Voice Engineer

Vocus; City of Melbourne; On-site; AUD 110,000 - 150,000; Full time

Benefits offered by this job

Health and wellness offerings

Career development programs

Generous leave options

Job summary

Vocus is seeking a Voice Engineer to monitor, operate and support critical voice infrastructure in a 24x7 Operations Centre. You will ensure availability, performance and resilience of voice services, manage incidents, conduct fault analysis, and support changes and maintenance.

The role requires collaboration with multiple teams and vendors to maintain service quality and customer connectivity. Australian NV1 clearance eligibility is a key criterion.

Qualifications

• Degree, diploma or equivalent in IT/telecommunications/engineering.
• 3+ years' experience in Voice Operations, Service Assurance, or Telecom support.
• Experience troubleshooting voice service incidents in production environments.
• Knowledge of SIP, VoIP, PSTN, and voice technologies.
• Experience in a 24x7 operational support environment.
• Experience coordinating vendor/carrier escalations.

Responsibilities

• Monitor and support voice infrastructure and services.
• Maintain service availability, performance, capacity and resilience.
• Investigate and troubleshoot voice service faults and incidents; drive restoration.
• Coordinate with customers, carriers, service providers and field teams.
• Maintain accurate incident records and runbooks; support post-incident reviews.
• Assist with change management, maintenance, and documentation.

Skills

Voice Operations

Service Assurance

Voice Engineering

24x7 support

Customer service

Stakeholder communication

Vendor coordination

Education

Degree, Diploma, or equivalent in IT/ Telecommunications/Engineering

Tools

Microsoft Teams Voice

Cisco Collaboration

SIP/VoIP certifications

ITIL Foundation

Job description

Are you looking for an awesome place to work, where you can proudly be your authentic self, and be part of #oneteam?

We are looking for apassionateteam player whoaligns with our valuesand culture, takes pride in their unique contributions, and can challenge the status quo with disruptive thinking. If this sounds like you, come and join us!

The Opportunity

The Voice Engineer is responsible for the monitoring, operation, maintenance, and support of critical voice infrastructure within the Operational Command Centre.

The role ensures the availability, performance, resilience, and operational integrity of voice services through proactive service monitoring, incident management, fault diagnosis, service restoration, and change support activities. Operating within a 24x7 environment, the Voice Engineer plays a key role in maintaining customer connectivity, minimizing service impact, and supporting the delivery of reliable telecommunications and voice services.

Working closely with Engineering, Customer Operations, Service Delivery, Carriers, Vendors, and Field Services teams, the Voice Engineer supports operational excellence and service reliability across critical voice environments.

*Australian Citizenship is mandatory as part of the criteria for NV1 clearance. You must fit all the criteria be eligible for NV1 clearance.

What you'll be responsible for in the role

Voice Operations

• Monitor and support voice infrastructure and associated services.
• Maintain service availability, performance, capacity, and resilience.
• Monitor alarms, events, and performance indicators using voice management tools.
• Identify and upscale service faults, degradation, and operational risks.
• Maintain operational awareness of planned and unplanned service events.

Fault Management and Incident Response

• Investigate and troubleshoot voice service faults and service issues.
• Manage service incidents through to restoration and closure.
• Perform technical analysis to identify root causes and restoration actions.
• Escalate complex issues to senior engineers and specialist support teams.
• Coordinate technical resources to minimise service disruption and customer impact.
• Ensure incident records and documentation are maintained accurately.

Service Restoration and Service Assurance

• Lead restoration activities for customer and service-impacting incidents.
• Validate service recovery and confirm restoration outcomes.
• Monitor voice service performance and service quality metrics.
• Identify recurring faults and emerging service risks.
• Support proactive initiatives to improve service reliability and customer experience.
• Contribute to performance reporting and operational reviews.

Change and Maintenance Activities

• Support implementation of approved voice service changes and maintenance activities.
• Review change impacts and operational requirements.
• Participate in change execution, validation, and monitoring activities.
• Support maintenance windows and planned outage activities.
• Ensure all changes are documented in accordance with operational processes.

Customer and Stakeholder Support

• Provide technical support for customer-affecting incidents and service issues.
• Coordinate with customers, carriers, service providers, and field teams.
• Provide timely updates on incidents, outages, and restoration progress.
• Build effective working relationships with internal and external stakeholders.

Operational Documentation and Reporting

• Maintain accurate incident, fault, and operational records.
• Update operational procedures, runbooks, and technical documentation.
• Contribute to post-incident reviews and lessons-learned activities.
• Produce technical reports and operational updates where required.
• Ensure documentation remains accurate and current.
• Contribute to operational improvement initiatives.
• Support problem management and root cause analysis activities.
• Identify opportunities to improve service monitoring and operational efficiency.
• Assist with automation and service improvement initiatives.
• Participate in technical training and knowledge-sharing activities.

Key Accountabilities

• Availability and performance of voice services.
• Timely identification, escalation, and resolution of service incidents.
• Effective service restoration and customer impact mitigation.
• Compliance with operational KPIs, SLAs, and support processes.
• Accurate operational reporting and documentation.
• Successful execution of change and maintenance activities.
• Positive customer and stakeholder outcomes.
• Compliance with security, safety, and regulatory requirements.
• Maintenance of voice service operational stability and resilience.

What you'll bring to the role

• 3+ years' experience in Voice Operations, Service Assurance, Voice Engineering, or Telecommunications Support environments.
• Experience troubleshooting voice service incidents in production environments.
• Understanding of SIP, VoIP, PSTN, and voice technologies.
• Experience working within a 24x7 operational support environment.
• Experience using voice monitoring and fault management systems.
• Strong customer service and stakeholder communication skills.
• Experience within carrier, wholesale, managed services, or critical infrastructure environments.
• Experience supporting SIP trunking, hosted voice, or unified communications services.
• Experience supporting Government, Defence, or Emergency Services communications environments.
• Experience coordinating vendor and carrier escalations.
• Experience with voice service monitoring and analytics platforms.

Qualifications

• Degree, Diploma, or equivalent industry experience in Information Technology, Telecommunications, Engineering, or a related discipline.
• Microsoft Teams Voice, Cisco Collaboration, or equivalent certification.
• SIP School, VoIP, or voice networking certification.
• ITIL Foundation Certification.
• Vendor-specific voice or unified communications certifications.

What We Offer

Working at Vocus will give you rewarding experiences and the opportunity to do extraordinary work. You will enjoy:

• Diverse and dynamic teams with a supportive and inclusive culture.
• Supportive career development plans with comprehensive ongoing training, support, and development opportunities.
• Generous discounts on power, gas, mobile and internet; plus, discounts to over 400 retailers.
• Competitive leave options, including anniversary leave, purchased leave, parental leave, volunteering leave, study leave, and 5 extra days of Vocus leave each year, plus more.
• Study assistance programs to excel your personal growth, learning and development.
• Health and wellness offerings, including access to our wellbeing initiatives that can help you from a financial, psychological, and physical perspective.

Working at Vocus is never just a job – it’s personal. We’re crazy about our customers and believe our people are the difference. Our wonderfully diverse team and a vibrant culture define us. We care about the impact we have on our people, our customers, and our communities and are committed to operating as a responsible, ethical business.

We pride ourselves on setting audacious and ambitious goals and believe that we can play our part in changing the Australian telecommunications landscape and make a fundamental difference to people’s lives.

With us, you’ll have the opportunity to lead and inspire teams, work on projects that are shaping the future of telecommunications and become part of a culture that thrives on creativity, encourages new ideas, and provides a collaborative and inclusive environment.

About Us

As Australia’s specialist fibre and network solutions provider, we own and operate 25,000km of secure, high-capacity fibre connecting people, businesses, governments, and communities across Australia to the world. Through our well-known retail brands, we deliver simple and affordable broadband, mobile, voice and energy services with the purpose of Building Critical Connections. Enabling Better Possibilities.

We are a proud equal opportunity employer committed to providing a safe, diverse, and inclusive working environment where all our team members feel like they belong. We know diversity makes us stronger and we encourage applications irrespective of background, age, origin, gender, sexual orientation, identity, or ability.