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Job Description
SoundHound AI is seeking a Senior Solutions Engineer, Voice AI (Enterprise) to ensure customers and partners effectively leverage the Amelia Platform through the voice channel. This role is crucial, as over 80% of the platform's traffic is voice-based. The ideal candidate will be technically skilled, possess excellent communication abilities, and effectively manage customer interactions.
Responsibilities:
- Present, explain, design, configure, test and maintain Session Initiation Protocol (SIP) integrations.
- Conceive, provide, proof and refine Architectural Solutions within the Amelia Voice domain.
- Support Amelia Engagement Managers in providing outstanding Customer Management and Crisis Management.
- Gather, understand, consider and evaluate Amelia Customers' and Partners' feedback.
- Design, maintain, automate and enhance Amelia Voice infrastructure.
- Assist internal teams, Amelia Clients and Partners with the deployment and troubleshooting of Amelia Voice solutions.
- Assist Amelia Clients and Partners with the analysis and resolution of complex issues.
- Define, enhance, maintain and explain standard operating procedures (SOPs).
- Interact with internal teams and external vendors to continuously improve the Amelia product.
- Coordinate and train Amelia Product Support teams.
- Coordinate with external voice vendors and Amelia Research & Development.
- Evaluate external voice vendors' capabilities.
Requirements:
- 2+ years of hands-on VoIP Operations Engineer and Architect experience.
- 3+ years of experience in design, troubleshooting, operating and improving large scale VoIP infrastructure.
- Hands-on working knowledge of FreeSWITCH (or equivalent) configuration and troubleshooting.
- Deep working knowledge of Linux Administration and tooling.
- Deep working knowledge of Bash and Python.
- Deep working knowledge of Git, CI/CD, JIRA and Confluence.
- Knowledge of Java and go lang a plus.
- Ability to analyze packet captures to solve complex SIP VoIP and IP inter-networking challenges.
- Working knowledge of SIP/SIPS, RTP/SRTP and MRCP protocols.
- Working knowledge of Speech to Text and Text to Speech engines.
- Working knowledge of HTTP protocol and troubleshooting.
- Working knowledge of SSL/TLS.
- Experience interacting with external clients and meeting their expectations.
- Experience managing crisis situations.
- Excellent oral and written communication.
- Outstanding technical writing and diagram drawing skills.
- Computer Science or related industry or equivalent training and experience.
- Fluent in spoken and written English; Spanish a plus.
SoundHound AI offers:
- Comprehensive healthcare.
- Paid time off.
- Equity.
