VOIP Support Engineer

Cyara is the global leader in AI-powered customer experience assurance, committed to eradicating bad CX. As the only unified platform for continuous testing and monitoring across voice, digital, messaging, and conversational AI channels, Cyara empowers hundreds of the world’s leading brands to optimize more than 350 million customer journeys every year. With enterprises rapidly deploying agentic AI systems that adapt, learn, and make autonomous decisions in real time, Cyara provides the assurance layer that turns pilots into production-ready deployments—testing AI agents with AI agents to catch what scripts can’t. From full journey visibility to AI governance, trust validation, and compliance, Cyara ensures every touchpoint works flawlessly and every AI interaction solves customer problems while delighting them in the process. Cyara helps businesses deliver secure, friction-free, and high-quality CX at scale. Interested to find out more about us? Check out: www.cyara.com

Cyara’s Values:
At Cyara, our values shape everything we do. We're passionate about Delivering Excellence by putting the customer first, collaborating globally, and always striving to improve. We take smart risks and Innovate Boldly, setting new standards and learning from every experience. Integrity First is our cornerstone—we value humility, authenticity, and respect for diversity, building trust in all we do. We Embrace Curiosity by empowering you to experiment, learn, and grow in a dynamic environment. At Cyara, our values drive us forward, shaping a culture where innovation and excellence thrive.

Cyara’s Diversity, Equity, Inclusive and Belonging:
At Cyara, we are dedicated to fostering a workplace that embodies equal opportunity and champions diversity, equity, inclusion, and belonging (DEIB). We strive to cultivate an environment where every individual feels valued, respected, and empowered to bring their whole selves to work, contributing unique perspectives and talents. Our commitment includes continuously evaluating and enhancing our policies, practices, and culture to align with our DEIB principles. We ensure a discrimination-free environment where individuals are evaluated solely on their merits and abilities, regardless of legally protected statuses such as sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, gender identity, veteran status, or medical condition. By celebrating our differences and championing inclusivity, we enrich our organization, make more thoughtful decisions, and drive collective success.

As a VOIP Support Engineer 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.

Agencies: Thanks but we’ve got this one! Please, no phone calls or emails to any employees of Cyara outside of the Talent Acquisition team. Cyara’s policy is to only accept resumes from Agencies via the Cyara Agency Portal. Agencies must have a valid fee agreement in place and they must have been assigned the specific requisition to which they submit resumes, by the Cyara Talent Acquisition team before submitting any CV's. Any resume submitted outside of this process will be deemed the sole property of Cyara and, in the event, a candidate is submitted outside of this policy is hired, no fee or payment of any kind will be paid