Netomi

Solutions Engineer

• Define the end-to-end architecture for the voice AI/IVR solution (integrating ASR, NLU, text-to-speech, call flows) and ensure it meets enterprise standards for security, resiliency, and performance. Provide oversight on the Amazon Connect configuration, call routing, and integration with third-party voice services.
• Serve as the senior technical advisor across teams, reviewing and validating implementation approaches. Identify any design gaps or bottlenecks in the voice pipeline (e.g. audio encoding, network routing) and recommend improvements.
• Proactively troubleshoot and resolve complex issues affecting voice quality or latency in calls (e.g. audio clarity, echo, delays). Optimize SIP trunking and AudioCodes SBC configurations to ensure high call clarity and minimal lag.
• Establish technical best practices for IVR and conversational AI (error handling, retry logic, logging). Ensure the solution adheres to compliance and quality standards (e.g. telephony regulations, data privacy, uptime SLAs).
• Work closely with the core engineering team, product manager, and vendors (AWS, Deepgram, etc.) to address technical issues. Coordinate with vendor support (AWS/Amazon Connect, telephony carriers) for advanced troubleshooting or escalations.

Senior Conversational IVR Solution Architect

Infrastructure Engineer

• Voice Network Analysis: Analyze the telephony architecture to pinpoint causes of poor audio quality or delays.
• Quality Optimization: Implement or recommend optimizations for voice traffic.
• SIP/Telephony Configuration: Review and fine-tune SIP transfer setups and telephony integration.
• Vendor Collaboration: Engage with external telephony providers or AWS support as needed.
• Documentation & Knowledge Transfer: Document changes made to voice network settings and mentor the internal team.

Voice/Telephony Infrastructure Specialist

Technical Program Manager

• Program Leadership: Own the IVR deployment roadmap and timeline – define project milestones, deliverables, and success criteria for go-live. Be responsible for the overall program execution, from final testing through rollout. This includes defining the IVR launch strategy and managing its execution across teams.
• Cross-Functional Coordination: Coordinate daily/weekly workflows between the core technical team, integration consultants, project managers, and the product/partner manager. Ensure clear communication of priorities, dependencies, and issue status across all stakeholders. Act as the liaison between technical engineers and non-technical stakeholders to align technical solutions with business requirements.
• Issue Tracking & Resolution: Implement a robust process for tracking outstanding technical issues (voice quality anomalies, latency, call routing failures, etc.) and project tasks. Facilitate rapid problem-solving by bringing the right people together to address blockers. Provide oversight so that critical issues are resolved or mitigated before launch.
• Stakeholder Communication: Regularly report on project status to internal leadership and the client. Communicate risks, changes, or delays proactively, along with action plans. Manage expectations and ensure the client’s requirements and experience goals are being met.
• Quality & Readiness Assurance: Work with QA teams to ensure comprehensive end-to-end testing of the voice IVR (call flows, ASR accuracy, TTS quality, failover scenarios). Oversee user acceptance testing and any pilot or beta releases. Verify that all operational runbooks, support plans, and monitoring are in place for a smooth go-live.

Senior Technical Program Manager – Voice/IVR Deployment

DevOps Engineer

• Design, deploy, and manage Kubernetes clusters; configure RBAC and optimize cluster performance.
• Build, maintain, and enhance CI/CD pipelines using Jenkins, ArgoCD, Spinnaker, or similar; automate deployment processes.
• Develop, maintain, and optimize Helm charts; ensure proper versioning and deployment strategies.
• Integrate and manage service meshes (Istio, Linkerd) for service discovery, load balancing, secure communication, observability, and traffic management.
• Write and maintain automation scripts in Python, Ruby, or Golang for infrastructure provisioning, monitoring, and debugging.
• (Bonus) Implement chaos engineering principles to test and improve system reliability; simulate failures and measure resilience.

Netomi

Senior Conversational IVR Solution Architect

Voice/Telephony Infrastructure Specialist

Senior Technical Program Manager – Voice/IVR Deployment

DevOps Engineer II

Architect - Product Quality