TL;DR

Lead Operations Engineer (VoIP): Troubleshooting complex voice service issues and maintaining application configurations for reliable VoIP solutions with an accent on SIP call flows and VoIP application settings across multiple platforms. Focus on ensuring call path integrity using Ribbon SBCs and resolving routing/service logic issues.

Location: Works From Home, Charlotte, NC

Company

Brightspeed provides fast, reliable internet connections and customer experience in twenty states throughout the Midwest and South.

What you will do

  • Troubleshoot and resolve SIP/VoIP call failures by analyzing SIP ladder diagrams and protocol parameters.
  • Investigate and resolve routing/service logic issues on Ribbon C20, PSX, Application Server platforms.
  • Provide hands-on support and analysis of Ribbon SBCs to ensure call path integrity.
  • Collaborate with internal teams to address IP network-related problems, including routing and switching issues impacting voice services.
  • Interface APIs (SOAP, JSON, XML, JAVA) for integration and automation support processes.
  • Assist in identifying issues related to legacy TDM switches and SS7 interworking, as applicable.

Requirements

  • Minimum 5 years of direct experience supporting SIP and VoIP technologies.
  • Proficiency in reading and interpreting SIP ladder diagrams and session parameters.
  • Strong knowledge of IP networking fundamentals (routing/switching).
  • Hands-on experience with Ribbon SBC platforms.
  • Working knowledge of Ribbon voice infrastructure including C20, PSX, and Application Server.
  • Experience with Linux OS (preferred).
  • Familiarity with APIs (SOAP, JAVA, JSON, XML).

Nice to have

  • Experience working in a 24/7 network operations or support environment.
  • Experience supporting number portability (LNP), CNAM, or LIDB systems.
  • Working knowledge of Ribbon Analytics or other voice analytics platforms.
  • Familiarity with telecom regulatory requirements (e.g., STIR/SHAKEN, CALEA).
  • Experience automating support workflows using Python, Ansible, or shell scripting.

Culture & Benefits

  • Recognized as a Top Workplace by the Charlotte Observer.
  • Brightspeed recognizes the value of finding the best talent for the job, wherever they may be.
  • Brightspeed offers a comprehensive benefit program, including competitive medical, dental, vision, and life insurance; an employee assistance program; a 401K plan with company match and a host of voluntary benefits.
  • Inclusion and belonging are at the center of our grounding belief in Being Real.