Voice Operations Engineer

ServiceTitan is a company that provides a platform for home service contractors to communicate seamlessly with their customers. As a Voice Operations Engineer, you will be responsible for the reliability, performance, and evolution of the VoIP and telephony infrastructure, ensuring high availability and scalability. This role involves modernizing the voice stack, driving automation, and collaborating with cross-functional teams to enhance the telephony platform.

Responsibilities:

• Own the day-to-day health of ServiceTitan’s VoIP infrastructure across geographically redundant US data centers, including SBCs, SIP trunking, and media gateways
• Design and implement capacity planning strategies to support growth in call volume and new product launches
• Develop and maintain SLA dashboards, runbooks, and automated alerting to ensure rapid detection and resolution of service-impacting events
• Perform interoperability testing when onboarding new telecom solutions, hardware, or carrier integrations to ensure compatibility with the existing platform
• Serve as the senior escalation point for complex voice quality and call-routing issues, analyzing SIP/RTP packet captures with tools like Wireshark, Homer, and vendor-specific diagnostics
• Lead post-incident reviews and drive root-cause analysis to prevent recurrence
• Collaborate with customer support teams to resolve voice-related customer escalations, providing deep technical analysis and timely resolution
• Participate in a team on-call rotation providing 24/7 support for critical production voice services
• Build and maintain automation (Python, Bash, or Go) for provisioning, monitoring, configuration management, and routine maintenance tasks
• Contribute to internal tooling and APIs that enable self-service for carrier management, number porting, and call-routing configuration
• Integrate telephony data into centralized observability platforms (e.g., Grafana, Datadog, ELK)
• Coordinate with Tier 1 carriers for circuit provisioning, outage resolution, and optimal call-routing strategies
• Evaluate and onboard new carriers and SIP providers to improve quality, redundancy, and cost efficiency
• Manage number inventory and porting workflows across multiple carriers
• Oversee e911 configurations and ensure compliance with applicable federal and state regulations
• Implement and maintain toll-fraud detection, SIP security policies, and network access controls
• Support SOC 2 and other audit requirements related to voice infrastructure
• Partner with software engineering teams to advise on hardware device configuration, telephony protocols, and voice platform capabilities
• Provide technical guidance and documentation to enable product and engineering teams to build on top of the voice platform effectively

Requirements:

• Experience: 5+ years supporting SIP-based VoIP environments in an enterprise, SaaS, or service-provider setting
• Protocols: Expert-level understanding of SIP, RTP, SRTP, WebRTC, and ENUM
• Linux: Strong proficiency in Linux administration (Ubuntu/CentOS/RHEL) in production environments
• Networking: Solid grasp of IP networking (TCP/UDP, DNS, TLS, load balancing, VLANs, subnetting, firewalls, NAT traversal) and how it impacts voice quality and reliability
• Scripting: Comfortable writing automation in Python, Bash, or Go
• Communication: Ability to clearly explain complex technical issues to both engineering peers and non-technical stakeholders
• Experience with Kamailio, FreeSWITCH, Oracle/Ribbon SBCs, or similar open-source/commercial SIP platforms
• Familiarity with containerized environments (Docker, Kubernetes) and infrastructure-as-code (Terraform, Ansible)
• Experience building or consuming observability stacks (Grafana, Prometheus, ELK, Datadog)
• Background in number portability, CNAM/STIR-SHAKEN, or telecom regulatory compliance
• Experience with PBX and IVR routing concepts in an enterprise or hosted environment
• Bachelor's degree in Computer Science, Network Engineering, or a related field (or equivalent professional experience)