Voice Support Engineer New

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

Voice Support Engineer

Customers and operators worldwide rely on our voice services. You’re their technical go-to, solving root causes and helping build AI-powered support!

Details

• Location: Breda
• Salary: 3250 - 4500
• Level: Junior
• Team: Connect

What drives us

We turn every customer interaction into an opportunity. We connect conversations, customer data and payments with AI Agents so that companies can deliver personal customer journeys at scale: both online and in person.

“The entire customer journey. One platform”

What We Value

Every CM.com colleague, connects to our 4 shared values:

• Drive and Lead You take initiative, make decisions and recognize opportunities. Making mistakes is part of moving forward.
• Grow and Learn The growth of our colleagues and our customers is our priority. You like to experiment, learn continuously and actively share knowledge and insights with others.
• Together and Care We work together and we believe that diverse perspectives lead to stronger outcomes. You value the social side of work, you show genuine interest and care about one another’s well-being.
• Speed and Change By welcoming AI Agents into our organisation, we fundamentally change how work is done. You are comfortable with change and you love working in a high paced environment.

The Role

As a Voice Support Engineer, you’ll be the technical point of contact for customers and operators around the world who rely on our voice services. This isn’t a ticket-closing role: you’ll own the quality of our support by finding the patterns behind the tickets and removing them at the source. With our support ever evolving, you’ll have a real say in how we do support in the future.

• Resolve voice-related tickets from customers and operators globally, with clear communication and a focus on getting to the root cause.
• Identify recurring issues and repetitive manual work, and turn those insights into concrete improvements that cut ticket volume and handling time.
• Fix the problems you uncover yourself where you can, and collaborate with the development team to design and implement solutions where you can’t.
• Document solutions, troubleshooting steps, and known issues so customers can find answers on their own and colleagues don’t solve the same problem twice.
• Shape our support processes, (AI) tooling, and ways of working, setting the standard for how we handle support as we grow.
• Use AI tools actively to improve your own work: experiment, automate, and share what works with your team.

Who you are

• A Bachelor’s or Master’s degree (HBO/WO) in a technical field, or equivalent experience
• A hands-on, can-do mentality and the drive to fix problems rather than work around them
• An analytical mindset, with the ability to find the root cause behind issues
• The ability to juggle multiple complex support cases at once
• Knowledge of VoIP systems, SIP, RTP or computer networking (a plus)
• Experience with support ticket processes, ideally in Jira Service Management (a plus)
• Clear written communication, so your documentation and customer replies are easy to follow
• Fluency in Dutch and English, both written and spoken
• Genuinely curious about AI: You’re actively experimenting with the newest models / products to supercharge yourself at work.

What We Offer

• Onboarding: Join our unique 3-days Global Onboarding program in our Headquarters in Breda, a deep dive into the culture of CM.com.
• Healthy food: Daily healthy lunches and snacks to keep you energized.
• Effortless commute: The Shuttle mobility card, commuting allowance and Lease-a-bike options get you where you need to be. We have CM company cars that you can use for client visits as well.
• Invest in your future: A solid pension plan.
• Time off: Recharge with 25 vacation days, plus the option to purchase 10 additional days.
• Own your success: Become a shareholder with our Employee Share Purchase Program.
• Your Development: We support your growth and development through initiatives like the CM Academy, Udemy courses, exclusive meetups with thought leaders, the Young Professional Program, and our own CM Business Adventure (CMBA), ensuring you’re always learning and evolving
• Vitality: Our Vitality Team organizes a year-round vitality program to support a healthy body and mind for all colleagues. Think of stress prevention workshops, ergonomist visit, weekly bootcamps, yoga sessions and our CM sports day.
• Together at CM.com: Weekly drinks, board game nights, karaoke throwdowns, yearly ski trip, and more! We have something for everyone.

Our diverse perspectives fuel innovation and drive us forward. We welcome everyone, regardless of age, background, or beliefs.

Before you apply

We work on-site, move fast, and expect you to bring your own thinking. Priorities shift, AI is actively changing how we work and we embrace that reality. If that sounds like a great environment to you, we'd love to hear from you.

Note: For this position, we can only consider candidates who already hold a permanent work and residence permit for the Netherlands.