Voice Operations Engineer: 24/7 Reliability

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

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.