Senior Solutions Engineer, Voice AI (Enterprise)

Ready to be a part of something big? Join our team at SoundHound AI, where AI innovation and real-world impact come together. We unite voice AI, generative AI, and conversational AI to deliver powerful AI solutions that reimagine how people interact with the products and services they rely on. Whether it’s voice-enabling vehicles, streamlining patient journeys, or enhancing customer service, our multilingual, omnichannel AI technology touches the lives of hundreds of millions of people around the world.

The Senior Solutions Engineer, Voice AI (Enterprise) is responsible for ensuring customers and partners are leveraging the Amelia Platform through the voice channel in the best possible ways and also for making sure the platform is stable and performant. More than 80% of the Amelia Platform’s traffic is through the voice channel so this is a very important position with very significant impact opportunities. We’re looking for outstanding individuals that are highly technical but at the same time can communicate and manage customers effectively in different scenarios.

In this role, you will:

• Present, explain, design, configure, test and maintain Session Initiation Protocol (SIP) integrations between the Amelia Platform and its Clients/Partners

• Conceive, provide, proof and refine Architectural Solutions to Clients and Partners within the Amelia Voice domain which ranges from VoIP, SIP to Text-to-Speech, Speech-to-Text

• Support Amelia Engagement Managers in providing outstanding Customer Management and Crisis Management to the biggest, most important and demanding Amelia Customers and Partners

• Gather, understand, consider and evaluate Amelia Customers' and Partners' feedback and provide it as a highly valuable input to Amelia Research & Development, so that it can become the next Amelia features

• Design, maintain, automate and enhance Amelia Voice infrastructure including Session Border Controllers (SBCs), SIP endpoints and the integration with the Amelia Platform

• Assist internal teams, Amelia Clients and Partners with the deployment and troubleshooting of Amelia Voice solutions

• Assist Amelia Clients and Partners with the analysis and resolution of complex issues found at different lifecycle stages: from inception and implementation to testing and production.

• Define, enhance, maintain and explain standard operating procedures (SOPs), Processes, Best Practices on the Amelia Voice Knowledge Base

• Interact with internal teams and external vendors to continuously improve the Amelia product and its voice components

• Coordinate and train Amelia Product Support teams to ensure fast and satisfactory Level 1 support is provided to Amelia Customers and Partners

• Coordinate with external voice vendors and Amelia Research & Development to provide Level 3 assistance to customers and partners

• Evaluate external voice vendors' capabilities in order to include them into the Amelia portfolio offering

We would love to hear from you if:

• You have 2+ years of hands-on VoIP Operations Engineer and Architect

• You have 3+ years of design, troubleshooting, operating and improving: large scale VoIP infrastructure, specifically SBC clusters and SIP/RTP networks; Firewalls, Switches and PBXs a plus

• You hands on-working knowledge of FreeSWITCH (or equivalent) configuration and troubleshooting (dialplans, configuration files, MRCP/SIP profiles)

• You have deep working knowledge of Linux Administration and tooling; nice Linux knowledge to have: networking, load balancing and distributed systems

• You have deep working knowledge of Bash and Python; other scripting languages a plus

• You have deep working knowledge of Git, CI/CD, JIRA and Confluence

• You have knowledge of Java and go lang a plus

• You have ability to analyze packet captures to solve complex SIP VoIP and IP inter-networking challenges

• You have working knowledge of SIP/SIPS, RTP/SRTP and MRCP protocols

• You have working knowledge of Speech to Text and Text to Speech engines

• You have working knowledge of HTTP protocol and troubleshooting

• You have working knowledge of SSL/TLS

• You have experience interacting with external clients and meeting their expectations

• You have experience managing crisis situations

• You have excellent oral and written communication

• You have outstanding technical writing and diagram drawing skills

• You have computer Science or related industry or equivalent training and experience

• You have fluent in spoken and written English; Spanish a plus

We’d be especially excited if you have contact Center Platforms (8x8, Amazon Connect, Avaya, Cisco, Five 9, Genesys, NICE, Oracle, RingCentral, Twilio, Vonage, etc) or Amelia Platform knowledge.

This role is available throughout Peru. In addition to salary and equity, you will receive comprehensive healthcare, paid time off, and other benefits.

The estimated salary for this position is PEN 185,000 - PEN 220,000 plus equity. In addition to salary and equity, you will receive comprehensive healthcare, paid time off, and other benefits. Our recruiting team will provide a specific salary range based on location and years of experience.

[Please note that if your application is advanced, the initial step will be an invitation to partake in a pre-assessment.]

By working at SoundHound AI, you will join hundreds of employees across the globe who strive every day to create exceptional AI-powered experiences for customers, employees, and patients. We are a values-driven company that is supportive of one another, open and honest, undaunted by challenges, nimble and focused, and determined to excel and win.

Our mission is to build voice AI for the world and use our global, diverse perspectives to achieve real generational breakthroughs. SoundHound ensures that individuals with disabilities are provided reasonable accommodations to participate in the interview process, perform essential job functions, and receive other employment benefits.

Learn more about our philosophy, benefits, and culture at https://www.soundhound.com/careers. 

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