Lead Operations Engineer

Brightspeed.com

Office

Charlotte, NC, United States

Full Time

Company Description

At Brightspeed, we are reimagining how people live, work, play and connect by providing fast, reliable internet connections and an awesome customer experience in twenty states throughout the Midwest and South.

Backed by funds managed by Apollo Global Management, our vision is to accelerate the upgrade of copper to fiber optic technologies, bringing faster and more reliable internet service to many rural markets traditionally underserved by broadband providers, while delivering best-in-class customer experience.

Be a part of the team that will make this vision a reality….designing and building a world class fiber network and creating a customer experience second to none.

Check us out on the web!

Job Description

Lead Operations Engineer – Voice Access Services - Operations Support and Technology

As the Lead Operations Engineer on the Ops Support and Technology team, you will report directly to the Manager of Operations Support. Your primary focus will be troubleshooting complex voice service issues, maintaining application configurations, and supporting the tools and systems that deliver reliable VoIP solutions. This role requires hands-on expertise with customer interface devices, SIP call flows, and VoIP application settings across multiple platforms.

In addition, you will support operational excellence by identifying and implementing necessary changes to applications and access equipment that enable scalable, next-generation customer solutions. This role plays a key part in ensuring the ongoing reliability of Brightspeed’s VoIP service platform and will work closely with Voice Architecture to align operations support with forward-looking voice strategy.

Your Responsibilities Will Include:

Troubleshoot and resolve SIP/VoIP call failures by analyzing SIP ladder diagrams and protocol parameters
Investigate and resolve routing/service logic issues on Ribbon C20, PSX, Application Server platforms
Provide hands-on support and analysis of Ribbon SBCs to ensure call path integrity
Collaborate with internal teams to address IP network-related problems, including routing and switching issues impacting voice services
Leverage Linux-based tools and CLI for diagnostics and system-level troubleshooting
Interface APIs (SOAP, JSON, XML, JAVA) for integration and automation support processes
Assist in identifying issues related to legacy TDM switches and SS7 interworking, as applicable
Assist with process documentation and training

Qualifications

What IT TAKES TO CATCH OUR EYE:

Minimum 5 years of direct experience supporting SIP and VoIP technologies
Proficiency in reading and interpreting SIP ladder diagrams and session parameters
Strong knowledge of IP networking fundamentals (routing/switching)
Hands-on experience with Ribbon SBC platforms
Working knowledge of Ribbon voice infrastructure including C20, PSX, and Application Server
Experience with Linux OS (preferred)
Familiarity with APIs (SOAP, JAVA, JSON, XML)

Additional Information

Bonus Points For

Experience working in a 24/7 network operations or support environment
Experience supporting number portability (LNP), CNAM, or LIDB systems
Working knowledge of Ribbon Analytics or other voice analytics platforms
Familiarity with telecom regulatory requirements (e.g., STIR/SHAKEN, CALEA)
Experience automating support workflows using Python, Ansible, or shell scripting

Why Join Us?

We aspire to contemporary ways of working.

Recognized as a Top Workplace by the Charlotte Observer, Brightspeed HQ is located on the 7th floor of the new Vantage South End - East Tower in Charlotte, NC. We prioritize hiring talent in the Charlotte area, whenever possible, to make it a truly vibrant destination for our hybrid workforce. At Brightspeed, we have roles that are designated as remote, hybrid, office or field-based, depending on the position, business needs and individual circumstances. We also invest in technology that enables our entire team to stay connected. Why? Because Brightspeed recognizes the value of finding the best talent for the job, wherever they may be.

We offer competitive compensation and comprehensive benefits.

Our benefits and paid time off programs reflect our underlying belief in promoting overall wellness through physical, emotional and financial health. Brightspeed offers a comprehensive benefit program, including competitive medical, dental, vision, and life insurance; an employee assistance program; a 401K plan with company match and a host of voluntary benefits.

Inclusion and belonging are at the center of our grounding belief in Being Real.

When we bring our authentic selves to work, everyone is better as a result. A diverse team helps us be fierce advocates for more accessible, inclusive and high-quality internet, because we believe doing so promotes equity in the communities we serve.

Brightspeed is an Equal Opportunity Employer that is committed to inclusion of all qualified individuals, including individuals with a disability/veterans. If you require reasonable accommodation to complete a job application or to otherwise participate in the hiring process, please contact taaccommodationrequests@brightspeed.com to initiate the accommodations process.

For all applicants, please take a moment to review our Privacy Notices: