retell-ai - Telephony Engineer - Remote

• Integration Ownership: Manage and collaborate with customers to support complex SIP integrations with CCaaS/CPaaS platforms like NiCE, Five9, Avaya, Genesys, Amazon Connect, Twilio, and Telnyx, while driving future platform integrations. • Advanced Troubleshooting: Investigate and debug call failures via PCAP analysis, SIP traces, and carrier logs to improve reliability. • Enterprise Support Frontline: Act as the primary technical point of contact for enterprise clients post-onboarding. • Product Advocacy: Translate customer technical feedback and friction points into actionable product improvements for our development teams. • YOU MIGHT THRIVE IF • Have 5+ years as a Telephony Engineer, VoIP Engineer, or equivalent low-latency networking role. • Have deep understanding of the SIP Protocol (RFC 3261), RTP (media) debugging voice quality issues with PCAPs and trace tools such as Wireshark/TShark. • Strong Networking fundamentals.(TCP/IP/TLS, DNS, Firewalls). • Familiarity with modern CPaaS/cloud communication platforms (e.g., Twilio, Plivo, Telnyx). • Ability to write or modify basic scripts (e.g., Python, Bash, JavaScript). Automate routine troubleshooting tasks. • Exceptional ability to guide premium clients through complex setups and communicate technical issues clearly. • Familiarity with Asterisk/FreeSWITCH/Kamailio or relevant SIP proxy / SIP servers is a plus.