Voice Solutions Architect

Remote - US

Full Time Senior-level / Expert
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ASAPP
Improve customer experience and radically increase CX performance at the same time. This AI Native® software platform provides AI-driven predictions on what agents should and do throughout each interaction and increasingly automates routine...
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At ASAPP, we are on a mission to build transformative machine learning-powered products that push the boundaries of artificial intelligence and customer experience. We focus on solving complex, data-rich problems — the kind where there are huge systemic inefficiencies and where a real solution will have a significant economic impact. Our CX performance platform uses machine learning across both voice and digital engagement channels to augment and automate human work, radically increasing productivity and improving the efficiency and effectiveness of customer experience teams.
We are seeking a Voice Solutions Architect to join our growing team of high-caliber engineers, research scientists, and managers. As a part of the Solutions Architecture team, you will help identify, document, test, and integrate various APIs, system integration points, authentication mechanisms, and more, all in the view of a system of systems architecture. 
Would you like an impactful position with a new team that helps drive future architectures, partner integrations, and a world-class AI-based product? Do you like to analyze the inner workings of systems? Do you have a passion for voice/speech, software systems, cybersecurity, and collaborative integrations? If so, then apply today and meet the team!
  As our operations keep growing, we encourage applicants from all locations in the US to apply.

What you’ll do

  • Partner with enterprise stakeholders to implement and integrate ASAPP voice solutions
  • Implement technical requirements between a variety of enterprise telephony vendors and ASAPP cloud solutions
  • Document integrations and final solution both for internal and enterprise use
  • Implement new features as ASAPP enhances our solution and offerings
  • Coordinate across both external and internal teams to meet business, engineering, networking, and security requirements

What you’ll need

  • 5+ years working with telecommunications contact center solutions.  Ideally across multiple vendors (Avaya, Cisco, Genesys, etc…) and a variety of architectures
  • Experience with API integration, development, documentation (Swagger, WSDL, etc…)
  • Experience (even if limited) with cloud-based technologies such as AWS
  • Comfortable working directly with technical partners across all integration points (telecom, networking, security, IAM, AWS, etc…)
  • Experience using CTI events to understand the call and agent state as well as pass critical customer data to and between contact center agents
  • Advanced SIP, or ideally SIPREC, knowledge
  • Software engineering experience in any major language (Golang, Python, C++, Java
  • Experience handling PCI/PII data
  • Experience leading technical projects, engaging with, and motivating change across multiple levels of IT teams and organizations
  • Excellent presentation skills for exhibiting both business-oriented solutions as well as advanced technical concepts
  • Ability to translate complex business requirements into detailed technical implementations
  • A self-motivated hunger for collaborative learning and problem-solving at scale

What we’d like to see

  • Advanced cloud technology experience (AWS, Docker/Kubernetes, Cloud Formation, Terraform, EC2, IAM, S3, etc.)
  • SSO and Identity Management integration experience
  • Experience in multi-developer/engineer environments using Git, Jira, and CI/CD pipelines
  • Experience with telephony integrations using FreeSwitch, OpenSIPS, RTPengine
  • Enterprise networking architecture design and troubleshooting
  • Experience with Machine Learning, Natural Language Processing or other AI fundamentals
  • Technical process creation, documentation, and improvement
  • Knowledge of cybersecurity best practices and standards
  • Knowledge of domain data modeling

Benefits

  • Competitive compensation with stock options
  • Comprehensive medical, vision, and dental insurance
  • 401k matching
  • Fitness and wellness stipend
  • Mental well-being benefits
  • Professional learning and development stipend
  • Parental leave, including adoptive and foster parents
  • 3 weeks paid time off (increases with tenure) and unlimited sick leave
ASAPP is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, or veteran status. If you have a disability and need assistance with our employment application process, please email us at careers@asapp.com to obtain assistance.
Pursuant to the Colorado Equal Pay for Equal Work Act, the estimated base salary range for this role is $150,000 - 200,000. The actual salary may be different depending upon qualifications, experience, and other factors permitted by law. The range listed is just one component of ASAPP’s total compensation package. Other rewards may include short- and long-term incentives. In addition, ASAPP provides a variety of benefits to employees as listed above. #LI-AS1 #LI-Remote
Job region(s): North America
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