{"id":2108612,"url":"https://alion.io/job/vocus-voice-engineer","title":"Voice Engineer","company":{"id":50837,"name":"Vocus","domain":"vocus.io","url":"https://alion.io/company/vocus-io","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Dayforce","truth_index":null},"role":"Industrial Engineering","role_family":"Industrial Engineering","seniority":"middle","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Melbourne, Australia"],"countries":["AU"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":57000,"max_usd":125000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":4302},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"ITIL","optional":true},{"name":"Microsoft Teams","optional":true}],"status":"live","first_seen_at":"2026-09-06T14:00:00Z","employer_posted_date":"2026-10-08","last_verified_at":"2026-10-11T22:17:27Z","board_verified":true,"closed_at":null,"days_open":35,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":35},"description":"The Opportunity\nThe Voice Engineer is responsible for the monitoring, operation, maintenance, and support of critical voice infrastructure within the Operational Command Centre.\nThe 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.\nWorking 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.\n*Australian Citizenship is mandatory as part of the criteria for NV1 clearance. You must fit all the criteria be eligible for NV1 clearance.\nWhat you'll be responsible for in the role\nVoice Operations\nMonitor and support voice infrastructure and associated services.\nMaintain service availability, performance, capacity, and resilience.\nMonitor alarms, events, and performance indicators using voice management tools.\nIdentify and escalate service faults, degradation, and operational risks.\nSupport day-to-day operational activities across voice platforms.\nMaintain operational awareness of planned and unplanned service events.\nFault Management and Incident Response\nInvestigate and troubleshoot voice service faults and service issues.\nManage service incidents through to restoration and closure.\nPerform technical analysis to identify root causes and restoration actions.\nEscalate complex issues to senior engineers and specialist support teams.\nSupport major incident management activities during service outages.\nCoordinate technical resources to minimise service disruption and customer impact.\nEnsure incident records and documentation are maintained accurately.\nService Restoration and Service Assurance\nLead restoration activities for customer and service-impacting incidents.\nValidate service recovery and confirm restoration outcomes.\nMonitor voice service performance and service quality metrics.\nIdentify recurring faults and emerging service risks.\nSupport proactive initiatives to improve service reliability and customer experience.\nContribute to performance reporting and operational reviews.\nChange and Maintenance Activities\nSupport implementation of approved voice service changes and maintenance activities.\nReview change impacts and operational requirements.\nParticipate in change execution, validation, and monitoring activities.\nEscalate risks identified during implementation activities.\nSupport maintenance windows and planned outage activities.\nEnsure all changes are documented in accordance with operational processes.\nCustomer and Stakeholder Support\nProvide technical support for customer-affecting incidents and service issues.\nCoordinate with customers, carriers, service providers, and field teams.\nProvide timely updates on incidents, outages, and restoration progress.\nSupport customer communications during service-impacting events.\nBuild effective working relationships with internal and external stakeholders.\nOperational Documentation and Reporting\nMaintain accurate incident, fault, and operational records.\nUpdate operational procedures, runbooks, and technical documentation.\nContribute to post-incident reviews and lessons-learned activities.\nProduce technical reports and operational updates where required.\nEnsure documentation remains accurate and current.\nContinuous Improvement\nContribute to operational improvement initiatives.\nSupport problem management and root cause analysis activities.\nIdentify opportunities to improve service monitoring and operational efficiency.\nAssist with automation and service improvement initiatives.\nParticipate in technical training and knowledge-sharing activities.\nKey Accountabilities\nAvailability and performance of voice services.\nTimely identification, escalation, and resolution of service incidents.\nEffective service restoration and customer impact mitigation.\nCompliance with operational KPIs, SLAs, and support processes.\nAccurate operational reporting and documentation.\nSuccessful execution of change and maintenance activities.\nPositive customer and stakeholder outcomes.\nCompliance with security, safety, and regulatory requirements.\nMaintenance of voice service operational stability and resilience.\n\nWhat you'll bring to the role\nEssential\n3+ years' experience in Voice Operations, Service Assurance, Voice Engineering, or Telecommunications Support environments.\nExperience supporting enterprise or carrier-grade voice services.\nExperience troubleshooting voice service incidents in production environments.\nUnderstanding of SIP, VoIP, PSTN, and voice technologies.\nExperience working within a 24x7 operational support environment.\nExperience using voice monitoring and fault management systems.\nStrong customer service and stakeholder communication skills.\nDesirable\nExperience within carrier, wholesale, managed services, or critical infrastructure environments.\nExperience supporting SIP trunking, hosted voice, or unified communications services.\nExperience supporting Government, Defence, or Emergency Services communications environments.\nExperience coordinating vendor and carrier escalations.\nExperience with voice service monitoring and analytics platforms.\nQualifications\nEssential\nDegree, Diploma, or equivalent industry experience in Information Technology, Telecommunications, Engineering, or a related discipline.\nDesirable\nMicrosoft Teams Voice, Cisco Collaboration, or equivalent certification.\nSIP School, VoIP, or voice networking certification.\nITIL Foundation Certification.\nVendor-specific voice or unified communications certifications.","description_format":"text","description_chars":5916,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Sales Enablement","Email Marketing"],"lifecycle":[{"event":"open","at":"2026-10-08T21:23:14Z"}],"visa":[],"liveness":{"score":23,"band":"cold","label":"Long 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