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ServiceTitan is seeking a Voice Operations Engineer to own the reliability, performance, and evolution of its production VoIP and telephony infrastructure. This is a hands-on senior engineering role operating at the intersection of software engineering and telecom operations, ensuring voice services achieve 99.99%+ availability while scaling to meet rapid business growth.
You will own the day-to-day health of ServiceTitan's VoIP infrastructure across geographically redundant US data centers, including SBCs, SIP trunking, and media gateways. Key responsibilities include designing and implementing capacity planning strategies to support growth in call volume and new product launches; developing and maintaining SLA dashboards, runbooks, and automated alerting for rapid detection and resolution of service-impacting events; and performing interoperability testing when onboarding new telecom solutions, hardware, or carrier integrations.
You will serve as the senior escalation point for complex voice quality and call-routing issues, analyzing SIP/RTP packet captures with tools like Wireshark and Homer. You'll lead post-incident reviews, drive root-cause analysis, and collaborate with customer support teams to resolve voice-related escalations. The role includes participation in a team on-call rotation providing 24/7 support for critical production voice services.
Automation is central to the role—you'll build and maintain automation in Python, Bash, or Go for provisioning, monitoring, configuration management, and routine maintenance tasks. You'll contribute to internal tooling and APIs enabling self-service for carrier management, number porting, and call-routing configuration, and integrate telephony data into centralized observability platforms like Grafana and Datadog.
Carrier and vendor management responsibilities include coordinating with Tier 1 carriers for circuit provisioning and outage resolution, evaluating and onboarding new carriers and SIP providers, and managing number inventory and porting workflows. You'll also oversee e911 configurations, ensure regulatory compliance, implement toll-fraud detection and SIP security policies, and support SOC 2 audit requirements.
Required qualifications: 5+ years supporting SIP-based VoIP environments in enterprise, SaaS, or service-provider settings; expert-level understanding of SIP, RTP, SRTP, WebRTC, and ENUM; strong Linux administration proficiency (Ubuntu/CentOS/RHEL); solid grasp of IP networking fundamentals; comfortable writing automation in Python, Bash, or Go; and ability to communicate complex technical issues clearly.
Preferred qualifications include experience with Kamailio, FreeSWITCH, Oracle/Ribbon SBCs, containerized environments (Docker, Kubernetes), infrastructure-as-code tools, observability stacks, number portability, CNAM/STIR-SHAKEN, telecom regulatory compliance, PBX and IVR routing concepts, and a Bachelor's degree in Computer Science or Network Engineering.
