Senior Voice Solutions Engineer

Irvine

Requirements - ----------- ### Must have: ### - We require a bachelors degree in Computer Science, Telecommunications, Communications Engineering, or equivalent practical experience. - We look for 5+ years of hands-on experience implementing, supporting, or operating cloud contact center and VoIP solutions. - We value experience with platforms such as Five9, NICE inContact, Dialpad, Genesys Cloud, Avaya, Cisco Contact Center, Amazon Connect, or comparable systems. - We expect deep, practical knowledge of SIP, RTP, SRTP, TCP/IP, DNS, DHCP, STUN, WebRTC, and related voice technologies. - We need a strong grasp of contact center fundamentals, including IVR, ACD, skills-based routing, call queues, outbound dialing, call recording, and CTI integrations. - We require experience working with telecom carriers and SIP trunk providers, including DID provisioning, number porting, 10DLC registration, CNAM, STIR/SHAKEN, and E911 services. - We expect advanced troubleshooting capability with Wireshark, SIP traces, packet captures, and network diagnostics. - We need solid networking expertise covering routing, switching, firewalls, NAT, VPNs, QoS, and WAN connectivity. - We look for a proven ability to diagnose and resolve complex voice quality, call routing, carrier interconnect, and network issues. - We value experience supporting CRM integrations with platforms such as Salesforce, NetSuite, Dynamics 365, Zendesk, or HubSpot. - We expect strong written and verbal communication skills, with the ability to explain technical topics to both technical and non-technical audiences. - Experience with CCaaS, UCaaS, telecommunications carriers, managed service providers, or VoIP service providers is highly desirable. - Candidates should be comfortable with a highly technical interview process that includes SIP/VoIP, telephony, networking, and contact center architecture. Responsibilities: - ---------------- - We implement and configure Contivio Cloud Contact Center for customer projects and professional services engagements, ensuring alignment with customer needs and best practices. - We gather customer requirements, manage expectations, and own the technical delivery outcome to help achieve strong results on our platform. - We troubleshoot and resolve complex issues involving VoIP, contact center operations, telephony integrations, networking, and application behavior. - We investigate voice quality, call routing, SIP signaling, carrier connectivity, and network problems using diagnostic tools and packet analysis. - We collaborate with customers, telecom providers, and internal teams to resolve issues related to number provisioning, porting, call delivery, SMS/10DLC, and similar services. - We reproduce, document, and escalate product defects and advanced technical issues to Engineering with detailed analysis, logs, traces, and recommended next steps. - We communicate customer feedback, operational needs, and product enhancement requests to Engineering and Product Management. - We act as a subject matter expert for voice, contact center, and telecommunications-related issues. - We create knowledge base articles, troubleshooting guides, FAQs, and training materials to improve self-service for customers and internal teams. - We enhance existing documentation and produce new technical content based on engineering specifications, product releases, and customer feedback. - We contribute to continuous improvement by identifying trends, recommending process refinements, and reducing recurring customer issues. - ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ Company: - ------- We are Contivio, a global leader in AI-ready enterprise SaaS contact center and telephony solutions, with patented CRM integration technology built for sophisticated, user-friendly, multi-channel, AI-capable sales and customer support environments. This is a full-time, in-person role based at our corporate headquarters in Irvine, California, while our primary development hub is in Sydney, Australia. We serve customers in more than 40 countries and offer very competitive pay of $80,000 to $120,000 per year, bonuses tied to KPIs, health insurance, paid time off, and a full benefits package. As part of our Professional Services team, we are looking for a self-managed, collaborative professional who can help us delight customers and grow our business. Candidates should expect a highly technical hiring process and a standard background check before an offer is extended. We are an equal opportunity employer. - --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------