Staff Software Engineer_Voice Connectivity

Description

The team builds and runs the connection between a customer's existing telephony and contact center (CCaaS) setup and the company's voice platform, covering SIP trunks, CTI links, and CCaaS-specific APIs.

The role covers the full lifecycle: mapping the customer's systems, building and hardening signaling, media, and event integrations, and testing and monitoring in production to confirm calls connect, stay up, and transfer cleanly on real networks and carrier lines.

This is not a role for writing the prompts or instructions that shape voice AI agent behavior. It is the base those agents run on, since no agent can reach a live caller without a reliable connection.

Success is measured by call setup rate, audio quality, latency, and failover behavior rather than model output, so the connection must hold under real carrier, network, and vendor conditions.

Every customer's telephony and CCaaS setup is different, so integrations must be resilient, clearly diagnosable, and report which segment of the call path has failed, rather than working only against a reference stack.

Responsibilities

• Design, build, and run the SIP trunking, signaling, and media integrations that link a customer's telephony and CCaaS platform to the company's voice and CTI ecosystem.
• Build and harden integrations using SIP trunking, WebSocket and streaming media APIs, and real-time audio and event interfaces across CCaaS providers such as Genesys, NICE, Five9, Amazon Connect, and Twilio, as well as traditional CTI and PBX setups.
• Plan for call setup success, failover, and graceful degradation across carriers, media gateways, and network conditions, and monitor latency, jitter, packet loss, and causes of dropped calls.
• Work inside customer telephony, CTI, and CCaaS environments as a forward deployed engineer, mapping their architecture, setting up and tuning the connection, and fixing live issues on their network and vendor stack.
• Make sure the audio, signaling, and event streams are clean, well formed, and fast enough for the voice AI agents to run correctly, working with agent engineers without building the agents yourself.
• Implement SIP security, media encryption, authentication, and least-privilege access, and account for what regulated or high-security customers require.
• Turn customer telephony and CCaaS requirements into testable specifications and integration runbooks with clear scope, constraints, and acceptance criteria, then break the work into tasks and review the results for correctness and maintainability.
• Watch connectivity health across live deployments, handle call-path incidents, and feed recurring failure patterns back into architecture and runbooks.
• Work with product managers, agent engineers, and the Voice/CTI, CCaaS, and Native Voice Controls platform teams to set integration requirements, agree on tradeoffs, and explain capabilities and risks clearly.

Requirements

• Have a track record at Staff Software Engineer level of building, shipping, and operating production telephony or CCaaS integrations, including hands-on delivery of connections between third-party telephony or CCaaS platforms and a hosted or cloud service.
• Have direct, hands-on experience integrating with CCaaS platforms using SIP trunking, WebSocket and streaming media APIs, and real-time audio interfaces across more than one CCaaS provider.
• Show technical leadership by setting architecture direction across teams, mentoring engineers, and guiding cross-team integration decisions for voice and telephony systems.
• Be ready to work directly with customers as a forward deployed engineer inside their telephony and contact center environment.
• Typically have 8+ years of production software experience, several of them in telephony, CTI, or real-time communications.
• Hold a bachelor's degree in computer science, software engineering, or a related technical field, or have equivalent practical experience.
• Have strong fundamentals in data structures, algorithms, system design, APIs, data modeling, and testing.
• Have hands-on experience with SIP trunking and signaling, WebSocket and streaming media APIs, and real-time audio interfaces across providers such as Genesys, NICE, Five9, Amazon Connect, and Twilio, plus traditional CTI and PBX systems.
• Understand SIP, RTP/SRTP, WebRTC, codecs, media gateways, and how latency, jitter, and packet loss affect live audio.
• Can design for failover and graceful degradation across carriers and vendors, and can instrument, monitor, and diagnose connectivity problems in production.
• Understand how a hosted voice and agent platform consumes audio, signaling, and event streams well enough to build an integration it can rely on, without writing the agent logic.
• Can define integration problems precisely enough for another engineer to implement correctly and judge when to build versus integrate across vendor ecosystems.
• Know telephony-specific risks such as SIP security, media encryption, call recording and PII handling, and over-broad access, and can turn them into concrete guardrails and monitoring.
• Work comfortably inside customer telephony environments with incomplete information and fixed timelines, and explain capability, limits, and risk to non-engineers.
• Have at least 8 years of software engineering experience, with at least 2 years deploying contemporary AI solutions at customers.
• Advanced degrees or certifications are a plus, but they do not replace a proven record of shipping reliable production voice and telephony connections.
• Desired: prior work as a forward deployed engineer, solution engineer, or in professional services, delivering software inside a customer's environment, is an advantage.
• Desired: experience with SIP trunk provisioning, PSTN and carrier relationships, number porting, and codec-level audio work 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, and analysis of production call and connectivity data at scale.
• Desired: background in customer service, contact center operations, or enterprise IT or telephony operations, deep enough to challenge a requirement and not just build it.

Conditions

Base pay for this role in this location is $166,500 to $291,400, with possible equity, variable or incentive pay, and benefits.

Pay depends on location and on factors such as qualifications, skill level, and competencies, and the guideline range may change.

Sales roles use a different incentive structure, with On Target Earnings (OTE), but this role is not a sales position.

Work setting is flexible, remote, or in office, depending on the role and work location, and is set by the company.

Eligibility for a work setting may be checked by measuring the distance between your home and the nearest company office using a third-party service.

Benefits

• Health plans, including flexible spending accounts.
• 401(k) plan with a company match.
• Employee stock purchase plan.
• Matching donations.
• Flexible time away and family leave programs.