Manager, Voice Operations & Infrastructure

We are looking for an experienced Core Voice Manager to lead a world-class team responsible for maintaining and evolving our enterprise voice infrastructure. This role involves overseeing global operations, managing on-call support rotations, and ensuring exceptional call quality and reliability across all voice platforms. This position is ideal for a professional who thrives at the intersection of voice technology, operations, and innovation.

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  Lead and mentor a global voice operations team focused on reliability, performance, and scalability

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  Manage daily operations, including incident response and on-call coordination

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  Configure, maintain, and troubleshoot SBCs, policy servers, and other voice infrastructure components

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  Analyze SIP signaling and call flows to identify issues and implement fixes

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  Collaborate with cross-functional partners (Network, Cloud, Security, Engineering) to deliver end-to-end voice solutions

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  Partner with vendors like Ribbon for advanced troubleshooting, upgrades, and platform enhancements

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  Strengthen our voice systems with automation, monitoring, and proactive performance improvements

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  Ensure all systems align with cloud and enterprise security best practices

• 7+ years of strong technical experience (ideally managing large-scale voice operations or DevOps teams)

• 4+ years of experience managing engineering teams

• Knowledge of SIP stack, call flows, and voice troubleshooting

• Hands-on experience with SBCs and policy servers—strong preference for Ribbon platform experience

• Proven background in on-call operations and incident management

• Solid understanding of AWS cloud platform

• Familiarity with voice security practices and compliance frameworks

• Experience automating voice operations or implementing CI/CD pipelines

• Familiarity with observability tools (Grafana)

Vonage is a global cloud communications leader. And your talent will further help brands - such as Airbnb, Viber, WhatsApp, and Snapchat - accelerate their digital transformation through our fully programmable-based unified communications, contact center solutions, and communications APIs. Ready to innovate? Then join us today.

Note: The purpose of this profile is to provide a general summary of essential responsibilities for the position and is not meant as an exhaustive list. Assignments may differ for individuals within the same role based on business conditions, departmental need or geographic location.