Product and Voice Operations Engineer - GammaLabs

Product and Voice Engineer – Gamma Labs Hybrid from Glasgow, Manchester or London A Bit About Us

At Gamma, we’re more than just a leader in Unified Communications as a Service (UCaaS) – we’re a dynamic, forward‑thinking team revolutionising the way businesses connect and communicate. We provide voice, data, and mobile solutions to businesses across the UK, Germany, Spain, and the Benelux region, and we’re expanding rapidly to bring digital automation and Gamma‑powered services to SMEs through a growing network of channel partners.

We move fast with a start‑up mindset, but we have the stability of a leading European business. Our team thrives on collaboration, innovation, and the belief that diverse perspectives make us stronger. Join us, and you’ll have the opportunity to make an impact, grow your career, and be part of a company that celebrates inclusivity and fresh ideas.

Reporting to the Product & Voice Operations Manager, this is a hands‑on engineering role that involves supporting the monitoring, maintaining and operational support for Gamma’s Core Voice Network that provides enablement of the Gamma group Voice, UCaaS, mobile and CCaaS products.

This role requires you to build, run and provide improvements to Gamma’s Core Network. The Product & Voice Operations Engineer will be embedded into the Dev Ops structure and will provide support and guidance to the other members of the wider Product & Voice Operations team (i.e. TOC & Product & Voice Operations Support Engineers). This includes planning, implementing, operating, and troubleshooting Gamma core voice network infrastructure.

You will be a trusted advisor to the organisation on all matters related to Gamma’s core voice network and will play a key role in ensuring that our voice communication systems are reliable, scalable, and secure.

• Responsible for the implementation, operation, and maintenance of the core voice/UCaaS networks alongside the wider Product & Voice Operations Team, fostering a culture of continuous improvement and knowledge sharing.
• Own and lead on internal projects within the team.
• Develop and implement technical standards & best practices for operating our core voice network infrastructure.
• Monitor and respond to incidents across Gamma’s Core voice/UCaaS Network, providing technical guidance, performing mitigating actions and supporting complex change activity.
• Provide operational support on technologies such as Ribbon SWE/Broadworks/Metaswitch/Oracle and act as an interface into engineering and development teams.
• Support the business during Major Service Outages (MSO), including technical bridges and driving service improvements.
• Develop and maintain comprehensive network documentation (Topologies, Asset Register, Patch Management, Business continuity & Technical documentation).
• Support the Product & Voice Operations Manager in managing capacity by analysing reports and monitoring network performance metrics to proactively identify and address potential issues.
• Support Engineering & the wider Operational teams in driving Migration Projects/Complex Change programmes, reviewing security vulnerabilities across Gamma’s Core Voice Network and ensuring quick resolution or mitigation.

• Previous experience managing & operating large‑scale telco networks.
• Proven success on complex projects involving the integration of multiple products and services.
• Experience with modern Dev Ops practices, tooling and a background working in such a team.
• Worked in an agile environment with continuous team and product development.
• Ability to prioritise with minimal management intervention.
• Ability to work under pressure in a fast‑moving, changeable environment.
• Self‑starter, proactive, highly organised, and capable of working well with individuals at all levels.
• Highly self‑motivated and collaborative within the Gamma Labs department.
• Effective communication skills, able to articulate technical problems and solutions to a wide array of stakeholders.
• Ability to obtain and maintain UK Government security clearance (only candidates who can meet these requirements will be considered).

• 25 days…