VOIP Support Engineer

TL;DR

VOIP Support Engineer: Making high-stakes decisions and leading troubleshooting efforts to resolve critical telecommunications issues and architect bespoke solutions with an accent on strategic vendor relationships, regulatory compliance, and customer influence. Focus on mastering complex telecommunications channels, real-time problem-solving under pressure, and driving platform improvements through expert guidance.

Location: Hybrid in Hyderabad, India. Flexibility to work across multiple time zones, with a particular emphasis on aligning with US business hours.

Company

hirify.global is the global leader in AI-powered customer experience assurance, providing a unified platform for continuous testing and monitoring across voice, digital, messaging, and conversational AI channels.

What you will do

• Make high-stakes, real-time decisions to resolve critical telecommunications issues.
• Develop and maintain strategic relationships with 100+ telecommunications vendors, impacting multi-million-dollar contracts.
• Lead time-sensitive troubleshooting efforts for high-priority enterprise clients.
• Architect bespoke telecommunications solutions in collaboration with Sales and Pre-sales teams.
• Influence customer decisions and strategies related to telecommunications solutions.
• Serve as the telecommunications subject matter expert, collaborating with Infrastructure, DevOps, Engineering, and Product teams.

Requirements

• 5+ years of extensive experience in Telecommunications or Contact Centre domains.
• Ability to make high-stakes decisions quickly and effectively in a complex, fast-paced environment.
• Comprehensive mastery of telecommunications channels and Network Services (Voice/PSTN, Mobile/SMS, WebRTC, MPLS, AWS, SBCs).
• Expertise in live troubleshooting of critical issues within a complex platform environment.
• Deep understanding of telecommunications regulatory frameworks, particularly in the US and EU markets.
• Proven track record in strategic vendor management and negotiation.

Culture & Benefits

• Culture shaped by values: Delivering Excellence, Innovating Boldly, Integrity First, and Embracing Curiosity.
• Dedicated to fostering a workplace that embodies equal opportunity and champions Diversity, Equity, Inclusion, and Belonging (DEIB).
• Empowerment to experiment, learn, and grow in a dynamic environment.
• Opportunity to collaborate globally and continuously strive to improve.
• Commitment to ensuring every touchpoint works flawlessly and every AI interaction solves customer problems.