Voice/Telephony Infrastructure Specialist

About the Company: Netomi is the leading agentic AI platform for enterprise customer experience. We work with the largest global brands like Delta Airlines, MetLife, MGM, United, and others to enable agentic automation at scale across the entire customer journey. Our no-code platform delivers the fastest time to market, lowest total cost of ownership, and simple, scalable management of AI agents for any CX use case. Backed by WndrCo, Y Combinator, and Index Ventures, we help enterprises drive efficiency, lower costs, and deliver higher quality customer experiences
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About the Role: This specialist role focuses on the telephony and voice infrastructure underpinning the IVR system. The consultant will dive deep into call routing, network, and audio pathways to diagnose and improve voice quality and latency issues. They will complement the core tech team by providing expertise in VoIP optimization, ensuring that the IVR calls are crisp, clear, and low-latency end-to-end. Responsibilities Voice Network Analysis: Analyze the telephony architecture (Amazon Connect voice channels, SIP trunks, AudioCodes SBC, network paths) to pinpoint causes of poor audio quality or delays. Tackle common VoIP challenges – identifying and resolving network latency, jitter, packet loss, echo, and other call quality issues that may affect the customer experience. Quality Optimization: Implement or recommend optimizations for voice traffic: e.g. adjusting QoS settings, codec configurations, or AWS region routing to minimize latency. Ensure that voice quality metrics (MOS scores, latency, jitter stats) are within acceptable ranges for a smooth conversational experience. Leverage Amazon Connect's QualityMetrics or similar tools to monitor call performance and troubleshoot issues. SIP/Telephony Configuration: Review and fine-tune SIP transfer setups and telephony integration. Verify that call transfer flows (to agents or between systems) via SIP are configured for reliability and minimal delay. Work with the AudioCodes systems to ensure the SBC is properly set for optimal voice throughput and security. Vendor Collaboration: Engage with external telephony providers or AWS support as needed to resolve underlying network or platform issues. For complex or persistent voice issues, coordinate escalations with carriers or cloud providers, leveraging expert contacts to expedite fixes. Provide guidance to the internal team on telephony best practices and ensure any vendor recommendations are implemented. Documentation & Knowledge Transfer: Document any changes made to voice network settings, along with troubleshooting guides for future reference. Mentor the internal technical staff on maintaining voice infrastructure quality, so the improvements are sustainable after the contract period. Requirements 8 years in VoIP/telephony engineering, network engineering, or related roles, with a track record of optimizing call quality in VoIP or contact center environments. In-depth knowledge of SIP protocol, RTP media streaming, and network factors affecting voice (latency, jitter, QoS). Hands-on experience with cloud contact center platforms or IP telephony systems. Familiarity with Amazon Connect is a strong plus, but experience with similar platforms (Genesys Cloud, Cisco/Avaya, Twilio Voice) is acceptable. Direct experience with AudioCodes SBCs or VoiceAI integration, and with speech services (ASR/TTS engines), will be advantageous. Demonstrated ability to perform root-cause analysis on voice quality issues – comfortable using tools like packet analyzers (Wireshark), network monitors, or cloud call analytics to dissect call flows. Able to interpret call logs and metrics to isolate problems (e.g. recognizing when latency is due to network vs. application). Strong problem-solving and vendor management skills. Has collaborated with telecom carriers or cloud support to resolve issues, and can navigate provider escalations effectively. Possibly has industry certifications (e.g. CCNP Collaboration, VoIP certifications) that underpin their expertise in voice network design and troubleshooting. Good communication skills in an advisory context. Can clearly explain technical findings and recommendations to the team and work alongside engineers to implement fixes. Big-picture mindset to ensure that voice infrastructure changes align with the overall IVR system needs and business expectations for call quality. Netomi is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics.

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