VoIP Support Engineer

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.

Who We Are:

Convoso is a provider of omnichannel contact center software which dramatically increases customers' contact and lead conversion rates.  We back the power of our advanced dialer with the human touch of a dedicated product expert. This invaluable combination delivers higher conversions with less outreach. 

We are also relaunching an advanced version of our conversational AI product to provide enhanced capabilities for our current customers and bring the technology to new markets.

Convoso is looking for people who are excited about the future to join us in the fast growing and innovative field of IVA/AI, as well as motivated team players ready to jump in as we work together to drive our company’s accelerated growth. (Just a heads up - we were selected as one of the Built In LA best places to work in 2020, 2021 and 2022!)

We are dedicated to helping each person grow into their position and throughout their career. Convoso’s new-hire and on-going training programs provide our employees with the resources and time to set them up for success. Our friendly team, located in office, hybrid and remote, is built on a culture of fostering team integrity and provides guidance to ensure every person thrives in their new role. 

The Job:

At Convoso, we’re constantly, vigilantly looking for ways to reshape the future of lead generation contact centers. Our mission is to revolutionize the call center industry by empowering agents to convert leads faster. 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:

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• 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
• Reviewing data and providing recommendations to improve services for the customer

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
• Data analytics and working familiarity with AI (Claude, Gemini, etc.,)

Work Perks Worth The Hype:

• Competitive compensation package
• PTO, Paid Sick Time, Holidays, Bereavement time, Parental Leave
• Your birthday off
• Monthly credits toward food & beverage
• Leadership Development Program
• Company Outings
• On and offsite team building events
• Paid training for departments
• And a team of highly experienced and kind colleagues!

HQ Office:

• Casual office environment & dress
• Fully stocked kitchen (Dietary restriction-friendly)