Senior Telephony Engineer

About Happyrobot

HappyRobot is a platform to build and deploy AI workers that automate communication. See a demo

Our AI workers connect to any system or data source to handle phone calls, email, messages…

We target the logistics industry which relies heavily on communication to book, check on, & pay for freight. Primarily working with freight brokers, 3PLs, freight forwarders, shippers, warehouses, & other supply chain enterprises and tech startups.

We raised a Series A round from a16z and YC and we’re growing very fast.

We're looking for rockstars with a relentless drive, unstoppable energy, and a true passion for building something great—ready to embrace the challenge, push limits, and thrive in a fast-paced, high-intensity environment.

About the Role:

We’re looking for a Senior Telephony Engineer to join our team and lead the design, integration, and management of enterprise-grade telephony and contact center solutions. You’ll work across platforms like NICE CXone, RingCentral, Genesys, and others to ensure seamless voice infrastructure and world-class communication experiences for both customers and internal teams.

Responsibilities:

• Design, implement, and maintain telephony infrastructure, including cloud-based and hybrid voice systems.

• Lead the integration of telephony platforms (NICE CXone, RingCentral, Genesys, etc.) with internal tools, CRMs, and workflow systems.

• Optimize call flows, IVRs, routing logic, and contact center performance metrics.

• Collaborate with IT, support, and engineering teams to ensure alignment between voice systems and business processes.

• Provide technical leadership and hands-on support for troubleshooting and issue resolution across telephony platforms.

• Manage vendor relationships and monitor service performance, SLAs, and escalations.

• Ensure compliance with regulatory, privacy, and security standards.

• Create and maintain documentation on infrastructure, integrations, and procedures.

Requirements:

• 5+ years of experience in telephony engineering or voice infrastructure roles.

• Strong hands-on experience with NICE CXone, RingCentral, Genesys Cloud, or similar platforms.

• Deep understanding of VoIP protocols (SIP, RTP), call routing, PBX systems, and contact center technologies.

• Experience with system integration via APIs, webhooks, and middleware platforms (e.g., Zapier, MuleSoft).

• Comfortable with scripting or automation tools (Python, PowerShell, etc.) for voice workflows or monitoring.

• Strong troubleshooting skills across networks, voice quality issues, and platform interoperability.

• Experience working in enterprise environments with high availability and scalability needs.

• Excellent communication and documentation skills.

Nice to Have:

• Familiarity with platforms like Twilio, Zoom Phone, Five9, Talkdesk, etc.

• Experience with CRM platforms (e.g., Salesforce, Zendesk) integration.

• Certifications in NICE, Genesys, or equivalent telephony solutions.

• Exposure to contact center analytics and reporting tools.

Why join us?

• Opportunity to work at a high-growth AI startup, backed by top investors.

• Fast Growth - Backed by a16z and YC, on track for double-digit ARR.

• Ownership & Autonomy - Take full ownership of projects and ship fast.

• Top-Tier Compensation - Competitive salary + equity in a high-growth startup.

• Work With the Best - Join a world-class team of engineers and builders

Our Operating Principles

Extreme Ownership

We take full responsibility for our work, outcomes, and team success. No excuses, no blame-shifting — if something needs fixing, we own it and make it better. This means stepping up, even when it’s not “your job.” If a ball is dropped, we pick it up. If a customer is unhappy, we fix it. If a process is broken, we redesign it. We don’t wait for someone else to solve it — we lead with accountability and expect the same from those around us.

Craftsmanship

Putting care and intention into every task, striving for excellence, and taking deep ownership of the quality and outcome of your work. Craftsmanship means never settling for “just fine.” We sweat the details because details compound. Whether it’s a product feature, an internal doc, or a sales call — we treat it as a reflection of our standards. We aim to deliver jaw-dropping customer experiences by being curious, meticulous, and proud of what we build — even when nobody’s watching.

We are “majos”
Be friendly & have fun with your coworkers. Always be genuine & honest, but kind. “Majo” is our way of saying: be a good human. Be approachable, helpful, and warm. We’re building something ambitious, and it’s easier (and more fun) when we enjoy the ride together. We give feedback with kindness, challenge each other with respect, and celebrate wins together without ego.

Urgency with Focus
Create the highest impact in the shortest amount of time. Move fast, but in the right direction. We operate with speed because time is our most limited resource. But speed without focus is chaos. We prioritize ruthlessly, act decisively, and stay aligned. We aim for high leverage: the biggest results from the simplest, smartest actions. We’re running a high-speed marathon — not a sprint with no strategy.

Talent Density and Meritocracy
Hire only people who can raise the average; ‘exceptional performance is the passing grade.’ Ability trumps seniority. We believe the best teams are built on talent density — every hire should raise the bar. We reward contribution, not titles or tenure. We give ownership to those who earn it, and we all hold each other to a high standard. A-players want to work with other A-players — that’s how we win.

First-Principles Thinking
Strip a problem to physics-level facts, ignore industry dogma, rebuild the solution from scratch. We don’t copy-paste solutions. We go back to basics, ask why things are the way they are, and rebuild from the ground up if needed. This mindset pushes us to innovate, challenge stale assumptions, and move faster than incumbents. It’s how we build what others think is impossible.

The personal data provided in your application and during the selection process will be processed by Happyrobot, Inc., acting as Data Controller.

By sending us your CV, you consent to the processing of your personal data for the purpose of evaluating and selecting you as a candidate for the position. Your personal data will be treated confidentially and will only be used for the recruitment process of the selected job offer.

In relation to the period of conservation of your personal data, these will be eliminated after three months of inactivity in compliance with the GDPR and legislation on the protection of personal data.

If you wish to exercise your rights of access, rectification, deletion, portability or opposition in relation to your personal data, you can do so through security@happyrobot.ai subject to the GDPR.

For more information, visit https://www.happyrobot.ai/privacy-policy

By submitting your request, you confirm that you have read and understood this clause and that you agree to the processing of your personal data as described.