Job Summary: We are looking for a technically strong and detail-oriented VoIP Support Engineer to join our IT/Telecom operations team. This role involves supporting and optimizing our VoIP and Unified Communications systems, including SIP trunking, IP phones, UCaaS platforms, and cloud telephony services. The ideal candidate will bring hands-on experience with voice infrastructure, SIP routing, and multi-carrier environments, ensuring seamless voice communication for internal users and external clients. Role & responsibilities Provide support and troubleshooting for VoIP systems, UCaaS platforms, and related network infrastructure. Provide support and troubleshooting of customers issues related to Call routing, IP Phone provisioning, Contact Center solutions, Fax, etc. Work with telecom carriers and aggregators for number provisioning, porting, failover setup, and escalation. Configure, provision, and maintain IP phones (e.g., Polycom, Yealink, Cisco) and softphone applications. Experience of UCaaS and cloud telephony environments. Handle number plans, dial plans, call routing logic, and emergency call configurations across platforms. Perform advanced troubleshooting using SIP traces, syslogs, packet captures, and carrier diagnostic tools. Optimize call flow and routing in multi-region deployments and hybrid UCaaS/on-prem setups. Assist with cloud telephony integrations (e.g., CRM, help desk, IVRs, contact center solutions). Collaborate with network and security teams to ensure VoIP QoS, VLAN tagging, NAT traversal, and firewall configurations. Maintain documentation of SIP trunks, DID inventories, call flows, and carrier contact/escalation procedures. Maintain and troubleshoot integrations with third-party tools (e.g., billing systems, CRM integrations, fax, SMS). Preferred candidate profile Bachelors degree in computer science, Information Technology, or equivalent practical experience. 5+ years of experience in VoIP support or telecom systems engineering roles. Strong hands-on knowledge of SIP protocol, SIP trunking setup, and troubleshooting. Experience working with telecom carriers, SIP trunk providers, and carrier aggregators. Familiarity with DID provisioning, porting processes, E911 configuration, and regulatory compliance (e.g., STIR/SHAKEN). Proficient in analyzing SIP/RTP flows using tools like Wireshark or sngrep. Practical experience with cloud telephony systems or hosted PBX platforms. Knowledge of VoIP QoS principles, NAT traversal, firewall rules, and VLANs. Experience managing IP phones and softphones in enterprise environments. Preferred Qualifications Certifications such as SIP School Certified Associate (SSCA), CCNA Collaboration, or Microsoft Teams Voice Engineer. Hands-on experience with voice gateways, SBCs, or cloud PBX systems. Familiarity with call analytics platforms and VoIP monitoring tools. Experience with hybrid deployments (on-prem PBX + UCaaS), and telephony API platforms Soft Skills Strong communication skills. Excellent organizational skills with attention to detail and documentation. Problem-solver with a proactive, customer-first mindset. Ability to manage multiple tasks, priorities, and deadlines in a dynamic environment.
Role: OSS/BSS Project Manager Client: Ooma, headquartered in California, delivers innovative VoIP and cloud communication services to homes, small businesses, and enterprises. About the Role Ooma is modernizing its OSS (Operational Support Systems) and BSS (Business Support Systems) to ensure scalability, compliance, and customer experience excellence across its enterprise and consumer product portfolio. These systems are at the heart of our service delivery, billing, and operations and they require disciplined program execution to meet both regulatory and customer-driven commitments. We are seeking a Project Manager who can provide structured oversight to OSS/BSS initiatives such as billing modernization (Billing V2, FiServ, BlueLogix migration), compliance-driven improvements (SOC2, SOX, PCI), customer onboarding flows, and cross-system integrations. The role requires someone highly organized, technically curious, and comfortable balancing multiple stakeholders across engineering, operations, finance, QA, and compliance. Key Responsibilities: Project Execution & Governance Drive end-to-end delivery of OSS/BSS projects (billing, provisioning, identity, compliance workflows, data pipelines). Translate business requirements (finance, product, compliance, operations) into clear technical and operational deliverables. Build and maintain structured project plans, schedules, and dependencies Cross-Functional Leadership: Coordinate between engineering, QA, finance, compliance, operations, and external partners/vendors. Manage upstream/downstream dependencies across multiple systems (Kazoo, OSS platforms, billing engines, Office/Mobile apps). Run effective meetings, ensuring clear action items, ownership, and follow-through. Risk & Compliance Management: Identify and mitigate risks proactively (delays, QA gaps, vendor issues, compliance exposure). Ensure alignment with SOX, SOC2, PCI, and other audit requirements for OSS/BSS systems. Support internal and external audits by providing structured documentation and traceability . Reporting & Communication: Deliver consistent project status updates for stakeholders and executive leadership. Build reporting dashboards and trackers using Excel and project management tools (Jira, Smartsheet, Confluence, etc.). Maintain transparency across teams to reduce silos and miscommunication. Continuous Improvement: Support postmortems for OSS/BSS-related outages or failures, ensuring learnings are embedded into future execution. Recommend process improvements to streamline development, testing, and deployment. Champion best practices in program management, documentation, and operational readiness. Nice-to-Have: Background in telecom OSS/BSS platforms (Kazoo, Zuora, BlueLogix, FiServ, or similar). Experience supporting financial reporting, compliance audits, or regulatory-driven projects. Familiarity with cloud infrastructure, data pipelines, or system migrations. Understanding of customer onboarding and partner-facing workflows.
Role: Deployment & Reliability Program Manager Client: Ooma, headquartered in California, delivers innovative VoIP and cloud communication services to homes, small businesses, and enterprises. About the Role: Ooma operates critical communication services where reliability, compliance, and flawless execution are non-negotiable. To strengthen our operational discipline, we are seeking a Production Deployment & Reliability Program Manager to lead production rollouts, redundancy reviews, deployment scheduling, and outage analysis across Oomas platforms (AirDial, OSS/BSS, Kazoo, Qubicle, and related services). This role is central to ensuring that releases are predictable, outages are deeply analyzed, and architectures are reviewed for resiliency. The ideal candidate thrives on detail, is comfortable bridging technical and operational discussions, and brings a structured approach to preventing repeat incidents while enabling faster, safer deployments. Key Responsibilities: Deployment Governance & Scheduling: Own and maintain a master production deployment calendar across products and infrastructure. Coordinate with engineering, QA, operations, and vendors to align deployment timelines and reduce risk of conflicts. Enforce go/no-go processes, rollback strategies, and validation steps for major rollouts. Outage Analysis & Postmortems: Lead structured incident and outage reviews, ensuring root causes are identified and tracked to closure. Map systemic issues (e.g., node flapping, RAFT instability, vendor dependencies) into actionable remediations. Drive accountability across engineering, QA, and vendors to prevent recurrence. Redundancy & Architecture Reviews: Partner with engineering and architecture teams to review system redundancy, failover strategies, and resilience gaps. Ensure deployment and infrastructure designs meet high availability and compliance requirements. Recommend improvements in monitoring, automation, and operational readiness. Cross-Functional Alignment: Coordinate across engineering, QA, NetOps, compliance, and external partners for rollout readiness. Communicate risks, dependencies, and remediation plans clearly to both technical and executive stakeholders. Support compliance audits by maintaining documentation of rollout and incident management processes. Continuous Improvement: Develop and enforce playbooks for deployment readiness and outage response. Track metrics on rollout success, rollback frequency, outage recovery times, and postmortem closure rates. Institutionalize best practices in reliability and production governance. Requirements: Proven experience in program/project management focused on production systems, deployments, or reliability. Strong familiarity with outage analysis, incident management, and deployment planning. Ability to grasp technical concepts (redundancy, failover, distributed systems) and translate them into actionable plans. Exceptional organizational and Excel/project management tool skills (Jira, Smartsheet, Confluence, etc.). Excellent communication skills in English, able to brief executives and coordinate across technical teams. Highly detail-oriented, disciplined, and proactive in managing risk. Comfortable working across global teams with overlap to US West Coast time zones. Nice-to-Have: Background in telecom, cloud infrastructure, or distributed systems. Experience with Azure/AWS/GCP environments, Kubernetes, or container-based deployments. Familiarity with redundancy architectures (multi-region, multi-carrier, high availability design). Exposure to compliance-heavy environments (SOC2, SOX, PCI, FCC).