IT Operations Voip Engineer

In our world things change by the millisecond 
We build the technology that creates amazing moments and better connects our customers. Ready to play your part? Join us and Be Phenomenal. Working towards the same shared goal of better connectivity, our tech teams enjoy a high degree of freedom. We love hearing ideas and seeing them come to life. With great resources, you’ll get to be part of a team at the foundations of the transformation of our business. Who knows what the next innovation will be? That’s what makes a career at Three so exciting. 

Since we set foot in Ireland, we’ve done things differently 
Investing in infrastructure, we built a network that now connects 2.2 million customers nationwide, carrying more data than all alternative telecommunications providers combined. We take the script and rip it up, we’re a big-hearted energetic bunch, striving for a better-connected life. We encourage our employees to face their weaknesses, to really open themselves up to new tasks and projects in a super-charged and rich learning environment. We want you to become the best version of yourself. 

Join us as our IT Operations VoIP Engineer

Reporting to the IT Operations Chapter Lead, the IT Operations VoIP Engineer is accountable for the stability, performance, and day-to-day operational support of the VOIP and Call Centre technology estate.

The role ensures a reliable, high-quality voice and contact centre experience for agents and customers by providing hands-on onsite support, effective incident and change management, and robust deployment and release support, both in and out of hours.

This role acts as a critical bridge between IT Operations, Networks, Vendors, and the Business, ensuring that call centre platforms, queue configurations, and outbound dialler services operate efficiently and evolve safely in line with business needs.


What the Role Involves

• Provide onsite operational support for VOIP and Call Centre platforms, ensuring high availability, call quality, and rapid issue resolution.
• Own and actively participate in Incident Management, including triage, investigation, vendor engagement, resolution, and post-incident reviews for VOIP and contact centre services.
• Execute and govern Change Management activities, ensuring all changes to call flows, queues, diallers, hardware, and software are assessed, approved, implemented, and documented in line with ITIL best practices.
• Deliver hands-on hardware and software support, including headsets, phones, soft clients, call centre applications, and supporting infrastructure.
• Implement and maintain queue functionality changes, including skill-based routing, call flows, IVRs, overflow logic, and business rule updates to meet operational requirements.
• Provide deployment and release support, including pre-production validation, cutover activities, and post-deployment monitoring, with the ability to support releases both in-hours and out-of-hours as required.
• Support User Acceptance Testing (UAT) by preparing environments, validating call scenarios,supporting business testers, and ensuring issues are captured and resolved prior to go-live.
• Work closely with vendors and internal teams to resolve complex issues, coordinate upgrades, and ensure service levels are met.
• Maintain operational documentation, including call flow diagrams, queue configurations, support runbooks, and known error records.
• Proactively monitor call centre performance and health, identifying trends, risks, and opportunities for improvement before they impact users.
• Act as an onsite point of contact for call centre users, providing clear communication, guidance, and support during incidents, changes, and releases.

The skills we're looking for: 

• Proven experience supporting VOIP and Call Centre technologies in a production, business-critical environment.
• Strong hands-on experience with Incident and Change Management processes (ITIL-aligned).
• Practical knowledge of call routing, queues, IVR flows.
• Experience providing hardware and software support for call centre agents.
• Demonstrated ability to support deployments, releases, and changes out of hours when required.
• Experience supporting User Acceptance Testing (UAT) and business readiness activities.
• Strong troubleshooting skills with the ability to work under pressure during live incidents.
• Excellent communication skills, with the ability to engage confidently with technical teams, vendors, and business users.

Nice to Have 

• Experience with enterprise contact centre platforms (e.g. Genesys, Avaya, Cisco, or similar).
• Understanding of network concepts related to voice (SIP, QoS, latency, jitter).
• Experience working in an onsite, high-volume call centre environment.
• ITIL certification or formal service management training.
• Experience supporting regulated or highly available environments.

Benefits of Working at Three 

• Flexible working with our new Hybrid model, our employees will enjoy more flexibility working from home and our office locations (3 days per week office based). Please see job description for the office location of this role. 
• Competitive salary, annual performance bonus & pension contribution 25 days holidays plus 2.5 company days 
• Annual Leave buy or sell (buy or sell up to 5 days AL each year) 
• Healthcare Insurance through our flexible benefits programme 
• Life assurance, phone & laptop, subsidized canteen 
• Access to learning & development tools such as Coursera 
• Free on-site parking 

There’s a lot more to us than meets the eye. 
You may think you know us, but we’re full of surprises. Intrigued? Join us and Be Phenomenal. 
Apply now at: https://www.three.ie/careers #Jobs 

At Three, we are committed to equity, diversity and inclusion. As Ireland’s largest mobile telecommunications provider, we provide a better connected life for our diverse customer base, and want our teams to reflect this. We welcome and celebrate all identities and strive to create a culture of belonging where employees can thrive as their authentic selves. If you do not ‘tick every box’ in this job description, you likely have other valuable skills that would make you a great fit for one of our teams. If you feel this role is for you, then please apply! #Jobs 

If you require reasonable adjustments for your interview, please let us know when scheduling your interview, or alternatively, please email aoife.omeara@three.ie Apply now at Three, a Phenomenal career awaits!