Staff Software Engineer-Voice Connectivity

Description

The company's voice connectivity team links a customer's existing phone and contact center systems to its voice AI platform. This Staff role covers the full lifecycle: mapping SIP trunks, CTI links and CCaaS APIs, building and hardening signaling, media and event links, and verifying through tests and live monitoring that calls connect, stay up and transfer cleanly on real networks and carriers.

This is not a role for writing agent prompts or instructions. It is the base that voice AI agents depend on, since no agent can reach a caller without a dependable connection.

Success is measured by call setup rate, audio quality, latency and failover, not model output. Each customer's setup differs in providers, gateways, authentication and CCaaS quirks, so integrations must be resilient and easy to diagnose, with clear signals when part of the call path fails.

Responsibilities

• Design, build and run the SIP trunking, signaling and media links that join a customer's phone and CCaaS platform to the company's voice, CTI and native voice controls ecosystem.
• Implement and harden integrations using SIP, WebSocket and streaming media APIs, and real-time audio and event interfaces across providers including Genesys, NICE, Five9, Amazon Connect and Twilio, plus traditional CTI and PBX setups.
• Plan for call setup success, failover and graceful degradation across carriers, gateways and networks. Instrument the layer to track latency, jitter, packet loss and causes of dropped calls.
• Work on site inside customer telephony, CTI and CCaaS environments: map their architecture, set up and tune the connection, and fix live problems on their network and vendor stack.
• Make sure the audio, signaling and event streams are clean, well formed and fast enough for voice AI agents to run correctly, working alongside agent engineers rather than writing agent logic.
• Apply SIP security, media encryption, authentication and least-privilege access, and account for what regulated or high-security customers require.
• Turn customer telephony and CCaaS needs into testable specifications and integration runbooks with clear scope, constraints and acceptance criteria. Split work into tasks and review results for correctness and maintainability.
• Monitor connection health in live deployments, triage call path incidents, and feed recurring failures back into architecture and runbooks.
• Work with product, design and engineering, including voice AI agent engineers and the voice/CTI, CCaaS and native voice controls platform teams, to set integration requirements, weigh tradeoffs and explain capability and risk.

Requirements

• At least 8 years of production software experience, several of them in telephony, CTI or real-time communications.
• At least 2 years of experience deploying contemporary AI solutions at customers.
• A Staff-level track record of building, shipping and operating production telephony or CCaaS integrations, including connecting third-party telephony or CCaaS platforms to a hosted or cloud service.
• Hands-on experience integrating with several CCaaS platforms using SIP trunking and signaling, WebSocket and streaming media APIs, and real-time audio interfaces.
• Proven technical leadership: setting architecture direction across teams, mentoring engineers, and leading cross-team integration decisions on voice and telephony systems.
• Willingness to work directly with customers as a forward deployed engineer, embedded in their telephony and contact center environment.
• Bachelor's degree in computer science, software engineering or a related technical field, or equivalent practical experience.
• Advanced degrees or certifications are a plus, but they do not replace a proven record of shipping reliable production voice and telephony connectivity.
• Strong grasp of data structures, algorithms, system design, APIs, data modeling and testing.
• Practical knowledge of SIP, RTP/SRTP, WebRTC, codecs and media gateways, and how latency, jitter and packet loss affect live audio.
• Ability to design failover and graceful degradation across carriers and vendors, and to instrument, monitor and diagnose production connectivity faults.
• Working knowledge of how a hosted voice and agent ecosystem consumes audio, signaling and event streams, enough to build an integration it can rely on without building the agent logic.
• Ability to define integration problems precisely enough for another engineer to implement, with sound judgment on building versus integrating across vendor ecosystems.
• Working knowledge of telephony risks such as SIP security, media encryption, call recording, PII handling and over-broad access, turned into concrete guardrails and monitoring.
• Comfort working inside customer environments with incomplete information and fixed timelines, and clarity explaining capability, limits and risk to non-engineers.
• Desired: prior work as a forward deployed engineer, which is an advantage, or as a solution engineer or in professional services, delivering software inside customer environments.
• Desired: experience with SIP trunk provisioning, PSTN and carrier relationships, number porting, and codec-level audio handling below the application layer.
• Desired: deep, hands-on experience with one or more major CCaaS platforms such as Genesys, NICE, Five9 or Amazon Connect, beyond generic integration patterns.
• Desired: experience with tracing, monitoring and analysis tools for real-time communications systems, and analysis of production call data at scale.
• Desired: customer service, contact center or enterprise IT and telephony operations knowledge, deep enough to challenge a requirement rather than only implement it.

Conditions

For positions in this location, base pay is $166,500 to $291,400. This figure is a guideline, and total compensation varies with qualifications, skill level, competencies and work location.

Pay is based on the geographic location of the role and may change with work location.

Sales positions generally use an On Target Earnings incentive structure.

Work persona is flexible, remote or required in office, assigned by the nature of the work and work location. The company may use a third-party service to measure the distance from your home to the nearest office.

Benefits

• Equity where applicable, plus variable or incentive compensation.
• Health coverage and flexible spending accounts.
• 401(k) with company match and an employee stock purchase plan.
• Matching donations, a flexible time away plan and family leave programs.