Senior Solutions Engineer, Voice AI

Summary

Join SoundHound AI's team as a Senior Solutions Engineer, Voice AI (Enterprise), focusing on optimizing the Amelia Platform's voice channel, which accounts for over 80% of its traffic. This crucial role involves presenting, designing, and maintaining SIP integrations, providing architectural solutions, and supporting customer management. You will gather customer feedback for R&D, design and maintain voice infrastructure, troubleshoot issues, and define standard operating procedures. Collaboration with internal teams and external vendors is essential for product improvement. The position requires significant technical expertise and strong communication skills to effectively manage clients and partners.

Requirements

• 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 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

Responsibilities

• 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

Preferred Qualifications

• You have knowledge of Java and go lang 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

Benefits

• Comprehensive healthcare
• Paid time off