Voice AI Integration Lead (SIP / Telephony)

Connected IT; Lancashire; On-site; GBP 90,000 - 130,000; Full time

Job summary

Connected IT in Manchester is expanding its engineering hub and seeks a senior Voice AI Integration Lead to bridge complex enterprise telephony systems with production AI. You will design, build, and troubleshoot integrations that enable real-time AI voice services in customer environments, while contributing to internal platform engineering for scalable, low-latency voice infrastructure.

Ideal candidates have deep SIP signalling knowledge, hands-on SBC experience, and a track record with major

Qualifications

• Deep, practical knowledge of SIP signalling and troubleshooting.
• Hands-on experience configuring and operating SBCs from major vendors.
• Proven experience with enterprise voice platforms (Cisco/Avaya/Genesys/NICE/Amazon Connect).

Responsibilities

• Lead technical discovery sessions and design SIP/SIPREC integrations for enterprise contact-centre environments.
• Diagnose and resolve complex SIP, RTP/media, SBC, TLS/SRTP, NAT/firewall issues.
• Represent the business credibly in technical design workshops with enterprise client teams.
• Drive improvements across the media path to reduce end-to-end latency and AI-agent response times.
• Convert one-off customer integrations into reusable platform capabilities.

Skills

SIP signalling

SBC integration

Voice platforms

Network analysis

Stakeholder communication

Tools

Wireshark

SIPp

Homer

Job description

Connected IT has exclusively partnered with a pioneering technology scale-up that builds enterprise Voice AI systems. Their cutting‑edge platform connects AI agents and agent‑assist technologies directly into real contact‑centre voice environments. They are currently undergoing significant growth and are expanding their dedicated engineering hub in Manchester.

The Role

Our client is seeking a senior, hands‑on Voice AI Integration Lead to act as the technical bridge between complex enterprise telephony systems and production AI.

This is not a traditional telecoms engineering / operations job, a generic PBX administration role, or a software developer position. You will lead the design, build, and troubleshooting of integrations that make real‑time AI voice services function seamlessly in customer environments. Beyond project delivery, you will dedicate a portion of your time to internal platform engineering, using what you learn from deployments to help ensure a resilient, highly reusable, and exceptionally low‑latency real‑time voice infrastructure.

Key Responsibilities

• Lead technical discovery sessions and design SIP/SIPREC and direct integration approaches for enterprise contact‑centre environments.
• Act as the senior technical escalation point to diagnose and resolve complex SIP, RTP/media, SBC, TLS/SRTP, NAT/firewall, and interoperability issues.
• Represent the business credibly in technical design workshops and production readiness discussions directly with external enterprise client teams.
• Drive continuous improvements across the media path to reduce end‑to‑end latency, optimising transcoding, jitter buffering, and AI‑agent response times.
• Convert one‑off customer integrations into reusable platform capabilities, adapter patterns, and automated diagnostics.

What You Need to Succeed (Core Requirements)

• Deep, practical knowledge of SIP signalling and troubleshooting (e.g. SDP negotiation, codec negotiation, packet loss, and jitter).
• Hands‑on experience integrating, configuring, and operating Session Border Controllers (SBCs) such as AudioCodes, Ribbon, Oracle, or Cisco CUBE.
• Proven experience working with voice platforms such as Cisco, Avaya, Alvaria, Genesys, NICE, or Amazon Connect.
• Confidence reading and diagnosing network issues using packet captures and traces via tools like Wireshark, SIPp, Homer, or vendor trace tools.
• Full right to work in the UK (no sponsorship is available), the ability to pass a DBS check, and the ability to travel to UK / Ireland on occasion for work purposes without visa restrictions.
• Excellent communication skills and the ability to engage with both technical and non-technical stakeholders.

Nice to Haves (Training Provided)

• Previous exposure to AI, LLMs, STT/TTS, or voicebots. Our client highly values deep, real‑time voice and telephony expertise over day‑one AI knowledge; they will provide comprehensive training on their AI stack.
• Experience implementing SIPREC in live contact‑centre environments.
• Scripting or automation experience (e.g., Python, Node.js, Bash, Terraform).