Senior VoIP Support Engineer

VoiceSpin is a leading provider of cloud-based AI contact center solutions, catering to small and medium enterprises as well as large organizations across various 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 numbers available 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 located in Armenia, Ukraine, Pakistan, Turkey, and Azerbaijan.

Key Responsibilities
- Provide second and third-tier technical support for VoiceSpin products via phone, email, and chat, assisting customers with complex issues.
- Conduct remote troubleshooting using diagnostic techniques and targeted questioning to identify and resolve problems.
- Guide customers through the problem-solving process to ensure effective resolution.
- Escalate unresolved issues to higher-level support teams when necessary.
- Deliver accurate information regarding VoiceSpin’s IT products and services.
- Document events, issues, and resolutions thoroughly in logs for future reference.
- Follow up with customers to update them on the status of their issues and maintain clear communication.
- Relay customer feedback and suggestions to appropriate internal teams to support continuous improvement.
- Identify opportunities to enhance support procedures and contribute to process improvements.

Required Qualifications
- Proficient in Linux system administration.
- Experience working with Asterisk telephony software.
- Familiarity with VICI Dialer platform.
- Strong understanding of the SIP protocol and VoIP technologies.
- Knowledge of 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.
- Familiarity with cloud platforms such as Google Cloud and AWS.
- Understanding of networking concepts.
- Knowledge of web services and APIs.

VoiceSpin offers a collaborative engineering culture that values innovation and rapid execution. Employees can expect strong opportunities for growth within the team and long-term employment stability. Benefits include paid vacation and sick leave, English language classes, and paid health insurance. This position supports a fully remote work format, allowing 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 role offers an excellent opportunity to contribute to a cutting-edge AI contact center platform.