Observe.AI · 2 weeks ago
Voice & Telephony Systems Engineer
Redwood City, CA
Full-time
Hybrid
Mid, Senior Level
$170K/yr - $200K/yr
3+ years expObserve.AI is the leading AI agent platform for customer experience. They are seeking an experienced Voice & Telephony Systems Engineer to design, implement, and optimize telephony and contact-center infrastructure to support next-generation IVR solutions.
Artificial Intelligence (AI)Customer ServiceMachine LearningNatural Language ProcessingSaaSSpeech Recognition
Responsibilities
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
Qualification
Required
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)
Excellent communication, documentation, and cross-team collaboration skills
Preferred
Experience with cloud environments (AWS, Azure, GCP) is a plus
Benefits
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
Company
Observe.AI
Observe.AI builds AI Agents for Customer Service
201-500 employees
H1B Sponsorship
Observe.AI has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
2024 (2)
2022 (1)
2021 (2)
Funding
Current Stage
Growth StageTotal Funding
$214.02MKey Investors
SoftBank Vision FundMenlo VenturesScale Venture Partners
2022-04-12Series C· $125M
2020-09-15Series B· $54M
2019-12-10Series A· $26M
Leadership Team
Jithendra Vepa
Co-founder & CTO
Jason Turpin
VP of Product
Recent News
2025-06-05
Company data provided by crunchbase