Telephony Engineer

Telephony Engineer

Join a fast-growing voice AI environment where you'll help build and maintain the telephony infrastructure powering next-generation customer interactions. You'll own complex telephony integrations and play a critical role in ensuring reliable, high-quality voice experiences for enterprise customers. The role combines hands-on SIP and VoIP troubleshooting with customer-facing technical support and integration ownership. You'll investigate challenging call failures using network traces, PCAP analysis, and carrier-level diagnostics to identify and resolve issues. Your technical insights will also influence product improvements and help shape the future of AI-powered voice infrastructure. You'll work closely with customers, engineers, and cross-functional teams in a fast-paced, remote environment where technical ownership and initiative are highly valued. This is an opportunity to make a direct impact on call quality, reliability, and the evolution of modern AI voice platforms.

Accountabilities:

• Own the technical delivery and ongoing success of complex SIP and telephony integrations with CCaaS/CPaaS platforms such as NICE, Five9, Avaya, Genesys, Amazon Connect, Twilio, and Telnyx.
• Work directly with customers to design, implement, troubleshoot, and optimize telephony integrations and help support future platform integrations.
• Act as the primary technical point of contact for enterprise customers following onboarding, ensuring issues are resolved efficiently and customer experiences remain seamless.
• Investigate complex call failures and voice-quality issues using PCAP analysis, SIP traces, carrier logs, Wireshark/TShark, and other diagnostic tools.
• Identify the root causes of call reliability, connectivity, signaling, and media issues and implement effective technical solutions.
• Partner with engineering and product teams to communicate recurring customer challenges, technical friction points, and opportunities for platform improvements.
• Help establish best practices and technical standards for reliable AI voice infrastructure and telephony integrations.
• Automate repetitive troubleshooting and diagnostic activities through lightweight scripting and tooling where appropriate.
• Support customers through complex technical configurations while clearly explaining issues, solutions, and recommended next steps.

Requirements:

• 5+ years of experience as a Telephony Engineer, VoIP Engineer, or in an equivalent low-latency networking or communications engineering role.
• Deep understanding of the SIP protocol, including RFC 3261, call signaling, SIP troubleshooting, and common telephony failure scenarios.
• Strong expertise in RTP and voice-media troubleshooting, including the ability to analyze PCAPs and network traces using tools such as Wireshark or TShark.
• Solid networking fundamentals covering TCP/IP, TLS, DNS, firewalls, connectivity, and network diagnostics.
• Experience with modern CPaaS/cloud communications platforms, such as Twilio, Plivo, or Telnyx.
• Ability to write or modify basic scripts using Python, Bash, JavaScript, or similar languages to automate routine troubleshooting tasks.
• Strong analytical and problem-solving skills, with the ability to diagnose complex technical issues methodically and work effectively under pressure.
• Excellent customer-facing communication skills and the ability to guide enterprise clients through sophisticated technical configurations.
• Ability to translate highly technical problems into clear explanations and actionable solutions for both technical and non-technical stakeholders.
• Familiarity with Asterisk, FreeSWITCH, Kamailio, or other SIP proxies and SIP servers is a plus.
• Comfortable working independently in a fast-paced, remote environment, with a strong sense of ownership and urgency.
• Willingness to work some overlapping hours with teams and customers operating in Pacific Time.

Benefits:

• Competitive compensation: USD $6,000–$7,500 per month, depending on experience.
• Remote work from India.
• Flexible engagement through a full-time or part-time 1099 contractor arrangement.
• Opportunity to work on cutting-edge AI voice and telephony infrastructure.
• Direct exposure to complex enterprise integrations and modern CCaaS/CPaaS platforms.
• High-impact role where your technical work directly influences call quality, reliability, and customer experience.
• Opportunity to collaborate closely with engineering, product, and enterprise customers.
• Fast-paced environment with significant ownership and opportunities to shape technical and product standards.