[Remote] VoIP Support Engineer

The Job:

At Convoso, we're reshaping the future of lead-generation contact centers. Our mission is to revolutionize the call center industry by empowering agents to convert leads faster with the highest quality voice and messaging experience possible. That's where you come in.

We are looking for a VoIP Support Engineer to join our QoS & Carrier Solutions team. This role is responsible for safeguarding Voice & SMS Quality of Service, leading carrier-related initiatives, and owning long-term systems engineering projects. You will serve as a technical escalation point, mentor junior engineers, drive process and tooling improvements, and partner across the organization to ensure the stability and scale of our carrier ecosystem.

Day to day tasks include: completing daily reports & traffic analysis, investigating inquiries from our carrier group, assisting on carrier-related escalations from support, assisting internal departments on all carrier related matters. Long-term projects currently assigned to us include: engineering a global QoS probe, launching our new routing and rating platform, capacity planning and reporting automation

Stepping into this very challenging role will mean stepping into a dynamic environment. There'll be a steep learning curve, but we believe the future belongs to those who build it. Therefore, success for you would mean reaching your full potential in a short period of time, while doing whatever it takes to get up to speed. Success would mean having a strong ability to manage multiple projects with competing deadlines.

What You'll Be Doing:

• Serve as Tier-1/2 escalation owner for carrier-related voice and SMS issues
• Lead technical engagement with carrier partners to resolve complex issues
• Own long-term engineering projects (e.g., QoS probe rollout, routing platform migration, capacity planning automation)
• Design and improve tooling, alerting, and metrics for QoS and carrier connectivity
• Perform advanced VoIP analysis using PCAPs, packet traces, and network forensics
• Work hands-on with Asterisk, OpenSIPS, SBCs, and SIP routing infrastructure
• Troubleshoot WebRTC / RTP / SIP signaling end-to-end
• Onboard, offboard, and evaluate carriers; shape routing/policy decisions
• Mentor and coach junior engineers on VoIP analysis and carrier protocols
• Partner with Support, NOC, Engineering, Product, and Leadership on voice strategy
• Recommend architecture and configuration improvements across Convoso's voice stack consisting of Asterisk and OpenSIPs servers

Who You Are:

• 5–7+ years in VoIP/Carrier Engineering or Support roles
• Deep knowledge of SIP/RTP/VOIP protocols, call routing, NAT traversal, SBC behavior, and voice network architecture
• Expert in packet-level debugging (Wireshark, VoIP Monitor, Homer/HEP, etc.)
• Proven experience with carrier integrations, QoS remediation, and escalation handling
• Strong Linux systems proficiency and experience with Asterisk and/or OpenSIPS
• Experience designing QoS monitoring, alerting, and automated diagnostics
• Working knowledge of SMS routing, DLRs, throughput constraints, and carrier configs
• Strong communicator able to translate deep technical issues into business decisions
• Comfortable leading projects and mentoring others in a fast-paced environment

Work Perks Worth The Hype:

• Competitive compensation package
• 100% covered premiums (Medical, Dental, Basic Life, LTD)
• Affordable Vision & FSA options
• PTO, Sick Time, Holidays, Bereavement, Parental Leave
• Your birthday off
• Monthly food & beverage credits
• Leadership Development Program
• Company outings & team events
• Paid departmental training
• Apple laptop (most roles)
• A team of highly skilled, collaborative, and kind colleagues