Director of Voice Engineering

Atlanta, GA / Holmdel, NJ (Hybrid)

About us:

Vonage, a global cloud communications leader, helps businesses accelerate their digital transformation. Vonage's fully programmable unified communications, contact center and conversational commerce applications enable companies to transform how they communicate and operate from the office or remotely - providing the flexibility required to create meaningful engagements.

Why this role matters:

We are seeking an experienced and dynamic Director of Voice Engineering to lead our team of voice/VoIP engineers. The ideal candidate will have a strong technical background in voice technologies and a proven track record of managing engineering teams. The Director will oversee the design, implementation, and maintenance of our voice infrastructure, ensuring high availability, reliability, and security. This role involves working with a variety of technologies, including Cisco/Broadsoft call processing suite, call recording, contact centers, voicemail, session border controllers, automation, intelligent monitoring and alerting, fraud protection, and advanced security and load balancing solutions.


What you will do:

  • Team Leadership: Manage and mentor a team of voice/VoIP engineers, fostering a collaborative and high-performance work environment.
  • Technical Oversight: Oversee the design, implementation, and maintenance of voice infrastructure, ensuring it meets business requirements and industry standards.
  • Project Management: Lead and manage voice-related projects from conception to completion, ensuring timely delivery and adherence to budget.
  • Vendor Management: Collaborate with vendors and service providers to procure, implement, and support voice technologies.
  • Quality Assurance: Ensure the quality, reliability, and performance of voice services through continuous monitoring and improvement.
  • Security: Implement and manage security measures, including TDoS protection, WAF solutions, session border controllers, and fraud protection systems.
  • Automation: Develop and integrate automation solutions to enhance operational efficiency and reduce manual intervention.
  • Intelligent Monitoring and Alerting: Implement and maintain intelligent monitoring systems to proactively detect and address potential issues.
  • Architecture and Design: Develop and maintain voice architecture and design documentation, ensuring scalability and integration with other systems.
  • Support and Troubleshooting: Provide high-level support for voice-related issues and perform root cause analysis to prevent recurrence.
  • Budget Management: Manage the voice engineering budget, including forecasting and expense tracking.
  • Compliance: Ensure compliance with relevant regulations and standards.

What you will bring:

  • Education: Bachelor's degree in Computer Science, Engineering, or a related field. Advanced degree preferred.
  • Experience: 10+ years of experience in voice/VoIP engineering, with at least 5 years in a leadership role.
  • Technical Expertise:
    • Cisco/Broadsoft call processing suite;
    • Call recording and voicemail systems;
    • Contact center and call center technologies;
    • Sansay session border controllers;
    • Ativa call intelligent platform;
    • TDoS protection and WAF solutions (Akamai, Cloudflare);
    • F5 load balancers;
    • Automation tools and frameworks;
    • Intelligent monitoring and alerting systems'
    • Fraud protection mechanisms.
  • Leadership: Proven ability to lead and manage technical teams using lean and agile principles, with strong mentoring and coaching skills.
  • Project Management: Demonstrated experience in managing large-scale projects, applying lean and agile methodologies to ensure excellent organizational and time management skills.
  • Communication: Strong verbal and written communication skills, with the ability to present complex technical information to non-technical stakeholders.
  • Problem-Solving: Excellent analytical and problem-solving abilities, with a keen attention to detail.
  • Certifications: Relevant industry certifications are a plus.

In addition to providing exciting work, career advancement opportunities, and a collaborative work environment, Vonage provides competitive pay and benefits including unlimited discretionary time off and tuition reimbursement.

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