Voice & CCaaS Services Engineer – Delivery & Implementation

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Toku

WebsiteLinkedInAll Job Openings

51 - 200 employees

📡 Telecommunications

☁️ SaaS

💰 $5M Series A on 2022-10

Telecommunications • SaaS • AI

Toku is a company that specializes in AI-powered communication solutions, focusing particularly on customer engagement and business telephony. They offer a wide range of products, including conversational AI platforms, AI voice agents, and business telephony solutions for platforms like Microsoft Teams and Zoom Phone. Their services also include customer engagement tools such as contact centers, campaign managers, and feedback management systems. Toku is particularly focused on enhancing customer experience (CX) in the APAC region with solutions tailored to address unique language and communication challenges in the area. Additionally, Toku provides embedded communication solutions like programmable voice and messaging, user verification, and number masking to enhance security and efficiency in client communications. They cater to various industries including government, fintech, insurance, and travel, aiming to provide omnichannel and seamless digital experiences.

📋 Description

• 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

🎯 Requirements

• Strong hands-on experience with SIP servers and SIP-based voice architecture, including SIP trunking, telco interconnects, and carrier connectivity • 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 • 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

🏖️ Benefits

• 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