Voice Quality & VoIP Network Engineer

Aircall; United States; Hybrid; USD 95,000 - 110,000; Full time

Job summary

Aircall is seeking a Technical Support Specialist for the Voice Quality squad. You will investigate and resolve complex telephony issues impacting call quality and reliability.

Work with customers, support teams, and carriers to diagnose routing problems, latency, and audio quality, while collaborating with engineering and product teams to improve the platform. Hybrid in-office requirement included.

Qualifications

• Experience supporting VoIP/UCaaS platforms in a technical role.
• Strong understanding of VoIP concepts including SIP signaling and routing.
• Solid IP networking knowledge (TCP/IP, NAT, VLAN, QoS).
• Experience diagnosing real-time communications issues.
• Excellent written and spoken English.
• Ability to explain complex tech to varied audiences.
• Organized and capable of multi-tasking in a fast-paced setting.
• Customer-focused with strong problem-solving skills.

Responsibilities

• Lead technical troubleshooting sessions with customers on voice-quality issues.
• Translate findings into clear explanations for customers and teams.
• Collaborate with Eng and Product to diagnose platform issues.
• Work with telecom carriers to investigate routing and service behavior.
• Create and maintain internal troubleshooting docs and playbooks.
• Assist with training frontline support on voice-quality fixes.

Skills

VoIP

SIP

Networking

Troubleshooting

English

Communication

Organisation

Problem solving

Tools

Jira

Confluence

Datadog

Looker

Job description

Aircall is seeking a Technical Support Specialist for the Voice Quality squad. You will investigate and resolve complex telephony issues impacting call quality and reliability.

Work with customers, support teams, and carriers to diagnose routing problems, latency, and audio quality, while collaborating with engineering and product teams to improve the platform. Hybrid in-office requirement included.