Senior VoIP Support Engineer

VoiceSpin is a leading provider of cloud-based AI contact center solutions, serving small and medium enterprises as well as large organizations across industries such as healthcare, telemarketing, education, insurance, and retail. Our platform integrates advanced AI technologies—including AI voice bots, predictive dialing, chatbots, omnichannel messaging, and speech analytics—into a unified solution. With local number availability in over 160 countries and seamless integration with more than 80 popular CRMs like Salesforce, HubSpot, and Zendesk, VoiceSpin delivers customized communication tools designed to meet diverse business needs. We are committed to empowering businesses through innovative and efficient communication solutions. This opportunity is open to candidates based in Armenia, Ukraine, Pakistan, Turkey, and Azerbaijan.

Key Responsibilities
- Act as a second and third-tier technical support resource for customers using VoiceSpin products via phone, email, or chat.
- Perform remote troubleshooting by applying diagnostic techniques and asking relevant questions to resolve customer issues.
- Guide customers through problem-solving processes to ensure timely resolution.
- Escalate unresolved issues to higher-level support teams when necessary.
- Provide accurate and detailed information about VoiceSpin’s IT products and services.
- Document events, issues, and resolutions thoroughly in support logs.
- Follow up with customers to update them on issue status and gather feedback.
- Relay customer feedback and suggestions to internal teams to drive product and process improvements.
- Identify opportunities to enhance support procedures and contribute to continuous improvement initiatives.

Required Qualifications
- Proficient in Linux administration with hands-on experience.
- Strong knowledge of Asterisk telephony platform.
- Experience with VICI Dialer or similar dialer systems.
- Solid understanding of SIP protocol and VoIP technologies.
- Familiarity with SQL databases, particularly MySQL and MariaDB.
- Scripting skills in at least one language such as Bash, PHP, or Python.
- English language proficiency at an upper-intermediate level or higher.

Preferred Qualifications and Benefits
- Experience with large language models (LLMs), text-to-speech (TTS), and speech-to-text (STT) services is a plus.
- Knowledge of cloud platforms like Google Cloud and AWS.
- Understanding of networking concepts and protocols.
- Familiarity with web services and APIs.

VoiceSpin offers a collaborative engineering culture that emphasizes innovation and rapid execution. The company supports strong team growth and long-term employment opportunities. Employees benefit from paid vacation and sick leave, English language classes, and paid health insurance. This role is fully remote, providing flexibility and work-life balance.

If you are passionate about solving complex telephony challenges and working with open-source technologies in a dynamic environment, this position provides an excellent opportunity to contribute to a cutting-edge AI contact center platform.