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Voice Operations Engineer (L2) at Twilio

Voice Operations Engineer (L2) needed to maintain Twilio’s carrier connectivity.
Remote
Colombia
Undisclosed salary
Twilio is seeking a Voice Operations Engineer to join their global Voice Operations team. This role focuses on maintaining Twilio's carrier connectivity and involves working with partners worldwide. The ideal candidate will possess expertise in VoIP telephony and a passion for resolving service issues.

Responsibilities:
  • Working with Twilio’s carrier partners and handling Voice escalations
  • Diagnosing, troubleshooting and resolving service issues related to VoIP telephony
  • Managing Voice carrier capacity and monitoring
  • Handling Voice traffic maintenance and migrations
  • Developing and maintaining operational processes
  • Maintaining accurate and easy to follow internal documentation
  • Participating in the on-call rotation

Requirements:
  • Strong telecom experience working with VoIP, SIP, RTP, SRTP or other voice telephony protocols
  • Experience with Wireshark and packet analysis
  • Experience working with telecom carriers
  • Experience handling escalations and driving root cause analysis
  • Good understanding of Voice routing best practices
  • Ability to work independently and as part of a team
  • Excellent verbal and written English, more languages (Spanish, Portuguese)  is a plus
  • Minimum of three years of relevant work experience

What Twilio Offers:
  • Generous time-off
  • Ample parental and wellness leave
  • Healthcare
  • A retirement savings program
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Twilio

Twilio is a communication platform as a service (CPaaS) company that empowers businesses and developers to build personalized customer experiences. It provides a cloud-based platform with a suite of APIs and tools for various communication channels, including SMS, WhatsApp, and voice. Twilio focuses on delivering innovative solutions that enable businesses to connect with their customers effectively and ensure regulatory compliance in global communications. The company emphasizes a remote-first work environment with a strong culture of inclusion.