[Hiring] Telephony Engineer @Retell AI

Role Description

We are seeking a Telephony Engineer 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.

Key Responsibilities

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

Qualifications

• 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) to automate routine troubleshooting tasks.
• Exceptional 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.

Requirements

• Compensation: $25–45/hour USD
• Location: Fully Remote (Global candidates welcome)
• Working Hours: Candidates must be comfortable working full-time within US Eastern Time business hours