Voice AI Integration Lead (SIP / Telephony)

Connected IT; Wootton Bridge; On-site; GBP 95,000 - 120,000; Full time

Job summary

Connected IT, partnering with a technology scale-up, seeks a senior Voice AI Integration Lead to bridge enterprise telephony and production AI. You will lead the design, build and troubleshooting of real-time AI voice integrations in customer environments.

You will also contribute to internal platform engineering to create reusable components and low-latency voice infrastructure. UK/Ireland travel and DBS clearance are required.

Qualifications

• Hands-on experience with SIP signaling, SDP negotiation and codec negotiation.
• Experience configuring and operating SBCs such as AudioCodes, Ribbon, Oracle or Cisco CUBE.
• Proven track record with voice platforms (Cisco, Avaya, Genesys, NICE, Amazon Connect).
• Ability to read packet captures and traces for troubleshooting.
• Right to work in the UK and DBS check; willingness to travel to UK/Ireland.

Responsibilities

• Lead discovery sessions and design SIP/SIPREC approaches for enterprise contact-centre environments.
• Act as senior escalation point to diagnose SIP, RTP/media, SBC, TLS/SRTP, NAT/firewall issues.
• Represent the business credibly in design workshops and production readiness with client teams.
• Drive improvements across the media path to reduce latency and improve AI response times.
• Convert integrations into reusable platform capabilities and automated diagnostics.

Skills

SIP signalling

SBC administration

Voice platforms

Wireshark analysis

Networking diagnostics

Stakeholder communication

Tools

Wireshark

SIPp

Homer

Vendor trace tools

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).