Voice & Telephony Systems Engineer

About Us Observe.AI is the enterprise-grade Customer Experience AI platform that unifies conversations, intelligence, and action to turn contact centers into performance engines. Built to optimize the full lifecycle of human and AI agents, Observe.AI enables enterprises to automate customer interactions, augment agent performance, and deliver governed AI at scale. On a single platform, Observe.AI combines Voice and Chat AI Agents, real-time AI Copilots, and Conversation Intelligence with 100% interaction coverage for quality, compliance, and performance management. Trusted by brands like DoorDash, Affordable Care, Signify Health, and Verida, Observe.AI delivers fast time-to-value, measurable ROI, and consistent, high-quality customer experiences across every channel. Why Join Us We are seeking an experienced Voice & Telephony Systems Engineer with strong expertise in CCaaS platform integrations, specifically with providers such as Avaya, Genesys, and similar systems to help build and optimize the voice infrastructure that powers next-generation AI-driven customer experiences. This role will focus on designing, implementing, and optimizing telephony and contact-center infrastructure to support next-generation IVR solutions. In this role, you’ll work across modern CCaaS platforms (Avaya, Genesys, NICE, Amazon Connect, etc.), design high-quality IVR and call-flow systems, and lead integrations that connect real-time telephony with our backend AI applications. The ideal candidate will have deep knowledge of SIP, SIPREC, SBCs, IVR technologies, and end-to-end call-flow design. This is a rare opportunity to shape the future of AI-powered voice experiences and build foundational systems at the center of our product innovation. What you’ll be doing Design, deploy, and maintain telephony integrations with CCaaS platforms (e.g., Avaya, Genesys, NICE, Cisco, etc.). Develop and support IVR (Interactive Voice Response) workflows, call routing logic, and voice automation solutions. Configure and troubleshoot SIP trunks, SIPREC recording integrations, and Session Border Controllers (SBCs) and related voice infrastructure. Work closely with software engineering teams to integrate telephony events with backend applications and APIs. Analyze call flows, call quality, latency and performance metrics to ensure system reliability and high service availability. Maintain and optimize voice infrastructure, including gateways, SIP proxies, and telephony servers. Collaborate with vendors and internal stakeholders to resolve complex telephony and CCaaS issues. Ensure compliance with security, regulatory, and quality standards across voice infrastructures. Create technical documentation, diagrams, and support materials for telephony architecture and processes. What you'll bring to the role 3-7+ years of experience as a Telephony Engineer, Voice Engineer, or similar role. Hands-on experience integrating with CCaaS platforms (Avaya, Genesys, NICE, Amazon Connect, or equivalent). Deep technical understanding of SIP, RTP, SIPREC, SBCs, VoIP fundamentals, and voice signaling flows. Strong experience with IVR development tools, call routing frameworks, or voice-based APIs. Strong troubleshooting skills to diagnose complex issues using packet capture tools (Wireshark, tcpdump). Familiarity with telecom protocols (e.g., TLS/SRTP, ENUM, DNS-SRV, WebRTC). Experience with cloud environments (AWS, Azure, GCP) is a plus. Excellent communication, documentation, and cross-team collaboration skills. Perks & Benefits Competitive compensation including equity Excellent medical, dental, and vision insurance options Flexible time off 10 Company holidays + Winter Break and up to 16-weeks of parental leave 401K plan Quarterly Lifestyle Spend Monthly Mobile + Internet Stipend Pre-tax Commuter Benefits Salary Range The base salary compensation range targeted for this full-time position is $170,000 - $200,000 per annum. Compensation may vary outside of this range depending on a number of factors, including a candidate’s qualifications, skills, competencies and experience. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives and equity (in the form of options). This salary range is an estimate, and the actual salary may vary based on the Company’s compensation practices. Our Commitment to Inclusion and Belonging Observe.AI is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. Observe AI does not make hiring or employment decisions on the basis of race, color, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender identity, sexual orientation, disability, age, military or veteran status, or any other basis protected by applicable local, state, or federal laws or prohibited by Company policy. Observe.AI also strives for a healthy and safe workplace and strictly prohibits harassment of any kind. We welcome all people. We celebrate diversity of all kinds and are committed to creating an inclusive culture built on a foundation of respect for all individuals. We seek to hire, develop, and retain talented people from all backgrounds. Individuals from non-traditional backgrounds, historically marginalized or underrepresented groups are strongly encouraged to apply. If you are ambitious, make an impact wherever you go, and you're ready to shape the future of Observe.AI, we encourage you to apply. For more information, visit www.observe.ai. #LI- Redwood City, CA (Hybrid)