Product and Voice Operations Engineer - GammaLabs in Glasgow

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 revolutionizing 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.

What will you be doing?

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 providing improvements to Gamma’s Core Network. The Product & Voice Operations Engineer will be embedded into the DevOps 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.

Key responsibilities

• Responsible for the implementation, operation, and maintenance of the core voice/UCaaS networks alongside the wider Product & Voice Operations Team whom you will also provide support to, 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 how we operate our core voice network infrastructure.
• Monitor/Respond to incidents across Gamma’s Core voice/UCaaS Network. This will involve you providing technical guidance for incidents, performing mitigating actions and supporting/performing any complex change activity.
• Provide operational support on technologies such as Ribbon SWE/Broadworks/Metaswitch/Oracle etc and will be an operational interface into engineering and development teams.
• Support the business in Major Service Outages (MSO), this will involve supporting the team on technical bridges and will be expected to identify and drive service improvements relating to any MSO.
• Develop and maintain comprehensive network documentation (Topologies, Asset Register, Patch Management, Business continuity & Technical documentation).
• Support the Product & Voice Operations Manager to manage capacity effectively by analysing capacity reports & monitor network performance metrics to proactively identify and address potential issues.
• Support the Engineering & the wider Operational teams in driving Migration Projects/Complex Change programmes through to a successful conclusion.
• Review security vulnerabilities across Gamma’s Core Voice Network ensuring we are able to identify and resolve (or mitigate) quickly & effectively as possible.

About you

• Proven success on complex projects where you might be integrating several products and services.
• Experience with modern DevOps 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 and in a fast moving and changeable environment.
• Must be a self-starter, proactive, highly organized, and capable of working well with individuals at all levels in the organization.
• The role requires you to be highly self-motivated and work collaboratively as part of the Gamma Labs department.
• Effective communication skills are essential as you will be expected to articulate technical problems and solutions to a wide array of stakeholders.
• This role requires the successful candidate to obtain and maintain security clearance. Only candidates who can meet UK Government security‑clearance requirements will be considered.

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.
• Giving back is important to us, so we also provide a volunteer day to support a charity that matters to you.
• Family matters, too. With enhanced maternity and paternity pay, we’re here to support you as a parent and help you thrive in your career.
• We offer a contributory pension plan to help you save for the years ahead, with Gamma’s contribution varying dependant on yours.
• Your well-being is our priority. We offer group income protection and life assurance (four times your salary) to ensure peace of mind for you and your loved ones.
• We want you to share in our success. That’s why we offer tax-efficient share save and share incentive plans, giving you the opportunity to benefit from Gamma’s growth.
• We’re committed to health, both physical and mental, and provide private medical insurance through Vitality, which extends to your immediate family.
• And, because we care about the environment, we offer an Electric Vehicle scheme through Octopus and a Cycle to Work scheme, making it easier to get around sustainably.

A few things to note

• Unfortunately, we can’t offer visa sponsorship or relocation support for this role.
• This role requires hybrid working from our client site in their Bradford office.
• If you feel you could be a good fit for Gamma but do not think that you meet all the requirements, we still encourage you to apply as you could be the person that we are looking for!

Gamma is an equal-opportunity employer. We care about inclusion and believe in having diverse teams where everyone can be their true authentic selves. We value each person and their range of backgrounds and actively encourage people from underrepresented backgrounds to apply. We don’t discriminate based on any protected characteristics e.g., race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, marital status, disability, or age. We are a family-friendly employer with a culture based on trust, autonomy, and flexibility to help you create a work-life balance and enjoy working here at Gamma.