Principal Systems Analyst collaborating with business partners and development teams at Fidelity. Ensuring successful delivery of program milestones in a fast - paced environment.
About the role
- Voice & Telephony Systems Engineer designing VoIP infrastructure at Observe.AI. Optimizing telephony integrations for AI-driven customer experiences using CCaaS platforms.
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.
Requirements
- 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.
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
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Tech skills
Location requirements
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