Senior Voice Solutions Engineer

Contivio; Irvine (CA); Presencial; USD 80 000 - 110 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Competitive salary

Bonuses tied to KPIs

Full benefits package

Resumo da oferta

Contivio is seeking a candidate to implement their Cloud Contact Center and manage customer expectations effectively. The ideal applicant has over 5 years of experience in VoIP solutions and a solid understanding of troubleshooting complexities around telephony integrations.

This role is crucial in ensuring seamless operations for our clients while collaborating with various teams to enhance service delivery. The position is based in Irvine, CA, with competitive salaries and a full benefits package.

Qualificações

• 5+ years of hands-on experience with VoIP and cloud contact center solutions.
• Expertise in SIP, RTP, TCP/IP, and telephony technologies.
• Proven ability in diagnosing complex networking issues.

Responsabilidades

• Implement and configure the Contivio Cloud Contact Center.
• Troubleshoot complex customer issues regarding VoIP and telephony integrations.
• Enhance product documentation based on user feedback and engineering specifications.

Conhecimentos

Implementation of Cloud Contact Center

VoIP troubleshooting

SIP and networking knowledge

Customer communication

Formação académica

Bachelor of Computer Science or equivalent

Ferramentas

Wireshark

Salesforce

Genesys Cloud

Descrição da oferta de emprego

Contivio is a global leader in AI-ready enterprise SaaS contact center & telephony solutions. Our patented CRM integration technologies were designed specifically for businesses looking for sophisticated, user-friendly, multi-channel, and AI-capable ways to drive sales and improve customer support.

Our ideal candidate will:

• Implement and configure Contivio Cloud Contact Center as part of customer projects and professional services engagements, ensuring alignment with customer requirements and industry best practices
• Enable our customers to attain exemplary outcomes from Contivio’s platform by collating their needs, managing expectations and ‘owning’ the delivery technical outcome so it aligns to those expectations
• Troubleshoot, and resolve complex customer issues related to VoIP, contact center operations, telephony integrations, networking, and application functionality.
• Investigate voice quality, call routing, SIP signaling, carrier connectivity, and network-related issues using diagnostic tools and packet analysis.
• Collaborate with customers, telecommunications providers, and internal teams to diagnose and resolve issues involving number provisioning, porting, call delivery, SMS/10DLC, and related services.
• Reproduce, document, and escalate product defects and complex technical issues to Engineering, providing detailed analysis, logs, traces, and recommended next steps.
• Effectively communicate customer feedback, operational requirements, and product enhancement requests to Engineering and Product Management.
• Serve as a subject matter expert for voice, contact center, and telecommunications-related issues, collaborating with colleagues to resolve complex customer challenges.
• Identify recurring customer issues and create knowledge base articles, troubleshooting guides, FAQs, and training materials to improve customer and team self-service capabilities.
• Enhance existing product documentation and create new technical documentation based on engineering specifications, product releases, and customer feedback.
• Contribute to continuous improvement initiatives by identifying trends, recommending process improvements, and helping reduce recurring customer issues.

As a key contributor to the Professional Services Team, we are looking for a passionate, self-managed individual who can work well with a cohesive team to help us delight our customers and grow our business.

Key Requirements:

• Bachelor of Computer Science, Telecommunications, Communications Engineering, or equivalent industry experience.
• 5+ years of hands‑on experience implementing, supporting, or operating cloud contact center and VoIP solutions.
• Experience with platforms such as Five9, NICE inContact, Dialpad, Genesys Cloud, Avaya, Cisco Contact Center, Amazon Connect, or similar.
• Expert knowledge of SIP, RTP, SRTP, TCP/IP, DNS, DHCP, STUN, WEBRTC, and related voice technologies.
• Strong understanding of contact center concepts including IVR, ACD, skills‑based routing, call queues, outbound dialers, call recording, and CTI integrations.
• Experience working with telecommunications carriers, SIP trunk providers, DID provisioning, number porting, 10DLC registration, CNAM, STIR/SHAKEN, and E911 services.
• Advanced troubleshooting skills using Wireshark, SIP traces, packet captures, and network diagnostic tools.
• Strong networking knowledge including routing, switching, firewalls, NAT, VPNs, QoS, and WAN connectivity.
• Proven ability to diagnose and resolve complex voice quality, call routing, carrier interconnect, and network‑related issues.
• Experience supporting integrations with CRM platforms such as Salesforce, NetSuite, Dynamics 365, Zendesk, or HubSpot.
• Serve as a subject matter expert for VoIP, contact center, and telecommunications‑related issues, collaborating with colleagues to resolve complex customer challenges.
• Contribute to team knowledge by documenting solutions and sharing best practices.
• Excellent written and verbal communication skills with the ability to explain technical concepts to both technical and non‑technical audiences.
• Experience with CCaaS, UCaaS, telecommunications carriers, managed service providers, or VoIP service providers is highly desirable

This role is located at our corporate headquarters in Irvine, CA. Contivio’s primary development hub is Sydney, Australia and with customers in over 40 countries, we continue to expand globally. We pay very competitive salaries in line with your experience, bonuses tied to KPIs and a full benefits package.

Contivio is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans’ status or any other characteristic protected by law.