Voice AI Solutions Engineer

SMA Support Services

7d • Remote

About The Position

SMA Support Services is hiring a Voice AI Solutions Engineer to design, build, configure, and maintain Voice AI agents for inbound and outbound calls. The role works across Voice AI platforms, telephony, compliance, integrations, and CRM systems to deliver solutions for lead qualification, appointments, follow-ups, customer support, call routing, transfers, and reactivation campaigns.

The engineer joins sales and client calls to scope requirements, demonstrate agents, map call flows, and estimate costs. They configure conversational prompts and flows, select and tune components of the voice stack, manage telephony and A2P registration, support caller reputation and deliverability, and ensure calling and texting practices comply with applicable requirements. They also integrate agents with CRMs, calendars, and external systems; build reporting and automations; review call recordings and transcripts to improve performance; troubleshoot technical issues; and document solutions. The position supports the Voice AI Onboarding & Integrations Specialist on complex API work and advanced agent builds, and collaborates with Operations, Sales, Marketing, and client teams.

This is project-based employment with a work-from-home setup. The salary offer is 70,000 gross, and pay begins on the first day of training. The company provides comprehensive paid training, government-mandated benefits, 13th-month pay, and HMO. Based on performance, the employee may be absorbed into a regular position and become eligible for a Memorial Plan, paid leaves, attendance and performance-based incentives, and other benefits.

Requirements

• Provide a portfolio with links to live demo agents or call recordings, plus short write-ups or Loom walkthroughs of telephony setups, A2P approvals, and CRM integrations delivered.
• At least 2 years of experience building Voice AI agents, conversational AI, or automated phone systems.
• Hands-on experience with Vapi, Retell AI, Bland, Synthflow, or similar Voice AI platforms.
• Proven experience with A2P 10DLC registration, including obtaining Brand and Campaign approvals and addressing rejections.
• Working knowledge of Twilio, Telnyx, or similar carriers, as well as SIP/VoIP, call routing, number provisioning, and porting.
• Working knowledge of TCPA, consent, call-recording laws, and DNC compliance for outbound calling and SMS.
• Strong understanding of prompt engineering and conversational-flow design, including function calling, qualification logic, objection handling, and human escalation.
• Experience with REST APIs, webhooks, JSON, and OAuth/API authentication.
• Familiarity with Zapier, Make, or n8n, and with GoHighLevel or another CRM.
• Comfort with client and sales calls, including scoping requirements, demonstrating agents, and explaining technical trade-offs in plain language.
• Ability to analyze transcripts, call metrics, and costs to improve agent performance.
• Strong troubleshooting skills across Voice AI platforms, telephony carriers, APIs, and CRMs.
• Strong documentation, communication, and problem-solving skills.
• Ability to work independently, manage multiple client builds at once, and translate business processes into reliable technical solutions.

Nice To Haves

• Understanding of STIR/SHAKEN, CNAM, spam-likely remediation, and toll-free verification.
• Basic knowledge of JavaScript/TypeScript, Node.js, or Python for custom tools, webhooks, and middleware.

Responsibilities

• Design, build, configure, and maintain Voice AI agents on platforms such as Vapi, Retell AI, Bland, Synthflow, and GoHighLevel Voice AI for inbound and outbound calling.
• Join sales and client calls to scope Voice AI builds, run live demos, map call flows, and estimate per-minute costs.
• Develop conversational agents for lead qualification, appointment setting, follow-ups, customer support, call routing, warm transfers, and reactivation campaigns.
• Write and optimize system prompts, conversation flows, tool and function calls, objection-handling logic, fallback responses, and human escalation paths.
• Select and tune voice-stack components, including LLMs, speech-to-text and text-to-speech systems, voices, interruption sensitivity, endpointing, and latency settings.
• Configure and manage telephony, including carriers and SIP trunks, phone-number provisioning and porting, call routing and forwarding, voicemail detection, and transfers to live agents.
• Own A2P 10DLC registration and compliance, including Brand and Campaign registration, use-case selection, sample messages, opt-in and opt-out flows, carrier vetting, and resolving rejected or suspended campaigns.
• Manage caller reputation and deliverability, including STIR/SHAKEN attestation, CNAM or branded caller ID, spam-likely flag remediation, number rotation, and toll-free verification.
• Ensure calling and texting comply with TCPA, call-recording consent rules, DNC lists, calling-hour restrictions, and state-specific AI disclosure requirements.
• Integrate Voice AI agents with CRMs, calendars, and external systems through APIs, webhooks, automation tools, and custom integrations.
• Build automations that update CRM records with call outcomes, dispositions, lead and appointment status, summaries, transcripts, tags, and follow-up tasks.
• Build reporting for Voice AI metrics such as call volume, answer and connect rates, qualification and appointment conversion rates, transfer rate, average call duration, latency, and cost per call or minute.
• Review call recordings and transcripts, improve agent responses and performance, and run A/B tests on prompts and voices.
• Troubleshoot Voice AI, telephony, SIP, A2P, webhook, and CRM synchronization issues, including dropped calls, one-way audio, high latency, failed transfers, and carrier filtering.
• Support the Voice AI Onboarding & Integrations Specialist on complex custom API work and advanced agent builds for partners.
• Document agent configurations, prompts, telephony setups, A2P registrations, integrations, and troubleshooting procedures.
• Collaborate with Operations, Sales, Marketing, and client teams to turn business requirements into reliable, scalable Voice AI solutions.
• Evaluate new Voice AI platforms, models, voices, and telephony features and recommend improvements to automation, speed-to-lead, and margin per call.

Benefits

• Comprehensive paid training.
• Pay begins on the first day of training.
• Government-mandated benefits.
• 13th-month pay.
• HMO.
• Potential eligibility for a Memorial Plan and other benefits upon performance-based absorption into a regular position.
• Paid leaves, attendance and performance-based incentives, and other benefits may be available upon performance-based absorption into a regular position.

What This Job Offers

• Education Level: No Education Listed