Voice Specialist

Join Vonage and help us innovate cloud communications for businesses worldwide! Why this role matters: 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 What you'll bring • 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 How you’ll benefit: • 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 There’s no perfect candidate. You don't need all the preferred qualifications to make a valuable impact on our team. Our employees and customers come from diverse backgrounds, so if you're passionate about what you could achieve at Vonage, we'd love to hear from you. To learn how we process your personal data during the recruitment process, please refer to our Privacy Notice. Who we are: Vonage is a global cloud communications leader. And your talent will further help brands - such as Airbnb, Viber, WhatsApp, and Snapchat - accelerate their digital transformation through our fully programmable-based unified communications, contact center solutions, and communications APIs. Ready to innovate? Then join us today. Note: The purpose of this profile is to provide a general summary of essential responsibilities for the position and is not meant as an exhaustive list. Assignments may differ for individuals within the same role based on business conditions, departmental need or geographic location.