Product & Voice Ops - Support Engineer - GammaLabs in Manchester

A bit about us: At Gamma, we’re more than just a leader in Unified Communications as a Service (UCaaS). We’re a fast-moving technology organisation delivering innovative voice, data, and mobile solutions across Europe. Our product and service portfolio is at the heart of what we do — powering reliable, scalable communications for thousands of businesses. Behind the scenes, our engineering teams design, build, and maintain the software systems that generate real business impact. We combine the agility of a start-up mindset with the stability of a leading European business. Collaboration, ownership, and continuous improvement define how we work — and we’re always looking for people who want to build meaningful technology at scale.

Main purpose of role: Reporting to the Product & Voice Ops Support Manager, this is an Engineering role that requires expert technical knowledge across Voice, UCaaS and CCaaS. The Product & Voice Ops Support Engineer position will play a crucial role in the Gamma Labs department, striving to provide innovative solutions to problems whilst promoting technical excellence. This position requires a proactive approach and encompasses a wide range of technical duties with the goal of delivering reliable service and support to the Gamma customer base.

Key Responsibilities:

• Contribute to the creation of tooling to support internal teams’ diagnostic capabilities in line with a First-time resolution ethos.
• Provide innovative solutions to problems and identify opportunities to implement automation procedures.
• Take ownership of Problem Management across Gamma’s Voice and UCaaS Products, analysing root cause, mitigation and contributing to long‑term technical solutions.
• Contribute to Logging, Monitoring and Alerting practices to increase service availability, promoting early detection and timely intervention.
• Foster a culture of continuous improvement by leading technical workshops & coaching Gamma team members to provide guidance on best practice.
• Enable operational readiness taking the lead on quality standard and process documentation.
• Provide specialised support for bespoke Voice and UCaaS solutions and assist with the creation and maintenance of technical documentation.
• Lead other engineers in completing Engineering Infrastructure Projects on the Gamma Network.
• Manage testing to verify functionality, performance, and validation of fixes.
• Take the lead in incident response, ensuring critical issues are dealt with promptly and early mitigation is assessed.
• Adopt DevOps principles to streamline efficiency and operational excellence.
• Possess excellent interpersonal, written, oral, and analytical skills.
• Be an excellent team player with a proactive mindset, with a passion for working together as a team to achieve goals.

Experience and skills:

• Subject matter experience in troubleshooting and providing technical solutions within the Voice, UCaaS and Networking environment is essential.
• In-depth knowledge of Telco core network architecture.
• Excellent SIP, VoIP, and Networking knowledge across a wide range of solutions.
• Experience in implementing and deploying infrastructure solutions.
• The role requires you to be highly self-motivated and work collaboratively as part of the Gamma Labs department.
• Strong communication skills are essential as you will be expected to articulate technical problems and solutions to a wide array of stakeholders.

What do we offer you?

• At Gamma, we believe in work–life balance, which is why we offer 25 days of annual leave, plus an extra day off for your birthday.
• We also provide a volunteer day, allowing you to support a cause that matters to you.
• Family is important to us. With enhanced maternity and paternity pay, we support you at every stage of life.
• Our contributory pension scheme helps you plan for the future, with Gamma increasing contributions in line with yours.
• Your wellbeing comes first. We offer group income protection, life assurance (four times your salary), and private medical insurance through Vitality, which extends to your immediate family.
• We want you to share in our success, which is why we offer tax‑efficient share save and share incentive plans.
• We’re also committed to sustainability, offering an Electric Vehicle scheme through Octopus and a Cycle to Work scheme, making greener travel easier.

A few things to note: Unfortunately, we can’t offer visa sponsorship or relocation support for this role. This role is hybrid, with office and home working flexibility. If you feel you could be a great fit for Gamma but don’t meet every requirement, we still encourage you to apply — you might be exactly who we’re looking for. Gamma is an equal opportunity employer. We are committed to building inclusive, diverse teams where everyone can be their authentic selves. We welcome applications from all backgrounds and do not discriminate based on any protected characteristics.