Voice & CCaaS Services Engineer – Delivery & Implementation

🕒 Janeiro 22

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Toku

SiteLinkedInTodas as Vagas

51 - 200 funcionários

📡 Telecomunicações

☁️ SaaS

💰 $5.000.000 Series A em 2022-10

Telecommunications • SaaS • AI

A Toku é uma empresa especializada em soluções de comunicação impulsionadas por IA, com foco especialmente no engajamento do cliente e em telefonia empresarial. Eles oferecem uma ampla gama de produtos, incluindo plataformas de IA conversacional, agentes de voz com IA e soluções de telefonia empresarial para plataformas como Microsoft Teams e Zoom Phone. Seus serviços também incluem ferramentas de engajamento do cliente, como centrais de contato, gerenciadores de campanhas e sistemas de gestão de feedback. A Toku está particularmente focada em aprimorar a experiência do cliente (CX) na região APAC, com soluções personalizadas para enfrentar os desafios únicos de linguagem e comunicação da área. Além disso, a Toku fornece soluções de comunicação embutidas, como voz programável e mensagens, verificação de usuário e mascaramento de números para melhorar a segurança e a eficiência nas comunicações com os clientes. Eles atendem a diversos setores, incluindo governo, fintech, seguros e viagens, com o objetivo de oferecer experiências digitais omnicanal e sem interrupções.

Descrição

• Deliver, configure, and deploy contact centre and enterprise telephony solutions, including SIP-based voice architecture, PBX, IVR, and CCaaS platforms, across customer environments. • Design, test, and implement scalable and secure voice solutions, translating customer requirements into low-level designs and production-ready deployments. • Own implementation workstreams across multiple projects, coordinating with internal teams and customers through build, test, and user acceptance phases. • Provide advanced troubleshooting and incident support for production voice platforms, including root cause analysis and remediation of SIP and media-related issues. • Act as a subject-matter expert on SIP servers, SIP trunking, telco interconnects, and carrier connectivity within customer and internal platforms. • Configure and support integrations between contact centre platforms and enterprise systems such as CRM, identity services (SSO/AD), and related tooling, primarily at a system and configuration level. • Support and troubleshoot browser-based communication use cases, including WebRTC signalling, media flow, and real-time voice delivery. • Read, understand, and reason about scripts and automation used by engineering teams to support delivery, troubleshooting, and operational efficiency. • Work closely with other Services Engineers, platform engineers, and AI teams to enable end-to-end delivery, including routing and managing audio streams for AI-driven use cases. • Stay current with evolving voice, CCaaS, and WebRTC technologies, proactively learning and applying new approaches to improve delivery speed and quality.

🎯 Requisitos

• 5+ years of practical experience in services engineering, voice engineering, or contact centre solution delivery, with a strong emphasis on implementation, deployment, and production environments. • Strong hands-on experience with SIP servers and SIP-based voice architecture, including SIP trunking, telco interconnects, and carrier connectivity. • Practical experience with at least one major contact centre or CCaaS platform such as Avaya, Genesys, Cisco, or Amazon Connect. • Proven ability to troubleshoot complex voice and media issues in production environments at L3 level. • Hands-on familiarity with WebRTC concepts and the ability to discuss and troubleshoot browser-based real-time communications. • Experience delivering PBX and IVR solutions as part of contact centre or enterprise voice implementations. • Solid experience working with Linux-based systems and voice platforms such as FreeSWITCH, Asterisk, or similar is a plus for this role. • Ability to read, understand, and reason about Python or similar scripts used for automation, diagnostics, or integration support. • Experience supporting system-level integrations with enterprise platforms such as CRM or client systems, primarily through configuration and coordination rather than custom application development. • A proactive, ownership-driven approach to work, with a demonstrated willingness to learn new technologies and improve delivery outcomes.

🏖️ Benefícios

• Training and Development • Discretionary Yearly Bonus & Salary Review • Healthcare Coverage based on location • 20 days Paid Annual Leave (15 days for Malaysia based roles), plus other leave allowances