Voice Engineer

The Opportunity

The Voice Engineer is responsible for the monitoring, operation, maintenance, and support of critical voice infrastructure within the Operational Command Centre.

The role ensures the availability, performance, resilience, and operational integrity of voice services through proactive service monitoring, incident management, fault diagnosis, service restoration, and change support activities. Operating within a 24x7 environment, the Voice Engineer plays a key role in maintaining customer connectivity, minimizing service impact, and supporting the delivery of reliable telecommunications and voice services.

Working closely with Engineering, Customer Operations, Service Delivery, Carriers, Vendors, and Field Services teams, the Voice Engineer supports operational excellence and service reliability across critical voice environments.

*Australian Citizenship is mandatory as part of the criteria for NV1 clearance. You must fit all the criteria be eligible for NV1 clearance.

What you'll be responsible for in the role

Voice Operations

• Monitor and support voice infrastructure and associated services.
• Maintain service availability, performance, capacity, and resilience.
• Monitor alarms, events, and performance indicators using voice management tools.
• Identify and escalate service faults, degradation, and operational risks.
• Support day-to-day operational activities across voice platforms.
• Maintain operational awareness of planned and unplanned service events.

Fault Management and Incident Response

• Investigate and troubleshoot voice service faults and service issues.
• Manage service incidents through to restoration and closure.
• Perform technical analysis to identify root causes and restoration actions.
• Escalate complex issues to senior engineers and specialist support teams.
• Support major incident management activities during service outages.
• Coordinate technical resources to minimise service disruption and customer impact.
• Ensure incident records and documentation are maintained accurately.

Service Restoration and Service Assurance

• Lead restoration activities for customer and service-impacting incidents.
• Validate service recovery and confirm restoration outcomes.
• Monitor voice service performance and service quality metrics.
• Identify recurring faults and emerging service risks.
• Support proactive initiatives to improve service reliability and customer experience.
• Contribute to performance reporting and operational reviews.

Change and Maintenance Activities

• Support implementation of approved voice service changes and maintenance activities.
• Review change impacts and operational requirements.
• Participate in change execution, validation, and monitoring activities.
• Escalate risks identified during implementation activities.
• Support maintenance windows and planned outage activities.
• Ensure all changes are documented in accordance with operational processes.

Customer and Stakeholder Support

• Provide technical support for customer-affecting incidents and service issues.
• Coordinate with customers, carriers, service providers, and field teams.
• Provide timely updates on incidents, outages, and restoration progress.
• Support customer communications during service-impacting events.
• Build effective working relationships with internal and external stakeholders.

Operational Documentation and Reporting

• Maintain accurate incident, fault, and operational records.
• Update operational procedures, runbooks, and technical documentation.
• Contribute to post-incident reviews and lessons-learned activities.
• Produce technical reports and operational updates where required.
• Ensure documentation remains accurate and current.

Continuous Improvement

• Contribute to operational improvement initiatives.
• Support problem management and root cause analysis activities.
• Identify opportunities to improve service monitoring and operational efficiency.
• Assist with automation and service improvement initiatives.
• Participate in technical training and knowledge-sharing activities.

Key Accountabilities

• Availability and performance of voice services.
• Timely identification, escalation, and resolution of service incidents.
• Effective service restoration and customer impact mitigation.
• Compliance with operational KPIs, SLAs, and support processes.
• Accurate operational reporting and documentation.
• Successful execution of change and maintenance activities.
• Positive customer and stakeholder outcomes.
• Compliance with security, safety, and regulatory requirements.
• Maintenance of voice service operational stability and resilience.

What you'll bring to the role

Essential

• 3+ years' experience in Voice Operations, Service Assurance, Voice Engineering, or Telecommunications Support environments.
• Experience supporting enterprise or carrier-grade voice services.
• Experience troubleshooting voice service incidents in production environments.
• Understanding of SIP, VoIP, PSTN, and voice technologies.
• Experience working within a 24x7 operational support environment.
• Experience using voice monitoring and fault management systems.
• Strong customer service and stakeholder communication skills.

Desirable

• Experience within carrier, wholesale, managed services, or critical infrastructure environments.
• Experience supporting SIP trunking, hosted voice, or unified communications services.
• Experience supporting Government, Defence, or Emergency Services communications environments.
• Experience coordinating vendor and carrier escalations.
• Experience with voice service monitoring and analytics platforms.

Qualifications

Essential

• Degree, Diploma, or equivalent industry experience in Information Technology, Telecommunications, Engineering, or a related discipline.

Desirable

• Microsoft Teams Voice, Cisco Collaboration, or equivalent certification.
• SIP School, VoIP, or voice networking certification.
• ITIL Foundation Certification.
• Vendor-specific voice or unified communications certifications.