Voice AI Solutions Engineer

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Create, develop, configure, and sustain Voice AI agents for both inbound and outbound calls.

• Participate in sales and client discussions to outline project requirements, conduct live demonstrations, map call flows, and estimate costs per minute.

• Design agents for lead qualification, appointment scheduling, follow-up communication, customer support, routing, warm transfers, and reactivation initiatives.

• Compose and enhance system prompts, conversation flows, tool/function interactions, objection responses, fallback replies, and escalation pathways.

• Select and adjust LLM, speech-to-text, text-to-speech, voice modulation, interruption handling, endpointing, and latency configurations.

• Set up and oversee telephony systems, SIP trunks, number provisioning and porting, call routing, forwarding, voicemail detection, and live transfers.

• Manage A2P 10DLC registration and compliance, encompassing Brand and Campaign registration while addressing rejected or suspended campaigns.

• Oversee caller reputation and deliverability, including STIR/SHAKEN, CNAM, spam-likely remediation, number rotation, and toll-free verification processes.

• Ensure compliance with TCPA regulations, consent protocols, DNC lists, calling hour limitations, and state-specific AI disclosure mandates.

• Integrate agents with CRMs, calendars, and external systems using APIs, webhooks, automation tools, and custom solutions.

• Develop automations that update CRM records based on call outcomes.

• Construct reports for Voice AI metrics such as call volume, answer rate, connect rate, qualification rate, appointment conversion, transfer rate, duration, latency, and cost.

• Analyze recordings and transcripts, enhance performance, and conduct A/B testing on prompts and voices.

• Troubleshoot issues related to Voice AI, telephony, SIP, A2P, webhooks, and CRM synchronization.

• Assist the Voice AI Onboarding & Integrations Specialist with intricate API tasks and advanced agent developments.

• Document configurations, prompts, telephony setups, A2P registrations, integrations, and troubleshooting methodologies.

• Collaborate with Operations, Sales, Marketing, and client teams.

• Assess new Voice AI platforms, models, voices, and telephony features to recommend enhancements.

⛳️ Requirements

• A portfolio is required, including links to live demo agents or call recordings along with write-ups or Loom walkthroughs.

• Minimum of 2 years experience in creating Voice AI agents, conversational AI, or automated phone systems.

• Practical experience with Vapi, Retell AI, Bland, Synthflow, or comparable Voice AI platforms.

• Demonstrated experience with A2P 10DLC registration, including Brand and Campaign approvals and handling rejection resolutions.

• Solid understanding of Twilio, Telnyx, or similar carriers; SIP/VoIP; call routing; number provisioning; and porting processes.

• Knowledge of STIR/SHAKEN, CNAM, spam-likely remediation, and toll-free verification is highly preferred.

• Familiarity with TCPA regulations, consent, call-recording laws, and DNC compliance.

• Strong grasp of prompt engineering and conversational flow design, covering function calling, qualification logic, objection management, and human escalation.

• Experience with REST APIs, webhooks, JSON, and OAuth/API authentication protocols.

• Acquainted with tools like Zapier, Make, or n8n, and GoHighLevel or another CRM.

• Basic understanding of JavaScript/TypeScript, Node.js, or Python is highly preferred.

• Comfortable engaging in client and sales discussions, defining requirements, demonstrating agents, and clarifying technical considerations.

• Ability to analyze transcripts, call data, and associated costs.

• Strong troubleshooting capabilities across Voice AI platforms, telephony carriers, APIs, and CRMs.

• Excellent documentation, communication, and problem-solving skills.

• Capability to work independently, manage multiple client projects, and translate business processes into technical solutions.

🏝️ Benefits

• Comprehensive, paid training program.

• Compensation begins on the first day of training.

• Government-mandated benefits included.

• 13th-month pay provided.

• Health Maintenance Organization (HMO) coverage.

• Possibility of transitioning to a permanent position based on performance.

• Memorial Plan offered.

• Paid leave benefits.

• Incentives based on attendance and performance.

• Work-from-home arrangement available.