Voice & Telephony Systems Engineer

Voice & Telephony Systems Engineer

Join Observe.

AI to build the next generation of AI‑driven customer experiences. The role focuses on designing, implementing, and optimizing telephony and contact‑center infrastructure for our AI agents.

Observe.

AI is the leading AI agent platform for customer experience. We enable enterprises to deploy AI agents that automate customer interactions, delivering natural conversations and predictable outcomes. Our platform combines advanced speech understanding, workflow automation, and enterprise‑grade governance to execute end‑to‑end workflows with AI agents, guide and augment human agents, and analyze 100 % of interactions for insights, coaching, and quality management.

We are looking for an experienced Voice & Telephony Systems Engineer with expertise in CCaaS platform integrations (Avaya, Genesys, NICE, Amazon Connect, etc.). This rare opportunity will allow you to shape the future of AI‑powered voice experiences and build foundational systems at the center of product innovation.

• Design, deploy, and maintain telephony integrations with CCaaS platforms.
• Develop and support IVR workflows, call routing logic, and voice automation solutions.
• Configure and troubleshoot SIP trunks, SIPREC recording integrations, SBCs, and related voice infrastructure.
• Collaborate with software engineering teams to integrate telephony events with backend applications and APIs.
• Analyze call flow, 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.
• Work with vendors and stakeholders to resolve complex telephony and CCaaS issues.
• Ensure compliance with security, regulatory, and quality standards.
• Create technical documentation, diagrams, and support materials.

• 3‑7+ years of experience as a Telephony Engineer, Voice Engineer, or similar role.
• Hands‑on experience integrating with CCaaS platforms.
• Deep technical understanding of SIP, RTP, SIPREC, SBCs, VoIP fundamentals, and voice signaling flows.
• Experience with IVR development tools and voice‑based APIs.
• Strong troubleshooting skills, including packet capture tools (Wireshark, tcpdump).
• Familiarity with telecom protocols (TLS/SRTP, ENUM, DNS‑SRV, WebRTC).
• Cloud experience (AWS, Azure, GCP) is a plus.
• Excellent communication, documentation, and cross‑team collaboration skills.

• Competitive compensation, including equity.
• Excellent medical, dental, and vision insurance.
• Flexible time off and 401K plan.
• Quarterly lifestyle spend and monthly mobile + internet stipend.
• Pre‑tax commuter benefits.

Base salary: $170,000 – $200,000 per annum
. Compensation may vary based on qualifications and experience. The base pay is part of the total package, which may include discretionary bonuses and equity.

Observe.

AI is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. We do not make hiring or employment decisions on the basis of race, color, religion, gender, sexual orientation, disability, age, veteran status, or any other protected basis. We are committed to a healthy and safe workplace, strictly prohibiting harassment of any kind. We welcome all people, celebrate diversity, and encourage individuals from non‑traditional backgrounds to apply.

Seniority level:
Mid‑Senior

Employment type:

Full‑time

Job function:
Information Technology

Industries:
Software Development

Redwood City, CA (Hybrid)