About the Role

We are seeking a Senior Operations Engineer specializing in Real-Time Communications and Telephony to join our European infrastructure operations team. The ideal candidate will take ownership of the technical and operational management of hybrid cloud and on-premises telephony solutions across multiple sites, coordinating between internal IT teams and external service providers to ensure reliability, compliance, and performance.

Key Responsibilities

• Manage daily operations for VoIP, PBX, SIP, and unified communications systems (e.g., Mx-One, Trio, OSV, Audiocodes SBC, Teams).
• Handle incidents, service requests, and change management in alignment with SLA and ITIL frameworks.
• Conduct impact analysis, participate in CAB/CIB meetings, and ensure timely execution of changes.
• Perform problem management and RCA following critical incidents.
• Oversee number plan and asset subscription management.
• Validate supplier performance reports, including SLA, LCM, and vulnerability assessments.
• Collaborate with internal network, datacenter, and server teams, as well as external vendors, to ensure service quality.
• Participate as an SME in telephony-related projects, including lifecycle management, migrations, and testing.
• Maintain up-to-date documentation for technical configurations and operational manuals.
• Engage with end users to provide advanced support and technical solutions.

Required Skills & Experience

• Proven expertise in VoIP, PBX, SIP, Call Center, and Unified Communications technologies.
• Hands-on experience with platforms such as Mx-One, Trio, OSV, Audiocodes SBC, Teams Voice.
• Knowledge of ITSM tools (e.g., Remedy / Helix) and CMDB management.
• Familiarity with ITIL processes and service management methodologies.
• Understanding of network fundamentals, real-time communication protocols, and Audiocodes ATA box maintenance.
• Strong analytical and troubleshooting abilities for telephony and network issues.
• Excellent collaboration and stakeholder communication skills.
• Bachelor’s degree in IT, Electronics, or Telecommunications (or equivalent).

Preferred Qualifications

• Certifications in SIP, Mitel OSV, Audiocodes, or ASC Recording.
• Prior experience in technical architecture or infrastructure modernization projects.
• Knowledge of LCM, vulnerability management, and supplier governance.

Why Join Us

• Work with a high-performing, pan-European technical operations team.
• Engage in cutting-edge telephony modernization initiatives.
• Opportunity to collaborate closely with leading enterprise communication vendors.