Job Description

• India Remote

See yourself at Twilio

Join the team as Twilio’s next Voice Operations Engineer.

Who We Are & Why We’re Hiring

Twilio powers real-time business communications and data solutions that help companies and developers worldwide build better applications and customer experiences.

Although we're headquartered in San Francisco, we have presence throughout South America, Europe, Asia and Australia. We're on a journey to becoming a global company that actively opposes racism and all forms of oppression and bias. At Twilio, we support diversity, equity & inclusion wherever we do business.

About The Job

We’re looking for a talented engineer to help maintain Twilio’s carrier connectivity globally. The Voice Operations team is responsible for overall architecture and day to day interfacing with all of Twilio’s Voice suppliers. We are a small but agile global team of connectivity experts, and you would have the opportunity to work with our partners from all over the world.

Responsibilities

In this role, you’ll:

• Work with Twilio’s carrier partners and handle Voice escalations
• Diagnose, troubleshoot and resolve service issues related to VoIP telephony
• Manage Voice carrier capacity and monitoring
• Handle Voice traffic maintenance and migrations
• Develop and maintain operational processes
• Maintain accurate and easy to follow internal documentation
• Be part of a small global team and participate in the on-call rotation
   

Qualifications

Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, and we encourage everyone who meets the required qualifications to apply. While having “desired” qualifications make for a strong candidate, we encourage applicants with alternative experiences to also apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!

Required

• Strong telecom experience working with VoIP, SIP, RTP, SRTP or other voice telephony protocols
• Experience with Wireshark and packet analysis
• Experience working with telecom carriers
• Experience handling escalations and driving root cause analysis
• Good understanding of Voice routing best practices
• Ability to work independently and as part of a team
• Participation in the on-call rotation
• Excellent verbal and written English, more languages is a plus
• Minimum of three years of relevant work experience

Desired

• Experience with Kibana or Datadog
• Experience with Looker
• Experience working on SBCs like Audiocodes, Ribbon, etc
• Understanding common networking subjects such as VPNs, BGP and MPLS
• Experience writing SQL queries