VOIP Support Engineer

Cyara is the world’s leading Automated CX Assurance Platform provider, enabling leading brands across the globe to build better customer experiences faster. Through automated testing and monitoring, Cyara accelerates the delivery of flawless customer journeys across digital and voice channels while reducing the risk of customer-facing defects. Every day the most recognizable brands, including Airbnb and NAB trust Cyara to deliver customer smiles at scale. Our promise is Customer Smiles - Delivered at Scale, and as a member of Cyara’s team, you’ll be given the opportunity to bring that mission to fruition alongside our amazing community of fun-loving forward thinkers. Interested to find out more about us? Check out: www.cyara.com

Want to know what it’s really like to join Cyara? Check out this link to meet some real Cyarans and read about their individual career journey with us: https://cyara.com/employee-profiles/

As a VOIP Support Engineer/ Carrier Manager reporting to the Telecommunications Operations Manager, you will be at the forefront of Cyara's global telecommunications strategy, making high-stakes decisions that directly impact our operations, competitive standing, and customer relationships. This pivotal role demands deep industry knowledge, strategic thinking, and the ability to make critical judgments in real-time. You'll be instrumental in maintaining our competitive edge through innovative solutions, strategic vendor relationships, and direct customer engagements. Your expertise will be crucial in navigating complex telecommunications challenges, often under pressure, to ensure our services remain cutting-edge and reliable for our high-value clients. As a key customer-facing representative, you'll leverage your technical acumen and interpersonal skills to influence and guide customers in their telecommunications strategies, aligning their needs with Cyara's solutions. Your ability to build trust, communicate complex concepts, and drive strategic decision-making will be essential in fostering long-term customer relationships and contributing to Cyara's market leadership.

You will be responsible for:

• Making high-stakes decisions in real-time to resolve critical telecommunications issues
• Developing and maintaining strategic relationships with 100+ telecommunications vendors, including major global carriers, with decisions impacting multi-million-dollar contracts and service quality for Fortune 500 clients
• Leading time-sensitive troubleshooting efforts for high-priority enterprise clients
• Architecting bespoke telecommunications solutions in collaboration with Sales and Pre-sales teams to secure and retain top-tier clients
• Influencing customer decisions and strategies related to telecommunications solutions
• Serving as the telecommunications subject matter expert, collaborating closely with Infrastructure, DevOps, Engineering, and Product teams to drive platform improvements and feature development
• Continuously evaluating and implementing new technologies to maintain Cyara’s competitive advantage
• Providing expert guidance on complex telecommunications architectures, including SBCs, troubleshooting critical issues in real-time, and collaborating with internal teams to develop cutting-edge solutions
• Ensuring compliance with evolving telecommunications regulations, particularly in the US and EU markets
• Collaborating with cross-functional teams to drive platform improvements based on telecommunications expertise
• Negotiating cost-effective solutions with carriers that directly impact profit margins

Let’s talk about your skills/expertise:

• Ability to make high-stakes decisions quickly and effectively in a complex, fast-paced environment
• Demonstrated ability to influence and guide customer decision-making processes
• Flexibility to work across multiple time zones, with a particular emphasis on aligning with US business hours
• Comprehensive mastery of telecommunications channels and Network Services, including Voice/PSTN, Mobile/SMS, WebRTC, MPLS, and AWS
• Exceptional problem-solving skills, particularly under pressure and with limited guidance
• Ability to work effectively with ambiguity, adapting to changing priorities and unclear situations
• Expertise in live troubleshooting of critical issues within a complex platform environment
• Comprehensive mastery of telecommunications channels, Network Services, and SBCs
• Strong leadership and communication skills to influence cross-functional teams and drive technological innovation
• Deep understanding of telecommunications regulatory frameworks in key global markets
• Proven track record in strategic vendor management and negotiation
• Strong business acumen to align telecommunications strategies with overall company objectives
• Ability to quickly learn and operate Cyara’s complex CX Assurance platform

Education & Experience:

• 5+ years of extensive experience in Telecommunications or Contact Centre domains, with a focus on high-value enterprise solutions
• Demonstrated experience in managing relationships with major telecommunications carriers
• Proven track record of implementing innovative telecommunications solutions in a global enterprise environment
• Experience in collaborating with sales teams to secure high-value contracts
• Background in navigating complex regulatory environments in the telecommunications industry
• This role offers a unique opportunity to shape the future of Cyara’s telecommunications infrastructure through high-impact decision-making and strategic thinking, directly contributing to our global expansion strategy and competitive advantage.