Lead Operations Engineer

Lead Operations Engineer – Voice Access Services - Operations Support and Technology

As the Lead Operations Engineer on the Ops Support and Technology team, you will report directly to the Manager of Operations Support. Your primary focus will be troubleshooting complex voice service issues, maintaining application configurations, and supporting the tools and systems that deliver reliable VoIP solutions. This role requires hands-on expertise with customer interface devices, SIP call flows, and VoIP application settings across multiple platforms.

In addition, you will support operational excellence by identifying and implementing necessary changes to applications and access equipment that enable scalable, next-generation customer solutions. This role plays a key part in ensuring the ongoing reliability of Brightspeed’s VoIP service platform and will work closely with Voice Architecture to align operations support with forward-looking voice strategy.

Your responsibilities will include:

• Troubleshoot and resolve SIP/VoIP call failures by analyzing SIP ladder diagrams and protocol parameters
• Investigate and resolve routing/service logic issues on Ribbon C20, PSX, Application Server platforms
• Provide hands-on support and analysis of Ribbon SBCs to ensure call path integrity
• Collaborate with internal teams to address IP network-related problems, including routing and switching issues impacting voice services
• Leverage Linux-based tools and CLI for diagnostics and system-level troubleshooting
• Interface APIs (SOAP, JSON, XML, JAVA) for integration and automation support processes
• Assist in identifying issues related to legacy TDM switches and SS7 interworking, as applicable
• Assist with process documentation and training