VoIP Technical Support Engineer

Verizon; Irving (TX); Hybrid; USD 80,000 - 120,000; Full time

Benefits offered by this job

Healthcare benefits

401(k)

Paid time off

Job summary

Verizon is seeking a VoIP Support Engineer in a hybrid role with a focus on end-to-end troubleshooting across voice products, IP networks, and signaling protocols. You will analyze SIP/RTP call flows, packet captures, and collaborate directly with customers and peers to resolve high-stakes connectivity and call quality issues.

The role requires 3+ years in voice/VoIP support, plus experience with network analyzers; hybrid schedule includes some office presence and remote work.

Qualifications

• Associate's Degree or 4+ years of work experience.
• 3+ years as a voice/VoIP support engineer.
• 3+ years troubleshooting complex voice/VoIP issues.
• Experience with Wireshark and SIP ladder diagrams.
• Experience communicating with customers to provide updates on resolution.

Responsibilities

• End-to-end trouble isolation and repair for customers' voice products across CPE, LAN, WAN and PSTN networks.
• Troubleshoot quality, routing, interoperability, and connectivity across local, long distance, and IP networks.
• Troubleshoot OSI layers.
• Collaborate with customers and other network/application teams.
• Understand and leverage network topologies and workflows.
• Work with SS7 signaling and SIP/RTP signaling.
• Review call records using various tools.
• Keep up-to-date with technology changes and expand knowledge.

Skills

VoIP troubleshooting

Customer interaction

Networking fundamentals

SIP/RTP analysis

Education

Associate's Degree

Tools

Wireshark

Netscout

Job description

United States, Texas, Irving

Oct 05, 2026

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 will 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.

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

Benefits and Compensation

• life insurance
• parental leave
• paid holidays
• long term disability
• tuition assistance
• 401(k)
• medical
• dental
• vision
• short and long term disability
• basic life insurance
• supplemental life insurance
• AD&D insurance
• identity theft protection
• pet insurance
• group home & auto insurance
• matched 401(k) savings plan
• up to 8 company paid holidays per year
• up to 6 personal days per year
• paid parental leave
• adoption assistance
• 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.

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