Voice & Telephony Systems Engineer
Observe.AI
full-time
Posted on:
Location Type: Hybrid
Location: Redwood City • California • 🇺🇸 United States
Visit company websiteSalary
💰 $170,000 - $200,000 per year
Job Level
Mid-LevelSenior
Tech Stack
AWSAzureCloudDNSGoogle Cloud PlatformVoIP
About the role
- Design, deploy, and maintain telephony integrations with CCaaS platforms (e.g., Avaya, Genesys, NICE, Cisco, etc.).
- Develop and support IVR (Interactive Voice Response) workflows, call routing logic, and voice automation solutions.
- Configure and troubleshoot SIP trunks, SIPREC recording integrations, and Session Border Controllers (SBCs) and related voice infrastructure.
- Work closely with software engineering teams to integrate telephony events with backend applications and APIs.
- Analyze call flows, call quality, latency and performance metrics to ensure system reliability and high service availability.
- Maintain and optimize voice infrastructure, including gateways, SIP proxies, and telephony servers.
- Collaborate with vendors and internal stakeholders to resolve complex telephony and CCaaS issues.
- Ensure compliance with security, regulatory, and quality standards across voice infrastructures.
- Create technical documentation, diagrams, and support materials for telephony architecture and processes.
Requirements
- 3-7+ years of experience as a Telephony Engineer, Voice Engineer, or similar role.
- Hands-on experience integrating with CCaaS platforms (Avaya, Genesys, NICE, Amazon Connect, or equivalent).
- Deep technical understanding of SIP, RTP, SIPREC, SBCs, VoIP fundamentals, and voice signaling flows.
- Strong experience with IVR development tools, call routing frameworks, or voice-based APIs.
- Strong troubleshooting skills to diagnose complex issues using packet capture tools (Wireshark, tcpdump).
- Familiarity with telecom protocols (e.g., TLS/SRTP, ENUM, DNS-SRV, WebRTC).
- Experience with cloud environments (AWS, Azure, GCP) is a plus.
- Excellent communication, documentation, and cross-team collaboration skills.
Benefits
- Competitive compensation including equity
- Excellent medical, dental, and vision insurance options
- Flexible time off
- 10 Company holidays + Winter Break and up to 16-weeks of parental leave
- 401K plan
- Quarterly Lifestyle Spend
- Monthly Mobile + Internet Stipend
- Pre-tax Commuter Benefits
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
telephony integrationsIVR workflowscall routing logicSIP trunksSIPRECSession Border Controllerscall quality analysisvoice automation solutionstelephony infrastructurecloud environments
Soft skills
troubleshootingcommunicationdocumentationcollaboration