Toku

Engineering Manager

• Liderar un equipo de 4-10 Software Engineers, desarrollando personas de alto desempeño y creando un entorno donde puedan crecer técnica y profesionalmente.
• Colaborar estrechamente con Ingeniería, Producto y Diseño para transformar problemas de negocio en soluciones tecnológicas escalables.
• Participar activamente en decisiones de arquitectura, diseño técnico y evolución de nuestros productos.
• Diseñar procesos que permitan aumentar el throughput del equipo manteniendo altos estándares de calidad.
• Impulsar la adopción responsable de herramientas de IA dentro del ciclo completo de desarrollo de software, promoviendo buenas prácticas y nuevos workflows de ingeniería.
• Participar en la contratación, onboarding, mentoring y desarrollo de nuevos ingenieros.
• Identificar riesgos técnicos, de producto y organizacionales, facilitando decisiones oportunas para mitigarlos.

DevOps Engineer

• Diseñar, construir y mantener la infraestructura que soporta nuestros productos utilizando tecnologías cloud, GCP o AWS.
• Diseñar soluciones escalables, resilientes y observables para nuestros sistemas, utilizando herramientas como Kubernetes, Terraform y Datadog.
• Liderar iniciativas técnicas de infraestructura de principio a fin, tomando decisiones de arquitectura y ejecución con alto grado de autonomía.
• Automatizar procesos de despliegue, operación y monitoreo para mejorar la confiabilidad y velocidad de desarrollo.
• Colaborar estrechamente con equipos de Ingeniería para eliminar fricciones y construir plataformas que permitan desarrollar productos de forma segura y eficiente.
• Guiar técnicamente a otros ingenieros mediante revisiones de diseño, code reviews y mentoría.
• Participar activamente en la definición de estándares técnicos y en la evolución de nuestras prácticas de ingeniería.
• Participar en la contratación de nuevos integrantes del equipo.

Senior Site Reliability Engineer / Cloud Engineer

Full-stack Engineer

• Reunirse periódicamente con clientes para comprender sus procesos, identificar oportunidades y traducir necesidades de negocio en soluciones tecnológicas.
• Diseñar, desarrollar e iterar MVPs de agentes conversacionales utilizando tecnologías de IA, validando hipótesis con clientes en ciclos cortos.
• Construir software mantenible y escalable sobre una plataforma común que permita soportar múltiples soluciones conversacionales.
• Colaborar estrechamente con Ingeniería, Producto y Product Engineers para definir la mejor estrategia técnica y funcional para cada solución.
• Tomar decisiones técnicas considerando los trade-offs entre velocidad de ejecución, escalabilidad y mantenibilidad.
• Participar activamente en revisiones de código, diseño de arquitectura y mejora continua de las prácticas de ingeniería del equipo.

Product Engineer

• Reunir-se periodicamente com clientes para entender seus processos, identificar oportunidades e traduzir necessidades de negócio em soluções tecnológicas.
• Projetar, desenvolver e iterar MVPs de agentes conversacionais utilizando tecnologias de IA, validando hipóteses com clientes em ciclos curtos.
• Construir software sustentável e escalável sobre uma plataforma comum que permita suportar múltiplas soluções conversacionais.
• Colaborar de perto com Engenharia, Produto e outros Product Engineers para definir a melhor estratégia técnica e funcional para cada solução.
• Tomar decisões técnicas considerando os trade-offs entre velocidade de execução, escalabilidade e manutenibilidade.
• Participar ativamente de revisões de código, design de arquitetura e melhoria contínua das práticas de engenharia do time.

Implementation Specialist

• Deliver, configure, and deploy contact centre and enterprise telephony solutions, including SIP-based voice architecture, PBX, IVR, and CCaaS platforms, across customer environments
• Design, test, and implement scalable and secure voice solutions, translating customer requirements into low-level designs and production-ready deployments
• Own implementation workstreams across multiple projects, coordinating with internal teams and customers through build, test, and user acceptance phases
• Provide advanced troubleshooting and incident support for production voice platforms, including root cause analysis and remediation of SIP and media-related issues
• Act as a subject-matter expert on SIP servers, SIP trunking, telco interconnects, and carrier connectivity within customer and internal platforms
• Configure and support integrations between contact centre platforms and enterprise systems such as CRM, identity services (SSO/AD), and related tooling, primarily at a system and configuration level
• Support and troubleshoot browser-based communication use cases, including WebRTC signalling, media flow, and real-time voice delivery
• Read, understand, and reason about scripts and automation used by engineering teams to support delivery, troubleshooting, and operational efficiency
• Work closely with other Services Engineers, platform engineers, and AI teams to enable end-to-end delivery, including routing and managing audio streams for AI-driven use cases
• Stay current with evolving voice, CCaaS, and WebRTC technologies, proactively learning and applying new approaches to improve delivery speed and quality

Voice & CCaaS Services Engineer – Delivery & Implementation

Business Development Rep

• Investigar y prospectar cuentas objetivo en mercados B2B.
• Ejecutar secuencias de contacto vía correo, llamada, LinkedIn y otros canales.
• Calificar leads en base a criterios predefinidos (industria, tamaño, dolores, fit, etc.).
• Agendar reuniones con tomadores de decisión para los Account Executive.
• Asistir a eventos para generar leads.
• Registrar toda la actividad en el CRM y mantener información actualizada y ordenada.
• Compartir aprendizajes del mercado y ayudar a iterar sobre el playbook comercial.

Business Development Representative

Security Engineer

• Liderar el diseño de la estrategia, definición e implementación de mejoras de seguridad en el desarrollo de producto.
• Liderar un equipo de ciberseguridad en crecimiento, actualmente de 2 personas.
• Definir e implementar políticas internas de seguridad (física, operativa y de la información).
• Gestionar la obtención y renovación de certificaciones (PCI, ISO 27001 y su plan de mejora continua).
• Asegurar el cumplimiento de la nueva ley chilena de ciberseguridad y de las normativas vigentes de Brasil y México.
• Gestionar el programa recurrente de pentesting y tests de vulnerabilidad (semestral o más frecuente), definiendo quién los ejecuta y por qué.
• Impulsar la seguridad de endpoints de la compañía.
• Gestionar y mitigar riesgos, participando activamente en el comité de riesgos de la empresa.
• Ser el punto de contacto técnico en ciberseguridad frente a clientes y equipos internos, incluyendo comunicación directa con el CTO y reuniones mensuales con CEO y Sr. VP.

Security Lead, Senior

Revenue Operations

• Asegurar la salud financiera de la organización.
• Ser owner end-to-end del proceso de comisiones variables.
• Analizar el performance de territorios comerciales.
• Implementar sistemas de control de gestión.
• Liderar o participar en proyectos de automatización con AI.
• Desarrollar informes de reportería para proporcionar datos clave.

RevOps Specialist

Blockchain Engineer

• Design, build and evolve robust backend services and APIs that power Toku's cloud communications platform.
• Design and develop scalable distributed systems and microservices.
• Build and evolve event-driven systems using technologies such as Kafka or RabbitMQ.
• Develop backend integrations connecting Toku's platform with external communication providers.
• Develop and operate backend services on AWS using modern cloud-native engineering principles.
• Contribute to technical direction and improve architecture of backend systems.
• Own backend systems in production, including monitoring and continuous operational improvement.

Senior Software Engineer – Distributed Systems

Cloud Engineer

• Own the day-to-day operation, health, availability and continuous improvement of Toku's production MySQL databases running on AWS RDS
• Take ownership of production incidents, perform troubleshooting and root cause analysis, restore service quickly
• Identify repetitive operational work, evaluate where automation delivers the greatest value, and build scalable workflows and tooling
• Improve how database changes, production data fixes and operational requests are managed
• Partner closely with software engineers to understand application behaviour, investigate production issues, interpret logs
• Monitor and optimise database performance through query tuning, indexing strategies, capacity planning and proactive performance analysis
• Manage and continuously improve AWS database services, focusing on Amazon RDS
• Utilise monitoring platforms to identify trends, troubleshoot production issues
• Apply secure database practices, support audit readiness, and improve operational governance
• Support and continuously improve high availability and disaster recovery capabilities
• Participate in a shared on-call rotation, responding to production incidents outside normal business hours

Senior Cloud Database Engineer

Account Executive

• **Conduzir vendas consultivas complexas**, identificando dores e oportunidades em clientes enterprise, desenhando business cases e conectando essas necessidades à nossa plataforma de Payment Relationship Management (PRM).
• **Atuar como referência técnica e estratégica de pagamentos no Brasil**, retroalimentando produto e liderança com insights do mercado local.
• **Acompanhar a jornada completa do cliente — do diagnóstico à implementação**, garantindo que a solução seja integrada com sucesso e gere os resultados esperados.
• Ser o(a) **embaixador(a) da Toku** junto a CFOs, heads e decisores, assegurando uma experiência impecável em todas as etapas da venda e pós-venda inicial.

Support Engineer

• Monitor system health, service availability, and infrastructure alerts using internal tools and dashboards, proactively identifying disruptions and initiating response actions.
• Perform initial validation, testing, and diagnosis of incidents, and escalate issues quickly and accurately to the appropriate internal teams or external vendors.
• Diagnose common voice-related issues such as call failures and quality problems, determining whether issues are internal or supplier-related.
• Manage and respond to customer queries via asynchronous channels (e.g. Zendesk), ensuring timely, clear, and professional communication.
• Investigate issues using logs, browser console, and system behaviour for Toku’s browser-based products.
• Provide clear and timely updates to customers on issue status, maintenance activities, and system changes.
• Maintain high attentiveness to alerts and system behaviour, ensuring no critical issues are missed or delayed.
• Work closely with internal teams (engineering, infra, database) and external partners to resolve issues efficiently.
• Maintain accurate records of customer interactions, incidents, and resolutions within ticketing systems.
• Perform proactive and reactive testing of services, including validation of deployments and system changes.
• Assist with basic configuration tasks such as interconnection setup and route adjustments as required.

NOC & Technical Support Engineer – VoIP

• Venta consultiva. Cada deal es único y requiere entender en profundidad cómo opera el cliente, identificar sus fricciones de cobro, y construir un business case sólido que demuestre el impacto concreto de Toku. Este rol combina lo mejor de la consultoría estratégica con la ejecución comercial.
• Diagnosticar antes de proponer. Realizar discovery profundo con prospectos: entender sus flujos de cobro actuales, identificar fricciones operativas, cuantificar oportunidades no aprovechadas, y determinar dónde la orquestación de pagos puede generar valor real.
• Liderar el ciclo de venta completo. Desde la primera reunión hasta la negociación y cierre de propuestas comerciales con tomadores de decisión clave.
• Coordinar con equipos internos. Trabajar estrechamente con Producto, Operaciones y Customer Success para asegurar que las promesas comerciales se concreten en resultados medibles para los clientes.
• Contribuir al desarrollo comercial. Proponer mejoras al proceso de ventas, identificar nuevos segmentos de oportunidad, y ayudar a evolucionar nuestra propuesta de valor. Estamos siempre iterando el playbook — esperamos que aportes tu perspectiva para refinarlo.

Solutions Engineer

• Pre-sales solution engineering: Support and lead pre-sales activities for contact centre opportunities built on Amazon Connect and Cisco contact centre technologies.
• Customer engagement: Work closely with sales teams and customers to understand business requirements, position solutions effectively, and support opportunities throughout the sales cycle.
• Solution demonstrations: Design, configure, customise, and deliver compelling product demonstrations and proof-of-concept environments tailored to customer use cases.
• RFPs and technical proposals: Contribute to Requests for Proposal (RFPs), Requests for Information (RFIs), tenders, scope of work documentation, and professional services effort estimation.
• Technical consulting: Present and articulate contact centre solutions, technical concepts, and product capabilities to both technical and non-technical stakeholders.
• AWS Contact Centre technologies: Build and demonstrate Amazon Connect solutions and related AI-driven customer engagement features including Amazon Lex, Contact Lens, and Bedrock.
• Cisco Contact Centre solutions: Support Cisco contact centre opportunities involving technologies such as Webex Contact Center (WxCC), Unified Contact Center Enterprise (UCCE), and Unified Contact Center Express (UCCX).
• Demo customisation and configuration: Perform hands-on technical configuration and lightweight implementation work required to customise demos and showcase customer-specific workflows.
• Sales collaboration: Partner closely with account managers and sales teams to help progress opportunities, support customer discussions, and position solutions effectively.
• Customer relationship management: Build credibility and trusted relationships with customer stakeholders during the pre-sales engagement process.
• Continuous learning and growth: Stay up to date with developments in Contact Centre as a Service (CCaaS), AI-powered customer engagement technologies, and evolving cloud contact centre trends.

Engineering Manager

Senior Site Reliability Engineer / Cloud Engineer

Product Engineer

Product Engineer

Voice & CCaaS Services Engineer – Delivery & Implementation

Business Development Representative

Security Lead, Senior

RevOps Specialist

Senior Software Engineer – Distributed Systems

Senior Cloud Database Engineer

Account Executive

NOC & Technical Support Engineer – VoIP

Account Executive

Solutions Engineer – AWS, Cisco Contact Centre Solutions