Contivio is a global leader in AI-ready enterprise SaaS contact center and telephony solutions. Our patented CRM integration technologies were designed specifically for businesses looking for sophisticated, user-friendly, multi-channel, and AI-capable ways to drive sales and improve customer support.
This is a highly technical role requiring deep, hands-on contact center and VoIP experience. Candidates should expect to be technically assessed on SIP/VoIP, telephony, networking and contact center architecture during the first interview. Please follow instructions at the bottom to apply.
Our ideal candidate will:
- Implement and configure Contivio Cloud Contact Center as part of customer projects and professional services engagements, ensuring alignment with customer requirements and industry best practices
- Enable our customers to attain exemplary outcomes from Contivio’s platform by collating their needs, managing expectations and ‘owning’ the delivery technical outcome so it aligns to those expectations
- Troubleshoot and resolve complex customer issues related to VoIP, contact center operations, telephony integrations, networking, and application functionality.
- Investigate voice quality, call routing, SIP signaling, carrier connectivity, and network-related issues using diagnostic tools and packet analysis.
- Collaborate with customers, telecommunications providers, and internal teams to diagnose and resolve issues involving number provisioning, porting, call delivery, SMS/10DLC, and related services.
- Reproduce, document, and escalate product defects and complex technical issues to Engineering, providing detailed analysis, logs, traces, and recommended next steps.
- Effectively communicate customer feedback, operational requirements, and product enhancement requests to Engineering and Product Management.
- Serve as a subject matter expert for voice, contact center, and telecommunications-related issues, collaborating with colleagues to resolve complex customer challenges.
- Identify recurring customer issues and create knowledge base articles, troubleshooting guides, FAQs, and training materials to improve customer and team self-service capabilities.
- Enhance existing product documentation and create new technical documentation based on engineering specifications, product releases, and customer feedback.
- Contribute to continuous improvement initiatives by identifying trends, recommending process improvements, and helping reduce recurring customer issues.
As a key contributor to the Professional Services team, we are looking for a passionate, self-managed individual who can work well with a cohesive team to help us delight our customers and grow our business.
Key Requirements:
- Bachelor's degree in Computer Science, Telecommunications, Communications Engineering, or equivalent industry experience.
- 5+ years of hands-on experience implementing, supporting, or operating cloud contact center and VoIP solutions.
- Experience with platforms such as Five9, NICE inContact, Dialpad, Genesys Cloud, Avaya, Cisco Contact Center, Amazon Connect, or similar.
- Deep hands-on knowledge of SIP, RTP, SRTP, TCP/IP, DNS, DHCP, STUN, WebRTC, and related voice technologies.
- Strong understanding of contact center concepts including IVR, ACD, skills-based routing, call queues, outbound dialers, call recording, and CTI integrations.
- Experience working with telecommunications carriers, SIP trunk providers, DID provisioning, number porting, 10DLC registration, CNAM, STIR/SHAKEN, and E911 services.
- Advanced troubleshooting skills using Wireshark, SIP traces, packet captures, and network diagnostic tools.
- Strong networking knowledge including routing, switching, firewalls, NAT, VPNs, QoS, and WAN connectivity.
- Proven ability to diagnose and resolve complex voice quality, call routing, carrier interconnect, and network-related issues.
- Experience supporting integrations with CRM platforms such as Salesforce, NetSuite, Dynamics 365, Zendesk, or HubSpot.
- Contribute to team knowledge by documenting solutions and sharing best practices.
- Excellent written and verbal communication skills with the ability to explain technical concepts to both technical and non-technical audiences.
- Experience with CCaaS, UCaaS, telecommunications carriers, managed service providers, or VoIP service providers is highly desirable.
Location & Salary:
This role is located at our corporate headquarters in Irvine, CA. Contivio’s primary development hub is in Sydney, Australia. With customers in over 40 countries, we continue to expand globally. We pay very competitive salaries in line with your experience, bonuses tied to KPIs and a full benefits package.
How to apply:
- Please send an email to [email protected] explaining how your experience aligns with Contivio’s offering.
Please note: this is a highly technical contact center and VoIP role. We are specifically looking for candidates with 5+ years of hands-on experience implementing, supporting or operating enterprise contact center and VoIP solutions. General IT, networking, SaaS support or customer service experience without significant contact center and VoIP experience will not be sufficient for this position.
In your email, please briefly describe:
- The contact center or CCaaS platforms you have implemented or supported
- Your hands-on experience troubleshooting SIP, RTP, call routing and voice quality issues
- Your experience working with SIP traces, packet captures and tools such as Wireshark
- Your experience working with telecommunications carriers, SIP trunks, DID provisioning and number porting
Candidates should expect the first interview to include technical questions and scenario-based troubleshooting covering contact center architecture, SIP/VoIP, telephony and networking. Please apply only if you are comfortable being assessed on these areas.
As part of Contivio’s standard employment process, candidates will undergo a complete background check prior to an offer being extended. These background checks are conducted by a professional third-party firm at no charge to the applicant and include: prior employment verification, education verification, social security trace, criminal background check and motor vehicle records (where required for position).
Contivio is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans’ status or any other characteristic protected by law.
Pay: $80,000.00 - $120,000.00 per year
Benefits:
- Health insurance
- Paid time off
Work Location: In person
