Telephony Engineer
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Job Description
Telephony Engineer owning SIP integrations and enterprise support for Retell AI’s AI-powered contact center platform. Debugging call quality and reliability across major CPaaS and CCaaS systems.
Responsibilities:
- Manage and collaborate with customers on complex SIP integrations with CCaaS/CPaaS platforms such as NiCE, Five9, Avaya, Genesys, Amazon Connect, Twilio, and Telnyx
- Drive future telephony platform integrations
- Investigate and debug call failures using PCAP analysis, SIP traces, and carrier logs
- Improve telephony reliability, call quality, and customer experience
- Act as the primary technical point of contact for enterprise clients after onboarding
- Translate customer technical feedback and friction points into actionable product improvements for development teams
Requirements:
- 5+ years as a Telephony Engineer, VoIP Engineer, or equivalent low-latency networking role
- Deep understanding of SIP Protocol (RFC 3261)
- RTP and voice quality debugging using PCAPs and trace tools such as Wireshark/TShark
- Strong networking fundamentals, including TCP/IP/TLS, DNS, and firewalls
- Familiarity with modern CPaaS/cloud communication platforms such as Twilio, Plivo, and Telnyx
- Ability to write or modify basic scripts in Python, Bash, or JavaScript
- Ability to guide premium clients through complex setups and communicate technical issues clearly
- Familiarity with Asterisk, FreeSWITCH, Kamailio, or relevant SIP proxy/SIP servers is a plus
- Must be open to working overlapping hours with the Pacific Time team and customers
- Work authorization status in the United States is requested; Retell AI assists with visa sponsorship
Benefits:
- Visa sponsorship assistance
- Relocation assistance for working in the San Francisco area
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