Voice AI Solutions Engineer

SMA Support Services; United States; Remote; USD 63,000 - 77,000; Full time

Benefits offered by this job

Project-based employment

Work-from-home setup

Salary offer: 70,000 gross per year

Pay begins on day 1 of training

Government-mandated benefits, 13th‑mth

Job summary

SMA Support Services is hiring a Voice AI Specialist to design, build, and maintain AI agents for inbound and outbound calls. You will join client calls to scope builds, map call flows, and estimate per-minute costs.

You will develop conversational agents for lead qualification, appointments, and customer support, write prompts, and tune the voice stack. Strong integration with CRMs and APIs is essential.

Qualifications

• 2+ years building Voice AI agents or conversational AI.
• Hands-on experience with Voice AI platforms listed.
• A2P 10DLC registration and brand/campaign approvals experience.
• Knowledge of telephony carriers and SIP/VoIP provisioning.
• Understanding TCPA, DNC, and consent laws for calling/SMS.
• Prompts, flows, and escalation handling design experience.
• APIs, webhooks, JSON, OAuth authentication basics.
• CRM integrations and Zapier/Make/n8n familiarity.

Responsibilities

• Design, build and maintain Voice AI agents for inbound/outbound calls.
• Join client calls to scope builds and demo agents.
• Develop conversational flows and prompt engineering for conversion.
• Configure telephony and A2P registrations and compliance.
• Integrate with CRMs and external systems via APIs/webhooks.
• Create automations updating CRM records from call outcomes.
• Produce reporting on key Voice AI metrics.
• Troubleshoot Voice AI, telephony, and CRM sync issues.

Skills

Voice AI

Platform integration

Conversation design

APIs & webhooks

CRM integrations

REST APIs

Zapier/Make/n8n

JavaScript/TypeScript

Node.js

Python

Education

Experience-based qualification

Tools

Vapi

Retell AI

Bland

Synthflow

GoHighLevel

Twilio

Telnyx

SIP/VoIP

REST APIs

Job description

Build your career with SMA Support Services!

We are a dynamicBusiness Process Outsourcing (BPO) companyconnecting talent with top-tier U.S. clients in construction and roofing.

We invest in your success: Every new team member receives comprehensive, paid training to ensure you’re fully equipped and confident before supporting our clients.

Ready to grow your career in a supportive, international environment?

Qualifications

Portfolio required. Share links to live demo agents or call recordings you built, plus short write-ups or Loom walkthroughs of telephony setups, A2P approvals, and CRM integrations you delivered.

• 2+ years of experience building Voice AI agents, conversational AI, or automated phone systems.
• Hands-on experience with Vapi, Retell AI, Bland, Synthflow, or similar Voice AI platforms.
• Proven experience with A2P 10DLC registration, including getting Brands and Campaigns approved and fixing rejections.
• Strong working knowledge of Twilio, Telnyx, or similar carriers, plus SIP/VoIP, call routing, number provisioning, and porting.
• Understanding of STIR/SHAKEN, CNAM, spam-likely remediation, and toll-free verification is highly preferred.
• Working knowledge of TCPA, consent, call-recording laws, and DNC compliance for outbound calling and SMS.
• Strong understanding of prompt engineering and conversational flow design, including function calling, qualification logic, objection handling, and human escalation.
• Experience with REST APIs, webhooks, JSON, and OAuth/API authentication.
• Familiarity with Zapier, Make, or n8n, and with GoHighLevel or another CRM.
• Basic knowledge of JavaScript/TypeScript, Node.js, or Python is highly preferred for custom tools, webhooks, and middleware.
• Comfortable on client and sales calls: able to scope requirements, demo agents, and explain technical trade-offs in plain language.
• Ability to analyze transcripts, call metrics, and costs to continuously improve agent performance.
• Strong troubleshooting skills across Voice AI platforms, telephony carriers, APIs, and CRMs.
• Strong documentation, communication, and problem-solving skills.
• Ability to work independently, manage multiple client builds at once, and translate business processes into reliable technical solutions.

Primary Task

• Design, build, configure, and maintain Voice AI agents on platforms such as Vapi, Retell AI, Bland, Synthflow, and GoHighLevel (GHL) Voice AI for inbound and outbound calling.
• Join sales and client calls to scope Voice AI builds, run live demos, map call flows, and estimate per‑minute costs.
• Develop conversational agents that handle lead qualification, appointment setting, follow‑ups, customer support, call routing, warm transfers, and reactivation campaigns, etc.
• Write and optimize system prompts, conversation flows, tool/function calls, objection‑handling logic, fallback responses, and human escalation paths so calls sound natural and convert.
• Select and tune the voice stack: LLM (OpenAI, Anthropic, etc.), speech‑to‑text (Deepgram, etc.), text‑to‑speech (ElevenLabs, Cartesia, PlayHT, etc.), voices, interruption sensitivity, endpointing, and latency settings.
• Configure and manage telephony, including Twilio, Telnyx, Vonage, and SIP trunks; phone number provisioning and porting; inbound/outbound routing; call forwarding; voicemail detection; and transfers to live agents.
• Own A2P 10DLC registration and compliance, including Brand and Campaign registration, use‑case selection, sample messages, opt‑in/opt‑out flows, carrier vetting, and resolving rejected or suspended campaigns.
• Manage caller reputation and deliverability: STIR/SHAKEN attestation, CNAM/branded caller ID, spam‑likely flag remediation, number rotation, and toll‑free verification.
• Ensure calling and texting comply with TCPA, call‑recording consent rules, DNC lists, calling‑hour restrictions, and state‑specific AI disclosure requirements.
• Integrate Voice AI agents with CRMs (GHL, HubSpot, Salesforce), calendars, and external systems through APIs, webhooks, Zapier, Make, n8n, and custom integrations.
• Build automations that update CRM records from call outcomes, including disposition, lead status, appointment status, call summary, transcript, tags, and follow‑up tasks.
• Build reporting for key Voice AI metrics such as call volume, answer rate, connect rate, qualification rate, appointment conversion rate, transfer rate, average call duration, latency, and cost per call/minute.
• Review call recordings and transcripts to improve AI responses, latency, accuracy, objection handling, and conversion performance; run A/B tests on prompts and voices.
• Troubleshoot Voice AI, telephony, SIP, A2P, webhook, and CRM sync issues, including dropped calls, one‑way audio, high latency, failed transfers, and carrier filtering.
• Support the Voice AI Onboarding & Integrations Specialist on complex custom API work and advanced agent builds for partners.
• Document agent configurations, prompts, telephony setups, A2P registrations, integrations, and troubleshooting procedures.
• Collaborate with Operations, Sales, Marketing, and client teams to turn business requirements into reliable, scalable Voice AI solutions.
• Continuously evaluate new Voice AI platforms, models, voices, and telephony features, and recommend improvements that increase automation, speed‑to‑lead, and margin per call.

Offer

• Project‑based employment

• Work‑from‑home setup

• Salary offer is at 70,000 gross

• Pay begins on day 1 of training

• Government‑mandated benefits, 13th‑month pay

• HMO

• Based on performance, the employee may be absorbed to a regular position and will be entitled to benefits such as:

  • Memorial Plan, and other benefits
  • Paid Leaves
  • Attendance and performance‑based incentives