Role Summary

We are seeking a skilled Telephony Integration Specialist to lead the end-to-end integration of on-premise cloud contact center (CCaaS) voice systems with our Voice AI platform. This fully remote role involves working closely with a Voice AI engineer and a backend full-stack developer to connect major cloud telephony providers (e.g. Genesys Cloud, RingCentral, Ozonetel) into our on-premise environment. The Telephony Integration Specialist will design, deploy, and maintain SIP/VoIP networks and interfaces (SIP proxies, media servers, SBCs, PSTN gateways, etc.) to bridge these cloud platforms with our Voice AI infrastructure. Candidates should have a proven track record of successful CCaaS integrations and be comfortable managing complex voice networks and APIs. This mid-level (or higher) position does not require any specific degree or certification, but it does demand substantial hands-on telephony experience. This is a 100% remote position.

Key Responsibilities:

- Design and Deploy Telephony Networks: Build and configure SIP/VoIP networks (trunks, proxies, media servers) and session border controllers (SBCs) that link cloud contact-center platforms to our on-premise infrastructure.

- PSTN Connectivity: Set up and manage PSTN integration (SIP trunking, DID provisioning, carrier relationships) so that inbound and outbound calls flow correctly through CCaaS systems.

- API Integration: Implement and manage telephony APIs and call-control interfaces for providers (e.g. RingCentral Voice API, Genesys Cloud APIs, Ozonetel API) to programmatically place, receive, and control calls.

- Voice AI Collaboration: Work with the Voice AI engineer to route live calls into the AI/IVR engine. Ensure that call audio is delivered via appropriate protocols (e.g. WebRTC or SIP) into the AI platform.

- Backend Integration: Collaborate with backend developers to tie telephony events (call status updates, recordings, transcripts, etc.) into backend systems, databases, or analytics.

- Testing & Troubleshooting: Conduct end-to-end testing of call flows and telephony features. Use tools like packet capture (e.g. Wireshark) and SIP trace analysis to troubleshoot and optimize call quality and connectivity.

- Documentation: Create and maintain clear documentation of network designs, call flow diagrams, and operational procedures.

Required Skills and Experience:

- Experience: 3+ years in telephony, VoIP, or contact-center engineering roles (mid-level or higher). Demonstrated success integrating on-premise telecom systems with cloud CCaaS platforms is essential.

- Telephony Protocols: Deep knowledge of SIP, SDP, RTP, WebRTC, and related VoIP technologies. Familiarity with audio codecs and call routing logic is required.

- SIP Trunking & SBCs: Hands-on experience configuring SIP trunks and Session Border Controllers to connect enterprise networks to cloud telephony or PSTN.

- Telephony APIs: Proficiency with voice API platforms (e.g. RingCentral, Genesys APIs, Ozonetel, etc.). Ability to implement call control features programmatically.

- Cloud CCaaS Platforms: Prior work with major CCaaS solutions (Genesys Cloud CX, RingCentral Contact Center, Ozonetel CloudAgent, etc.) is strongly preferred.

- Open-Source Telephony (Preferred): Strong hands-on experience with Asterisk or FreeSWITCH for building SIP endpoints, call routing, IVRs, conferencing, and media handling. Familiarity with Kamailio/OpenSIPS for SIP proxy/load balancing is a plus.

- Voice AI/IVR Integration: Familiarity with voice assistant frameworks (e.g. Dialogflow, Lex, Nuance, Rasa) and how to connect them with live calls is a plus.

- Networking & Security: Solid networking skills, including TCP/IP, VPN/IPsec, firewall rules for SIP/RTP traffic. Experience setting up secure tunnels for WebRTC or SIP media traffic.

- Systems & Scripting: Comfortable on Linux/Windows servers, writing scripts (e.g. Python, Bash) for automation, and using version control. Experience with Docker/Kubernetes or virtualization for telephony services is a bonus.

- Tools: Experience with VoIP diagnostics tools (Wireshark, VoIPmonitor, sipp, etc.).

- Soft Skills: Strong problem-solving and analytical skills. Excellent written/verbal communication, able to document complex systems clearly. Self-motivated and able to work independently in a remote team setting.

Benefits:

- Remote Work: 100% remote role with flexible hours.

- Competitive Compensation: Salary and performance bonuses, commensurate with experience.

- Professional Growth: Opportunities for training and certification in AI, cloud telephony, and related technologies.

- Innovative Environment: Work on cutting-edge voice AI and contact-center projects with a collaborative, forward-thinking team.