AI Contact Center (CCaaS) Support Engineer - (Two Positions)

Contivio; Irvine (CA); On-site; USD 70,000 - 90,000; Full time

Job summary

A leading telecommunications company is seeking two Support Engineers (one Senior and one Junior) to join their team in Irvine, CA. Responsibilities include troubleshooting VoIP issues, documenting product defects, and liaising with engineering teams. Candidates should have strong VoIP knowledge, customer-first mindset, and 2-3 years of relevant experience for the Senior role. Full-time, onsite position with a competitive salary and benefits package.

Qualifications

• 2-3+ years of experience with VoIP / CCaaS platforms for senior role.
• 1-2 years of relevant experience for junior role.
• Strong understanding of SIP, RTP, STUN, HTTP, TCP/IP.

Responsibilities

• Triage and resolve customer issues related to VoIP platforms.
• Document and escalate product defects to Engineering.
• Act as a liaison between customers and Engineering teams.

Skills

VoIP knowledge

Customer-first mindset

Troubleshooting skills

Technical communication

Networking fundamentals

Education

BS/BA in Computer Science or Communications Engineering

Tools

Wireshark

Ping

Traceroute

Job description

AI Contact Center (CCaaS) Support Engineer - (Two Positions)

Contivio is a global leader in AI-ready enterprise SaaS contact center and telephony solutions. Our patented toolbar and CRM integration technologies power multi-channel, AI-capable communication platforms that help businesses improve sales and customer support.

We’re hiring two Support Engineers (one Senior and one Junior) to join our U.S. operations onsite at our Irvine, CA headquarters. This is not a remote position. Local candidates or those willing to commute daily are strongly preferred.

The ideal candidate has a strong VoIP or CCaaS background, thrives in a fast-paced, customer-driven environment, and takes ownership of deliverables and deadlines. For the senior position, we’re especially looking for someone who can lead the Irvine-based team and ensure technical and customer success.

Responsibilities

• Triage, troubleshoot, and resolve customer issues related to Contivio’s VoIP and contact center platform.
• Reproduce, document, and elevate product defects to Engineering.
• Act as a liaison between customers, Engineering, and Product teams.
• Lead by example in accountability, customer satisfaction, and technical excellence.
• Contribute to our knowledge base through documentation and videos.
• Collaborate with global teams in the U.S., Egypt and Australia.

Requirements

• BS/BA in Computer Science, Communications Engineering, or equivalent experience.
• 2–3+ years of hands-on experience with VoIP / Contact Center platforms (e.g., Five9, InContact, DialPad, Avaya, Cisco, etc.) for senior role.
• 1–2 years of relevant technical experience or transferable skills for junior role.
• Strong understanding of SIP, RTP, STUN, HTTP, TCP/IP.
• Solid networking fundamentals: routing, switching, NAT, QoS, firewalls.
• Experience using Wireshark, ping, traceroute, and similar tools.
• Proven ability to troubleshoot remotely and communicate clearly with customers.
• Customer-first mindset and accountability for deliverables and timelines.

Preferred (Senior Role)

• Experience leading or mentoring technical teams.
• Familiarity with CRM-integrated telephony or CCaaS platforms.
• Demonstrated success meeting project deadlines under pressure.

Location and Compensation

• Location: Onsite at Contivio HQ, Irvine, CA (local candidates strongly preferred)
• Competitive salary based on experience, performance-based bonuses, and full benefits package.

How to Apply

Apply via LinkedIn and email a short note to [e-mail] including:

• Your hands-on VoIP experience (tools, protocols, and projects)
• Confirmation that you are local to or can commute to Irvine, CA
• Why you’re excited to join Contivio

Applicants who exaggerate their VoIP or CCaaS experience will be technically tested during the hiring process.

Seniority level

Entry level

Employment type

Full-time

Job function

Information Technology

Industries

Telecommunications

Contivio is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or veteran status.