[Remote] VoIP Support Engineer

Job Description

Convoso is a leading AI-powered contact center platform purpose-built for revenue teams. Since 2006, Convoso has remained at the forefront of innovation, consistently developing solutions to drive customer growth while supporting adherence to regulatory standards. Who We Are: While headquartered in Los Angeles, the Convoso team can be found around the globe working in either a hybrid or remote capacity. Awarded as a "best place to work" company, our culture fosters team integrity, positive persistence, and continuous growth. Our core platform powers successful sales teams across multiple industries, giving our customers a competitive edge and streamlined productivity. With built-in Al and automations, our product is a premium offering in a competitive space. We continue to grow our product capabilities to better serve our current customers and to expand into newer markets. Convoso is looking for people who are excited about technology and innovation. We are a company of motivated team players with diverse backgrounds driving accelerated growth in a supportive, positive culture. The Job: At Convoso, we?re reshaping the future of lead-generation contact centers. Our mission is to revolutionize the call center industry by empowering agents to convert leads faster with the highest quality voice and messaging experience possible. That?s where you come in. We are looking for a VoIP Support Engineer to join our QoS & Carrier Solutions team. This role is responsible for safeguarding Voice & SMS Quality of Service, leading carrier-related initiatives, and owning long-term systems engineering projects. You will serve as a technical escalation point, mentor junior engineers, drive process and tooling improvements, and partner across the organization to ensure the stability and scale of our carrier ecosystem. Day to day tasks include: completing daily reports & traffic analysis, investigating inquiries from our carrier group, assisting on carrier-related escalations from support, assisting internal departments on all carrier related matters. Long-term projects currently assigned to us include: engineering a global QoS probe, launching our new routing and rating platform, capacity planning and reporting automation Stepping into this very challenging role will mean stepping into a dynamic environment. There?ll be a steep learning curve, but we believe the future belongs to those who build it. Therefore, success for you would mean reaching your full potential in a short period of time, while doing whatever it takes to get up to speed. Success would mean having a strong ability to manage multiple projects with competing deadlines. What You'll Be Doing: Serve as Tier-1/2 escalation owner for carrier-related voice and SMS issues Lead technical engagement with carrier partners to resolve complex issues Own long-term engineering projects (e.g., QoS probe rollout, routing platform migration, capacity planning automation) Design and improve tooling, alerting, and metrics for QoS and carrier connectivity Perform advanced VoIP analysis using PCAPs, packet traces, and network forensics Work hands-on with Asterisk, OpenSIPS, SBCs, and SIP routing infrastructure Troubleshoot WebRTC / RTP / SIP signaling end-to-end Onboard, offboard, and evaluate carriers; shape routing/policy decisions Mentor and coach junior engineers on VoIP analysis and carrier protocols Partner with Support, NOC, Engineering, Product, and Leadership on voice strategy Recommend architecture and configuration improvements across Convoso?s voice stack consisting of Asterisk and OpenSIPs servers Who You Are: 5?7+ years in VoIP/Carrier Engineering or Support roles Deep knowledge of SIP/RTP/VOIP protocols, call routing, NAT traversal, SBC behavior, and voice network architecture Expert in packet-level debugging (Wireshark, VoIP Monitor, Homer/HEP, etc.) Proven experience with carrier integrations, QoS remediation, and escalation handling Strong Linux systems proficiency and experience with Asterisk and/or OpenSIPS Experience designing QoS monitoring, alerting, and automated diagnostics Working knowledge of SMS routing, DLRs, throughput constraints, and carrier configs Strong communicator able to translate deep technical issues into business decisions Comfortable leading projects and mentoring others in a fast-paced environment Work Perks Worth The Hype: Competitive compensation package 100% covered premiums (Medical, Dental, Basic Life, LTD) Affordable Vision & FSA options PTO, Sick Time, Holidays, Bereavement, Parental Leave Your birthday off Monthly food & beverage credits Leadership Development Program Company outings & team events Paid departmental training Apple laptop (most roles) A team of highly skilled, collaborative, and kind colleagues