We are seeking a highly skilled
Senior VoIP & Contact Center Integration Engineer to lead the integration between enterprise contact center platforms and modern AI-powered voice technologies.
This role focuses on enabling organizations to enhance their existing call center infrastructure with
AI voice automation, without replacing their current systems. The ideal candidate will have strong experience working with enterprise contact center technologies and VoIP infrastructure, along with the ability to integrate these systems with AI platforms through
SIP protocols, APIs, and real-time audio streaming.
The engineer will collaborate with AI engineers, solution architects, and enterprise clients to design and implement scalable integrations between telephony systems and conversational AI solutions.
Key Responsibilities
- Design and implement integrations between enterprise contact center platforms and AI voice agents.
- Configure and manage VoIP infrastructure including SIP trunks, routing policies, and telephony gateways.
- Integrate traditional IVR systems with AI-based conversational voice platforms.
- Design and implement end-to-end call flows between IVR systems, AI agents, and human agents.
- Enable real-time voice streaming between telephony systems and AI speech engines.
- Develop middleware and API integrations connecting contact center systems with enterprise platforms and AI services.
- Troubleshoot telephony issues related to SIP signaling, RTP media streams, call routing, and call quality.
- Integrate call center solutions with CRM systems, ticketing platforms, and enterprise applications.
- Collaborate with internal engineering teams to build scalable and reliable voice automation solutions.
- Support deployment and optimization of AI-powered call center solutions for enterprise clients.
Required Qualifications
- Bachelor's degree in Computer Science, Telecommunications, Information Technology, or a related field.
- 710 years of experience in telephony systems, VoIP engineering, or contact center technologies.
- Strong understanding of VoIP architecture and protocols, including SIP and RTP.
- Hands-on experience with telephony platforms such as Asterisk or similar systems.
- Experience working with enterprise contact center platforms such as Cisco, Avaya, or Genesys.
- Experience integrating systems using REST APIs and enterprise integration patterns.
- Strong troubleshooting skills related to VoIP signaling, call routing, and voice quality issues.
- Experience working with IVR systems and call flow design.
Preferred Experience
- Experience integrating AI voice platforms or conversational AI systems.
- Hands-on experience with real-time audio streaming technologies.
- Experience integrating telephony systems with CRM or ticketing platforms.
- Experience developing middleware services for telephony integrations.
- Familiarity with cloud platforms and modern communication APIs.
Preferred Background (Saudi Market)
Experience working with:
- Telecom operators such as STC, Mobily, or Zain Saudi Arabia
- Large enterprise contact centers in the Saudi market
- Government call center systems
- System integrators delivering enterprise contact center solutions
Nice to Have
- Experience with AI voice APIs and speech processing platforms
- Experience in AI-powered call center automation
- Knowledge of real-time voice processing pipelines
- Experience supporting large-scale enterprise telephony environments
