VoIP Technical Support Engineer

Verizon Communications; Cary (NC); Hybrid; USD 75,000 - 105,000; Full time

Job summary

Verizon Communications in Cary, NC is seeking a skilled VoIP Support Engineer to join our voice repair operations team, providing end-to-end troubleshooting across voice products, IP networks, and signaling protocols.

You’ll dive into packet captures, analyze SIP/RTP call flows, review call records, and collaborate with customers and peers to resolve complex connectivity and call-quality challenges in a hybrid work model.

Qualifications

• Associate's Degree or four or more years of work experience
• Three or more years of work experience as a voice and VoIP support engineer
• Three or more years of experience troubleshooting complex voice and VoIP issues
• Experience with network standard analyzers such as Wireshark and SIP ladder diagrams
• Experience working on the phone directly with customers to understand the issues and provide updates on the resolution

Responsibilities

• End-to-end trouble isolation and repair for customers voice products experiencing complex issues across CPE, LAN, WAN and PSTN networks
• Troubleshoot issues related to quality, completion, routing, interoperability and connectivity across local, long distance, and IP networks.
• Troubleshoot different layers in the OSI model.
• Working with customers to troubleshoot and provide assistance while working with other network and application teams
• Understand and leverage network topologies and workflows.
• Work with SS7 signaling and strong foundations of SIP/RTP messaging and call flows.
• Engage with general router functionality such as router (Adtran , Cisco) configurations, troubleshooting commands, etc.
• Reviewing Call records using a variety of tools.
• Keep up-to-date with technology changes and continually expand knowledge and skill sets.

Skills

SIP/RTP

Wireshark

Troubleshooting

Customer communication

Network protocols

Education

Associate's Degree

Bachelor's Degree

Tools

Adtran

Cisco

Netscout

Job description

Apply prior to the end date: August 28, 2026

When you join Verizon

You want more out of a career. A place to share your ideas freely — even if they’re daring or different. Where the true you can learn, grow, and thrive. At Verizon, we power and empower how people live, work and play by connecting them to what brings them joy. We do what we love — driving innovation, creativity, and impact in the world. Our V Team is a community of people who anticipate, lead, and believe that listening is where learning begins. In crisis and in celebration, we come together — lifting our communities and building trust in how we show up, everywhere & always. Want in? Join the #VTeamLife.

What you’ll be doing...

Are you a master at untangling complex voice network puzzles?We are looking for a skilled VoIP Support Engineer to join our voice repair operations team. In this role, you’ll serve as an expert for end-to-end troubleshooting across voice products, IP networks, and signaling protocols. If you thrive on diving deep into packet captures, analyzing SIP and TDM call flows, and collaborating directly with customers and peers to solve high-stakes connectivity and call quality challenges, we want you on our team.

End-to-end trouble isolation and repair for customers voice products experiencing complex issues across CPE, LAN, WAN and PSTN networks

Troubleshoot issues related to quality, completion, routing, interoperability and connectivity across local, long distance, and IP networks.

Troubleshoot different layers in the OSI model.

Working with customers to troubleshoot and provide assistance while working with other network and application teams

Understand and leverage network topologies and workflows.

Work with SS7 signaling and strong foundations of SIP/RTP messaging and call flows.

Engage with general router functionality such as router (Adtran , Cisco) configurations, troubleshooting commands, etc.

Reviewing Call records using a variety of tools.

Keep up-to-date with technology changes and continually expand knowledge and skill sets.

Where you'll be working...

In this hybrid role, you'll work three days in the Cary, North Carolina office as assigned by your leader and two days from home

You'll need to have...

Associate's Degree or four or more years of work experience

Three or more years of work experience as a voice and VoIP support engineer

Three or more years of experience troubleshooting complex voice and VoIP issues

Experience with network standard analyzers such as Wireshark and SIP ladder diagrams.

Experience working on the phone directly with customers to understand the issues and provide updates on the resolution

Even better if you also have...

Bachelor's Degree

Voice or Network certification (including or similar to CCNA, SSCA, SSVP and/or CCNP Collaboration)

Strong communication skills and ability to interact with different types of stakeholders

Experience analyzing Call Detail Records (CDRs) and Voice Quality metrics (MOS, jitter, packet loss, latency) to proactively identify trend patterns.

Ability to translate highly technical network jargon into clear, actionable updates for non-technical clients and business stakeholders.

Proficiency in network capture analysis tools to analyze packet-level detail and ladder diagrams. with Wireshark or Netscout

Ability to seamlessly partner with multiple internal and external stakeholders to resolve complex issues and outages.

Ability to prioritize and multi-task independently.

If Verizon and this role sound like a fit for you, we encourage you to apply even if you don’t meet every “even better” qualification listed above.

Where you’ll be working

In this hybrid role, you'll have a defined work location that includes working from home and a minimum of three days per week in the office, which will be set by your manager. Employees are responsible for maintaining compliance with hybrid work policies.

When you join Verizon

You want more out of a career. A place to share your ideas freely — even if they’re daring or different. Where the true you can learn, grow, and thrive. At Verizon, we power and empower how people live, work and play by connecting them to what brings them joy. We do what we love — driving innovation, creativity, and impact in the world. Our V Team is a community of people who anticipate, lead, and believe that listening is where learning begins. In crisis and in celebration, we come together — lifting our communities and building trust in how we show up, everywhere & always. Want in? Join the #VTeamLife.

What you’ll be doing...

Are you a master at untangling complex voice network puzzles?We are looking for a skilled VoIP Support Engineer to join our voice repair operations team. In this role, you’ll serve as an expert for end-to-end troubleshooting across voice products, IP networks, and signaling protocols. If you thrive on diving deep into packet captures, analyzing SIP and TDM call flows, and collaborating directly with customers and peers to solve high-stakes connectivity and call quality challenges, we want you on our team.

• End-to-end trouble isolation and repair for customers voice products experiencing complex issues across CPE, LAN, WAN and PSTN networks

• Troubleshoot issues related to quality, completion, routing, interoperability and connectivity across local, long distance, and IP networks.

• Troubleshoot different layers in the OSI model.

• Working with customers to troubleshoot and provide assistance while working with other network and application teams

• Understand and leverage network topologies and workflows.

• Work with SS7 signaling and strong foundations of SIP/RTP messaging and call flows.

• Engage with general router functionality such as router (Adtran , Cisco) configurations, troubleshooting commands, etc.

• Reviewing Call records using a variety of tools.

• Keep up-to-date with technology changes and continually expand knowledge and skill sets.

Where you'll be working...

In this hybrid role, you'll work three days in the Cary, North Carolina office as assigned by your leader and two days from home

You'll need to have...

• Associate's Degree or four or more years of work experience

• Three or more years of work experience as a voice and VoIP support engineer

• Three or more years of experience troubleshooting complex voice and VoIP issues

• Experience with network standard analyzers such as Wireshark and SIP ladder diagrams.

• Experience working on the phone directly with customers to understand the issues and provide updates on the resolution

Even better if you also have...

• Bachelor's Degree

• Voice or Network certification (including or similar to CCNA, SSCA, SSVP and/or CCNP Collaboration)

• Strong communication skills and ability to interact with different types of stakeholders

• Experience analyzing Call Detail Records (CDRs) and Voice Quality metrics (MOS, jitter, packet loss, latency) to proactively identify trend patterns.

• Ability to translate highly technical network jargon into clear, actionable updates for non-technical clients and business stakeholders.

• Proficiency in network capture analysis tools to analyze packet-level detail and ladder diagrams. with Wireshark or Netscout

• Ability to seamlessly partner with multiple internal and external stakeholders to resolve complex issues and outages.

• Ability to prioritize and multi-task independently.

If Verizon and this role sound like a fit for you, we encourage you to apply even if you don’t meet every “even better” qualification listed above.

Where you’ll be working

In this hybrid role, you'll have a defined work location that includes working from home and a minimum of three days per week in the office, which will be set by your manager. Employees are responsible for maintaining compliance with hybrid work policies.

Scheduled Weekly Hours

40

Equal Employment Opportunity

Verizon is an equal opportunity employer. We evaluate qualified applicants without regard to veteran status, disability or other legally protected characteristics.

Benefits and Compensation

Our benefits are designed to help you move forward in your career, and in areas of your life outside of Verizon. From health and wellness benefit options including: medical, dental, vision, short and long term disability, basic life insurance, supplemental life insurance, AD&D insurance, identity theft protection, pet insurance and group home & auto insurance. We also offer a matched 401(k) savings plan, up to 8 company paid holidays per year and up to 6 personal days per year, paid parental leave, adoption assistance and tuition assistance, plus other incentives, we’ve got you covered with our award-winning total rewards package. Depending on the role, employees have the opportunity to receive compensation in the form of premium pay such as overtime, shift differential, holiday pay, allowances, etc. Newly hired employees receive up to 15 days of vacation per year, which grows with additional service. For part-timers, your coverage will vary as you may be eligible for some of these benefits depending on your individual circumstances.

The salary will vary depending on your location and confirmed job-related skills and experience. This is an incentive based position with the potential to earn more. For part-time roles, your compensation will be adjusted to reflect your hours.

Even if you’re not a V Teamer (yet), we’d love to keep you in the loop. We can’t help it—connection is kind of our thing. So be sure to sign up to become part of our network.