cisco Call Manager, or similar).
• Knowledge of Microsoft Operating Systems and remote access tools.
• Working knowledge of network testing and diagnostic tools (e.g., Wireshark, packet capture tools).
• Excellent analytical and troubleshooting skills, especially in multi-vendor environments.
• Strong customer-service mindset with the ability to explain technical concepts to non-technical users.
• Ability to prioritize multiple projects and tasks in a fast-paced environment.
• Clear and professional written and verbal communication skills.
• Valid driver’s license with a clean driving record.
• Must be able to work nights, weekends, and holidays as needed for scheduled or emergency events.