Product & Voice Ops - Support Engineer - GammaLabs

Gamma; Manchester; Hybrid; GBP 65,000 - 90,000; Full time

Benefits offered by this job

25 days annual leave + birthday

Subsidised private medical insurance

5.1% matched pension contribution

Enhanced parental leave

Life assurance and Income protection

Share save and incentive plans

Electric Vehicle and Cycle scheme

Employee discounts

Volunteer day

Job summary

Gamma is seeking a Product & Voice Operations Support Engineer to join Gamma Labs in the UK. You will tackle complex Voice, UCaaS, and networking challenges, driving reliability and innovation across services.

The role involves incident response, problem management, automation, and collaboration with engineering and support teams. You will champion technical excellence, contribute to operational processes, and help scale Gamma’s Voice and UCaaS platforms while maintaining documentation and

Qualifications

• Proven experience troubleshooting and delivering technical solutions across Voice, UCaaS, and networking environments.
• Knowledge of SIP, VoIP, and core telecoms architecture is preferred.
• Ability to implement and deploy infrastructure solutions.

Responsibilities

• Provide specialist technical support for Voice, UCaaS, CCaaS, and networking solutions.
• Lead problem management, identify root causes, assess mitigations, and implement long-term fixes.
• Develop diagnostics and automation to improve efficiency and first-time resolutions.

Skills

Voice

UCaaS

Networking

Job description

Product & Voice Operations Support Engineer

A bit about us

At Gamma we provide voice, data, and mobile solutions to businesses across the UK, Germany, Spain, and the Benelux region.

Our people are at the heart of everything we do. When you join us, you’ll be part of a collaborative, forward-thinking team that’s transforming how businesses connect and communicate globally.

We’re growing fast, but we never lose sight of what matters: our people. Whether you're looking to develop your skills, take on new challenges, or make a meaningful impact, Gamma is the place to do it.

Who are we looking for?

We’re looking for a technically strong Product & Voice Operations Support Engineer to join Gamma Labs, supporting our Voice and UCaaS products.

You’ll use your expertise across Voice, UCaaS, CCaaS, and networking to resolve complex technical issues, improve service reliability, and deliver innovative solutions. You’ll play a key role in problem management, incident response, and automation, helping our teams diagnose issues quickly and provide reliable customer support.

Working closely with engineering, software development, and support teams, you’ll champion technical excellence, knowledge sharing, and continuous improvement.

What will you be doing day-to-day?

• Providing specialist technical support for Voice, UCaaS, CCaaS, and networking solutions.
• Leading problem management, identifying root causes, assessing mitigations, and implementing long-term solutions.
• Developing diagnostic tools and automation to improve efficiency and first-time resolution.
• Improving logging, monitoring, and alerting to identify issues early and increase service availability.
• Leading incident response and ensuring critical issues are assessed and resolved promptly.
• Testing functionality, performance, and fixes to maintain service quality.
• Leading engineering infrastructure projects across the Gamma network.
• Supporting bespoke Voice and UCaaS solutions and maintaining technical documentation.
• Developing quality standards and operational processes to improve service readiness.
• Coaching colleagues, leading technical workshops, and sharing best practice.
• Applying DevOps principles to improve operational efficiency and service delivery.
• Working with internal teams, third-party vendors, and open-source communities to resolve technical challenges.

What you’ll need

We’re looking for a proactive, analytical engineer with strong telecommunications expertise and a passion for solving complex problems. You’ll have:

• Proven experience troubleshooting and delivering technical solutions across Voice, UCaaS, and networking environments.
• In-depth knowledge of telecommunications core network architecture.
• Strong knowledge of SIP, VoIP, and networking technologies.
• Experience implementing and deploying infrastructure solutions.
• Excellent problem-solving skills and the ability to identify root causes and patterns.
• Confidence making technical decisions under pressure and assessing service impact.
• An interest in automation, innovation, and continuous improvement.
• Strong written and verbal communication skills, with the ability to explain technical issues to a range of stakeholders.
• A collaborative approach and willingness to share knowledge and support colleagues.
• A self-motivated mindset and the ability to work effectively within a multidisciplinary team.
• While active Security Clearance (SC) is not required at the outset, candidates must be eligible and willing to undergo SC vetting in future, as maintaining this clearance may become a core requirement of the role.

What do we offer you?

• 25 days annual leave + birthday
• Subsidised private medical insurance
• 5.1% matched pension contribution
• Enhanced parental leave
• Life assurance and Income protection
• Share save and incentive plans
• Electric Vehicle and Cycle scheme
• Employee discounts
• Volunteer day

A few things to note

We require all candidates to be eligible to work in the UK and pass a basic DBS check.

If you don't meet every requirement but feel you could thrive in this role, we would still encourage you to apply.

Gamma is an equal-opportunity employer committed to building diverse, inclusive teams where everyone feels valued and can be their authentic selves. We welcome applicants from all backgrounds, especially those underrepresented in our industry. As a family-friendly employer, we foster a culture of trust, autonomy, and flexibility to support your work-life balance and help you thrive at Gamma.

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