Voice & Telephony Systems Engineer (AI)

TL;DR

Voice & Telephony Systems Engineer (AI): Designing, implementing, and optimizing voice and contact-center infrastructure for AI-driven customer experiences with an accent on CCaaS platform integrations, IVR solutions, and call flow design. Focus on integrating real-time telephony with backend AI applications, troubleshooting complex issues, and ensuring system reliability.

Location: Hybrid in Redwood City, CA

Salary: $170,000 - $200,000 per annum

Company

Observe.AI is an AI agent platform for customer experience, enabling enterprises to automate customer interactions and analyze human and AI interactions.

What you will do

• Design, deploy, and maintain telephony integrations with CCaaS platforms (e.g., Avaya, Genesys, NICE, Cisco).
• 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).
• 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.
• Ensure compliance with security, regulatory, and quality standards across voice infrastructures.

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).

Nice to have

• Experience with cloud environments (AWS, Azure, GCP).

Culture & 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 and Pre-tax Commuter Benefits.
• Quarterly Lifestyle Spend and Monthly Mobile + Internet Stipend.