Voice AI Solutions Engineer

Build your career with SMA Support Services! We are a dynamic Business Process Outsourcing (BPO) company connecting talent with top-tier U.S. clients in construction and roofing. We invest in your success: Every new team member receives comprehensive, paid training to ensure you’re fully equipped and confident before supporting our clients. Ready to grow your career in a supportive, international environment? Join us—apply today! Qualifications Portfolio required. Share links to live demo agents or call recordings you built, plus short write-ups or Loom walkthroughs of telephony setups, A2P approvals, and CRM integrations you delivered. - 2+ years of experience building Voice AI agents, conversational AI, or automated phone systems. - Hands-on experience with Vapi, Retell AI, Bland, Synthflow, or similar Voice AI platforms. - Proven experience with A2P 10DLC registration, including getting Brands and Campaigns approved and fixing rejections. - Strong working knowledge of Twilio, Telnyx, or similar carriers, plus SIP/VoIP, call routing, number provisioning, and porting. - Understanding of STIR/SHAKEN, CNAM, spam-likely remediation, and toll-free verification is highly preferred. - Working knowledge of TCPA, consent, call-recording laws, and DNC compliance for outbound calling and SMS. - Strong understanding of prompt engineering and conversational flow design, including function calling, qualification logic, objection handling, and human escalation. - Experience with REST APIs, webhooks, JSON, and OAuth/API authentication. - Familiarity with Zapier, Make, or n8n, and with GoHighLevel or another CRM. - Basic knowledge of JavaScript/TypeScript, Node.js, or Python is highly preferred for custom tools, webhooks, and middleware. - Comfortable on client and sales calls: able to scope requirements, demo agents, and explain technical trade-offs in plain language. - Ability to analyze transcripts, call metrics, and costs to continuously improve agent performance. - Strong troubleshooting skills across Voice AI platforms, telephony carriers, APIs, and CRMs. - Strong documentation, communication, and problem-solving skills. - Ability to work independently, manage multiple client builds at once, and translate business processes into reliable technical solutions. Primary Task - Design, build, configure, and maintain Voice AI agents on platforms such as Vapi, Retell AI, Bland, Synthflow, and GoHighLevel (GHL) Voice AI for inbound and outbound calling. - Join sales and client calls to scope Voice AI builds, run live demos, map call flows, and estimate per-minute costs. - Develop conversational agents that handle lead qualification, appointment setting, follow-ups, customer support, call routing, warm transfers, and reactivation campaigns, etc. - Write and optimize system prompts, conversation flows, tool/function calls, objection-handling logic, fallback responses, and human escalation paths so calls sound natural and convert. - Select and tune the voice stack: LLM (OpenAI, Anthropic, etc.), speech-to-text (Deepgram, etc.), text-to-speech (ElevenLabs, Cartesia, PlayHT, etc.), voices, interruption sensitivity, endpointing, and latency settings. - Configure and manage telephony, including Twilio, Telnyx, Vonage, and SIP trunks; phone number provisioning and porting; inbound/outbound routing; call forwarding; voicemail detection; and transfers to live agents. - Own A2P 10DLC registration and compliance, including Brand and Campaign registration, use-case selection, sample messages, opt-in/opt-out flows, carrier vetting, and resolving rejected or suspended campaigns. - Manage caller reputation and deliverability: STIR/SHAKEN attestation, CNAM/branded caller ID, spam-likely flag remediation, number rotation, and toll-free verification. - Ensure calling and texting comply with TCPA, call-recording consent rules, DNC lists, calling-hour restrictions, and state-specific AI disclosure requirements. - Integrate Voice AI agents with CRMs (GHL, HubSpot, Salesforce), calendars, and external systems through APIs, webhooks, Zapier, Make, n8n, and custom integrations. - Build automations that update CRM records from call outcomes, including disposition, lead status, appointment status, call summary, transcript, tags, and follow-up tasks. - Build reporting for key Voice AI metrics such as call volume, answer rate, connect rate, qualification rate, appointment conversion rate, transfer rate, average call duration, latency, and cost per call/minute. - Review call recordings and transcripts to improve AI responses, latency, accuracy, objection handling, and conversion performance; run A/B tests on prompts and voices. - Troubleshoot Voice AI, telephony, SIP, A2P, webhook, and CRM sync issues, including dropped calls, one-way audio, high latency, failed transfers, and carrier filtering. - Support the Voice AI Onboarding & Integrations Specialist on complex custom API work and advanced agent builds for partners. - Document agent configurations, prompts, telephony setups, A2P registrations, integrations, and troubleshooting procedures. - Collaborate with Operations, Sales, Marketing, and client teams to turn business requirements into reliable, scalable Voice AI solutions. - Continuously evaluate new Voice AI platforms, models, voices, and telephony features, and recommend improvements that increase automation, speed-to-lead, and margin per call. Offer - Project-based employment - Work-from-home setup - Salary offer is at 70,000 gross - Pay begins on day 1 of training - Government-mandated benefits, 13th-month pay - HMO - Based on performance, the employee may be absorbed to a regular position and will be entitled to benefits such as: - Memorial Plan, and other benefits - Paid Leaves - Attendance and performance-based incentives Originally posted on Himalayas