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Audian · 1 day ago

VoIP Operations Tier 2 Specialist

Kirkland, WA

Full-time

Hybrid

Entry, Mid Level

$60K/yr - $65K/yr

2+ years exp

Audian, Inc. is a VoIP communications and IT provider focused on delivering high-quality technical support and solutions to businesses. They are seeking a Tier 2 VoIP Specialist to manage escalated support, conduct advanced troubleshooting, and oversee customer-facing technical projects. This role requires strong technical expertise in VoIP systems and effective communication with customers and internal teams.

Telecommunications

Responsibilities

Handle escalated support tickets and calls from Tier 1

Take overflow support calls as needed to maintain service levels

Own complex customer issues end-to-end, including tickets that span multiple days

Provide guidance and feedback to Tier 1 to reduce repeat escalations

Diagnose and resolve advanced VoIP issues, including:

Call failures, drops, and routing issues

One-way or no-audio scenarios

Codec and DTMF problems

Analyze SIP signaling using:

SIP ladder diagrams

Packet captures (PCAPs)

Interpret SIP response codes and call flows to identify root causes

Troubleshoot RTP media paths and call quality issues

Investigate call quality problems such as:

Jitter, latency, packet loss, and choppy audio

Echo and intermittent audio issues

Identify NAT, firewall, and SIP ALG-related problems

Advise customers on QoS and network best practices impacting voice quality

Design and deploy advanced call flows, including:

IVRs and menu logic

Time-of-day and holiday routing

Failover and redundancy call paths

Review and validate customer PBX configurations

Advise customers on best practices for scalable and reliable VoIP deployments

Troubleshoot SMS configuration and delivery issues

Assist with SMS enablement and customer-side troubleshooting

Diagnose CNAM display issues and carrier propagation delays

Support advanced number provisioning and port-related escalations

Open and manage tickets with upstream carriers and vendors

Gather and provide technical evidence (PCAPs, timestamps, call examples)

Communicate carrier findings clearly to customers

Document troubleshooting steps, findings, and resolutions in ticketing systems

Create and maintain internal knowledge base articles and runbooks

Identify recurring issues and recommend improvements to workflows, tooling, or customer onboarding

Qualification

SIP-based VoIP systemsAdvanced VoIP troubleshootingPacket capture analysisCall flowsRouting logicSMSMessaging servicesNetwork-related troubleshootingWiresharkCommunication skills