Voice AI Solutions Engineer (Remote)

smasupportservices; United States; Remote; USD 63,000 - 77,000; Full time

Benefits offered by this job

Work-from-home setup

Job summary

SMA Support Services in the United States remote role seeks a Voice AI Solutions Engineer to design, build, and maintain Voice AI agents for inbound/outbound calling. You will join client calls to scope builds, demo agents, map call flows, and estimate per-minute costs.

Develop agents for lead qualification, appointments, and support with robust prompts and integrations. You will configure telephony, manage A2P 10DLC registrations, ensure TCPA compliance, and optimize performance through

Qualifications

• 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.

Responsibilities

• 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.

Skills

Voice AI platforms

Twilio / SIP/VoIP

REST APIs / Webhooks

Prompt engineering

CRM integration (GHL/HubSpot/Salesfoce

Tools

Vapi

Retell AI

Bland

Synthflow

GoHighLevel

Job description

Voice AI Solutions Engineer

Location: Remote

Build your career with SMA Support Services!

We are a dynamic Business Process Outsourcing (BPO) company connecting 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?

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.

Qualifications

• 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