Product & Voice Ops - Support Engineer - GammaLabs

Role overview

Responsibilities

• Provide specialist technical support across voice, UCaaS, CCaaS and networking; lead problem management, root-cause analysis and lasting fixes.
• Develop diagnostics and automation; improve logging, monitoring and alerting to detect issues early and increase availability.
• Lead incident response, assess and resolve critical issues, and test functionality, performance and fixes.
• Lead infrastructure projects across the Gamma network; support bespoke voice and UCaaS solutions and maintain documentation.
• Develop quality standards and operational processes; coach colleagues, lead workshops and share best practice.
• Apply DevOps principles and collaborate with internal teams, vendors and open-source communities to resolve challenges.

Required qualifications and experience

• Proven experience troubleshooting and delivering technical solutions across voice, UCaaS and networking environments.
• In-depth telecommunications core network architecture knowledge and strong knowledge of SIP, VoIP and networking.
• Experience implementing and deploying infrastructure solutions; strong root-cause problem-solving ability.
• Confidence making technical decisions under pressure and assessing service impact.
• Strong written and verbal communication; collaborative, self-motivated approach and willingness to share knowledge.
• Eligible and willing to undergo future SC vetting; active SC clearance is not required initially.
• Eligible to work in the UK and able to pass a basic DBS check.

Benefits

• 25 days' annual leave plus a birthday day, subsidized private medical insurance and a 5.1% matched pension contribution.
• Enhanced parental leave, life assurance, income protection, share-save and incentive plans.
• Electric vehicle and cycle schemes, employee discounts and a volunteer day.

Work arrangements

• The employer describes a culture of trust, autonomy and flexibility but does not specify a remote, hybrid or onsite arrangement.