Telephony Engineer - Remote

Retell AI • San Francisco, CA

2d • $25 - $45 • Remote

About The Position

We are seeking a Telephony Engineer to who will own the technical success of our telephony integrations, act as the first line of defense for advanced enterprise telephony support, and drive seamless post-onboarding experiences. Your work will directly impact call quality, reliability, and customer experience. You’ll move fast, collaborate with customers, and help define the gold standard for AI voice infrastructure.

Requirements

• 5+ years as a Telephony Engineer, VoIP Engineer, or equivalent low-latency networking role.
• 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.

Nice To Haves

• Familiarity with Asterisk/FreeSWITCH/Kamailio or relevant SIP proxy / SIP servers is a plus.

Responsibilities

• 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.
• Investigate and debug call failures via PCAP analysis, SIP traces, and carrier logs to improve reliability.
• Act as the primary technical point of contact for enterprise clients post-onboarding.
• Translate customer technical feedback and friction points into actionable product improvements for our development teams.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed