Telecommunication Engineer
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Job Description
Telecommunication Engineer maintaining communication infrastructure for Dwelly. Focus on telephony, messaging, email, and WhatsApp channels, ensuring reliable operations.
Responsibilities:
- Own the day-to-day performance and reliability of Dwelly’s communication channels including IP telephony, SMS/RCS messaging, email, and WhatsApp Business API (WABA).
- Support operations with providers such as Voximplant, Vonage, Twilio, and other vendors, including configuration, troubleshooting, platform administration, and technical escalations.
- Monitor service health, delivery quality, blacklists, spam ratings, and overall channel effectiveness to ensure uninterrupted communication.
- Build, maintain, and optimise telephony routing scenarios for inbound and outbound call flows, including voicemail, business hours schedules, transfers, call recordings, CLI logic, and other advanced workflows.
- Support all telecommunication components integrated into the CRM, including log checking, troubleshooting, template management, and logic modifications.
- Deliver integrations across communication systems using APIs, webhooks, WebSockets, and AI-powered solutions in collaboration with developers and technical partners.
- Handle requests from Dwelly employees through the ticketing system regarding any communication channel, telephony issue, or softphone-related problem.
- Collaborate with QA during incidents, acceptance testing, regression testing, or functional validation of telecommunication channels.
- Investigate issues quickly, coordinate with vendors and contractors, and drive resolution during high-priority service disruptions.
- Work closely with the integration team to assess the telecom stack of acquired agencies, analyse current call routing logic, and produce technical diagrams.
- Support number porting processes, agency migrations, and transitions to Dwelly systems with minimal disruption.
- Identify repetitive processes and improve them through automation, tooling, documentation, and AI-assisted workflows to support rapid company growth.
Requirements:
- Strong communication skills and fluency in English.
- Higher degree education.
- Strong understanding of telephony systems, SIP, trunks, routing logic, and VoIP operations.
- Experience troubleshooting telecom incidents across voice, SMS, email, or messaging channels.
- Ability to work with APIs, logs, JSON, webhooks, and provider documentation.
- Strong problem-solving skills – ability to approach challenges logically and propose practical solutions.
- Experience with Twilio, Vonage, Voximplant, or similar providers.
- UK number porting experience.
- WABA operational knowledge.
- Email deliverability / blacklist management expertise.
- SQL and spreadsheet analysis skills.
- Contact centre or high-volume communications environment experience.
Benefits:
- The role is fully remote, providing flexibility and enabling seamless collaboration with our geographically distributed team
- Competitive salary with the potential for equity options based on performance, recognising exceptional contributions to our integration success
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