Global Voice Support Engineer - AI-Driven Root Cause

EventsIT; Breda; On-site; EUR 36,000 - 50,000; Full time

Benefits offered by this job

Onboarding program

Healthy lunches

Commute options

Pension plan

Vacation days (25)

Stock purchase program

CM Academy & development

Vitality program

Social events

Job summary

CM.com in Breda is seeking a Voice Support Engineer to be the technical go-to for customers and operators worldwide. You’ll own support quality by identifying patterns in tickets and removing root causes at the source.

The role emphasizes VoIP/SIP/RTP knowledge, strong written communication, and fluency in Dutch and English. You’ll work on process improvement and AI-driven tooling while collaborating with a global team.

Qualifications

• Bachelor’s or Master’s degree in a technical field or equivalent experience.
• Hands-on, can-do mentality with drive to fix problems.
• Analytical mindset with ability to find root causes.
• Ability to juggle multiple complex support cases simultaneously.
• Knowledge of VoIP systems, SIP, RTP or computer networking (a plus).
• Experience with Jira Service Management (a plus).
• Clear written communication for documentation and customer replies.
• Fluency in Dutch and English, both written and spoken.
• Genuinely curious about AI and eager to experiment with new models/products.

Responsibilities

• Resolve voice-related tickets from customers and operators globally with clear communication and root-cause focus.
• Identify recurring issues and automate improvements to cut ticket volume and handling time.
• Collaborate with the development team to design and implement solutions when needed.
• Document solutions, troubleshooting steps and known issues for self-service and team reuse.
• Shape support processes, AI tooling, and working methods as we grow.
• Use AI tools to improve your own work and share effective approaches with the team.

Skills

VoIP knowledge

Documentation

Communication (written)

Dutch & English fluency

AI curiosity

Education

Bachelor’s or Master’s degree in technical field

Tools

Jira Service Management

Job description

CM.com in Breda is seeking a Voice Support Engineer to be the technical go-to for customers and operators worldwide. You’ll own support quality by identifying patterns in tickets and removing root causes at the source.

The role emphasizes VoIP/SIP/RTP knowledge, strong written communication, and fluency in Dutch and English. You’ll work on process improvement and AI-driven tooling while collaborating with a global team.