Voice AI & CRM Automation Developer

SMA Support Services

15h•$50,000•Remote

About The Position

Build your career with SMA Support Services! We are a dynamic Business Process Outsourcing (BPO) company connecting talent with top-tier U.S. clients in construction and roofing. We invest in your success: Every new team member receives comprehensive, paid training to ensure you’re fully equipped and confident before supporting our clients. Ready to grow your career in a supportive, international environment? Join us—apply today!

Requirements

2+ years of experience working with GoHighLevel, CRM automation, conversational AI, or related automation platforms.
Hands-on experience configuring GoHighLevel workflows, triggers, pipelines, calendars, opportunities, custom fields, and CRM automations.
Experience building or managing Voice AI, conversational AI, AI calling agents, or automated phone systems.
Strong understanding of prompt engineering and conversational flow design, including qualification logic, objection handling, fallback responses, and human escalation.
Experience working with REST APIs, webhooks, JSON, OAuth/API authentication, and third-party integrations.
Familiarity with automation platforms such as Zapier, Make, or n8n.
Ability to analyze call transcripts, conversion metrics, and workflow performance to continuously improve Voice AI effectiveness.
Strong troubleshooting skills with the ability to diagnose issues across GHL, APIs, workflows, telephony, and external systems.
Strong documentation, communication, and problem-solving skills.
Ability to work independently, manage multiple automation initiatives, and translate business processes into reliable technical solutions.

Nice To Haves

Working knowledge of Twilio, LeadConnector, SIP/VoIP, or cloud telephony concepts is highly preferred.
Experience integrating AI services such as OpenAI or similar LLM-based platforms is an advantage.
Basic knowledge of JavaScript/TypeScript, Node.js, or another scripting language is highly preferred for custom integrations and advanced automation.

Responsibilities

Design, build, configure, and maintain Voice AI solutions within GoHighLevel (GHL) or AI Voice Platform for inbound and outbound calling workflows.
Develop conversational AI agents capable of handling lead qualification, appointment setting, follow-ups, customer inquiries, call routing, and reactivation campaigns, etc.
Create and optimize AI prompts, conversation flows, objection-handling logic, qualification criteria, and escalation paths to ensure natural and effective customer interactions.
Configure and maintain GHL Workflows, Automations, Triggers, Pipelines, Opportunities, Calendars, Forms, Custom Fields, and CRM integrations supporting Voice AI operations.
Integrate GHL with external platforms and services through APIs, webhooks, Zapier, Make, n8n, and custom integrations when required.
Manage telephony configurations, including phone numbers, call routing, inbound/outbound calling, forwarding, voicemail handling, and related Twilio/LeadConnector services.
Build automated workflows that update CRM records based on call outcomes, including disposition, lead status, appointment status, notes, tags, and follow-up activities.
Integrate Voice AI with internal and external systems to ensure accurate transfer of lead, customer, appointment, and call data.
Develop reporting and monitoring solutions for key Voice AI metrics such as call volume, answer rate, appointment conversion rate, qualification rate, transfer rate, call duration, outcomes, and cost per call.
Review call transcripts and recordings to identify opportunities to improve AI responses, latency, conversational accuracy, objection handling, and conversion performance.
Troubleshoot Voice AI, workflow, API, webhook, CRM synchronization, and telephony issues.
Implement safeguards for data privacy, access control, call consent, recording requirements, and secure handling of customer information.
Document technical configurations, workflows, integrations, AI prompts, and troubleshooting procedures.
Collaborate with Operations, Sales, Marketing, Technology, and other stakeholders to translate business requirements into scalable GHL Voice AI solutions.
Continuously evaluate new GHL, Voice AI, and conversational AI capabilities and recommend improvements that increase automation, speed-to-lead, coverage, and operational efficiency.