Operations Engineer - Voice & Messaging

Role & responsibilities

Job Description - Twilio Operations Engineer (Voice & Messaging)

Job Title: Twilio Operations Engineer
Experience: 2-6 Years
Location: ANY Location
Shift: 24/7 Rotational Shifts
Employment Type: Full-Time

Job Summary

We are looking for a proactive and technically skilled Twilio Operations Engineer with 2-6 years of experience in Voice and Messaging Operations. The ideal candidate will be responsible for monitoring, troubleshooting, and supporting Twilio-based communication services, ensuring high availability and operational excellence across voice and messaging platforms.

Strong communication skills and the ability to work in a 24/7 operational environment are essential.

Key Responsibilities

Network Operations

• Monitor production environments and communication platforms using NOC monitoring tools.
• Manage incident lifecycle including identification, troubleshooting, escalation, and resolution.
• Perform proactive monitoring to ensure service availability and performance.
• Coordinate with internal teams and service providers during service outages and critical incidents.
• Prepare incident reports, RCA documentation, and operational updates.

Voice Operations

• Troubleshoot and support Voice over IP (VoIP) services.
• Monitor and analyze SIP signaling and RTP media traffic.
• Work with Session Border Controllers (SBC) for voice routing and troubleshooting.
• Identify and resolve voice quality issues including latency, jitter, packet loss, and call failures.
• Support Twilio Voice services and integrations.

Messaging Operations

• Monitor SMS and MMS traffic across messaging platforms.
• Troubleshoot A2P (Application-to-Person) and P2P (Person-to-Person) messaging issues.
• Support SMSC (Short Message Service Center) connectivity and message delivery troubleshooting.
• Work with SMPP protocols for SMS integrations and messaging operations.
• Analyze message delivery reports and resolve delivery failures.

Required Skills

Network Operations

• Incident Management
• Monitoring & Alert Management
• NOC Operations
• Troubleshooting

Voice Technologies

• VoIP (Voice over IP)
• SIP (Session Initiation Protocol)
• RTP (Real-Time Transport Protocol)
• SBC (Session Border Controller)

Messaging Technologies

• SMS / MMS
• A2P Messaging
• P2P Messaging
• SMSC (Short Message Service Center)
• SMPP Protocol

Preferred Qualifications

• Experience supporting Twilio Voice and Messaging platforms.
• Understanding of telecom and carrier networks.
• Familiarity with ticketing tools such as ServiceNow, Jira, or similar platforms.
• Knowledge of networking fundamentals (TCP/IP, DNS, Routing).
• Experience working in a 24x7 Operations or NOC environment.

Soft Skills

• Excellent verbal and written communication skills.
• Strong analytical and problem-solving abilities.
• Ability to prioritize incidents in a fast-paced operational environment.
• Team player with customer-centric mindset.