Advanced Operations Technician (AOT)

Advanced Operations Technician (AOT)

Role Summary

The Advanced Operations Technician (AOT) is the critical first line of escalation within the Advanced Operations Support (AOS) organization. When Customer Care teams encounter carrier-related voice issues that cannot be resolved at the front line, the AOT steps in to investigate, engage directly with carriers, and drive issues toward resolution. This role is the connective tissue between Customer Care and carrier partners ensuring customers experience reliable, high-quality voice services. When issues require deeper platform or engineering-level investigation, the AOT escalates to the Advanced Operations Engineering (AOE) team, ensuring the right expertise is applied at every step.

What You Will Do

• Serve as the primary escalation point of contact for front-line Customer Care teams for carrier-related voice issues, including inbound/outbound call completion, call quality, and Caller ID/CNAM problems.
• Receive, triage, prioritize, and manage escalation tickets submitted via ticketing system across all lines of business.
• Investigate carrier-side issues by analyzing call samples, SIP responses, PCAP files, and routing data using tools such as Spearline, Empirix, and VoIP Monitor.
• Open and manage external carrier escalation tickets, communicate with carrier NOC/support teams, and drive issues to resolution.
• Update all assigned tickets at a minimum of every 24 hours; escalate carrier tickets that require deeper investigation or routing changes.
• Identify ticket trends when multiple customers report similar issues, flag for Epic creation and notify the AOS team for coordinated response.
• Escalate issues requiring Development, Product, or Engineering team involvement to the Advanced Operations Engineering (AOE) team, including a clear summary of the issue, steps taken, and outstanding questions.
• Follow all AOS Standard Operating Procedures (SOPs) for ticket handling, case statuses, Epic management, improper ticket identification, and carrier escalation workflows.
• Maintain awareness of active incidents and monitor relevant communication channels to ensure real-time coordination with Care teams.
• Participate in holiday and weekend coverage rotation as required by the AOS team schedule.
• Contribute to knowledge sharing and after-action reviews when complex issues are resolved, to support continued team learning and process improvement.

What You Will Bring

• Working knowledge of VoIP technologies including SIP, RTP, inbound/outbound call flows, and Caller ID/CNAM.
• Familiarity with carrier operations, routing principles, and the carrier escalation process.
• Ability to read and interpret call samples, SIP error responses (e.g., 503, 404), and basic routing data.
• Strong written and verbal communication skills for interacting with carrier partners and internal teams.
• Highly organized with the ability to manage a high volume of concurrent tickets while maintaining SLA compliance.
• Ability to:
• Work both independently and collaboratively in a fast-paced, 24/7 operations environment.
• Identify patterns across tickets and escalate systemic issues appropriately.
• Follow structured SOPs and contribute to continuous process improvement.

Requirements

Required

• 12 years of experience in a technical support, network operations, or telecommunications role.
• Familiarity with VoIP/SIP technologies and inbound/outbound call flows.
• Experience using ticketing systems (JIRA, Salesforce, or equivalent) for case management.

Preferred

• Associate's or Bachelor's degree in a technical field.
• Network+ or equivalent certification.
• Experience working with telecom carriers or in a carrier operations/NOC environment.
• Familiarity with tools used for VoIP monitoring or routing platforms.
• Prior experience in a tiered support model with defined escalation paths.