Telephony Engineer

Full-Time
Fully_Remote
Argentina, Chile, Colombia, Mexico, Peru, Uruguay, Brazil

Summary of the Role

We are looking for a Senior Telephony Engineer to own the end-to-end design, configuration, and reliability of our cloud contact center (CCaaS) platform. Sitting at the intersection of telecom operations and software engineering, you will build complex call flows and write APIs, webhooks, and scripts (Python/Node.js) to connect telephony systems with CRMs and internal databases.

Desired Skills

  • Full-Time availability
  • English B2 or above.
  • 5+ years of hands-on experience configuring enterprise CCaaS platforms (NICE CXone, Genesys Cloud, Five9, Amazon Connect, or Talkdesk).
  • Deep knowledge of ACD, skills-based routing, IVR logic, outbound predictive dialers, call recording, and disposition flows.
  • Solid understanding of SIP/RTP, carrier management, phone number provisioning, QoS, and voice-quality diagnostics.
  • Applied coding skills in Python or JavaScript/Node.js to build REST APIs, webhooks, and middleware scripts.
  • Proficiency in SQL (PostgreSQL, MySQL, or SQL Server) for data validation, reporting, and CRM synchronization.
  • Applied experience using Git, CI/CD pipelines, and structured code reviews for telephony configuration changes.

Responsibilities

  • Design, build, and optimize inbound/outbound call flows, ACD skill routing, IVRs, and dialer strategies.
  • Build API endpoints, webhooks, and middleware scripts to synchronize call data with CRM systems and reporting platforms.
  • Partner with network and security teams to manage SIP/RTP traffic, carrier relations, number provisioning, and voice-quality troubleshooting.
  • Maintain observability dashboards (latency, API failure rates, voice quality, contact center KPIs) and participate in an on-call rotation.
  • Execute changes methodically in high-availability, live call environments.

Nice-to-Haves

  • Direct experience with NICE CXone / inContact.
  • Hands-on experience building telephony integrations inside AWS (Lambda, API Gateway, SQS/SNS).
  • Experience with AI Voice integrations (Speech-to-Text $\rightarrow$ Intent $\rightarrow$ Response flows).
  • Experience with Salesforce and idempotent API workflows.
  • Hands-on experience with observability tools like Datadog, New Relic, or CloudWatch.

Who You Are

  • Methodical and careful when applying changes in high-availability, live call environments.
  • Investigates deeply into SIP logs, network packets, and API failures to solve underlying issues.
  • Translates complex VoIP and telephony constraints clearly to non-technical business leaders.
  • Combines enterprise CCaaS expertise with modern software engineering practices (Git, Python/Node.js, APIs).

Some benefits:

  • 🖥️ 100% remote work
  • ⌚ Full-time schedule, flexible according to objectives
  • 🏖️PTO & holidays
  • 💻 Laptop

About Howdy

Howdy.com, founded in 2018 and headquartered in Austin, Texas, helps US companies who want to hire, manage, and retain their teams in Latin America (LatAm) directly but need help with multinational logistics, contracts, compliance, and culture. Companies that use Howdy.com get the best talent available in LatAm and gain access to an entire network and a thriving community of professionals who are changing the world. By partnering with Howdy.com, companies can expand their physical presence into some of the fastest-growing economies in LatAm.

Howdy.com is a member of Y Combinator and has garnered significant support from prominent investors, including Greycroft and Obvious Ventures. The company raised over $20 million in a series A venture capital round.

Our core values

#1 Sports Team: At Howdy, we win together. From players to support, everyone is vital to our success. We hire for excellence, prioritize teamwork, and strive for continuous improvement. We collaborate, seek advice, and actively contribute to Howdy's victories.

Altruism: Demonstrating altruism involves prioritizing the team and assuming the best in others. We communicate openly, provide honest feedback, and extend grace. Altruism is selfless service, focusing on supporting our players and team growth.

Curiosity: Being curious at Howdy means having the willingness to learn, adapt, and explore new ideas. We question existing beliefs, embrace humility, and see curiosity as our superpower. Demonstrating curiosity involves researching unfamiliar tasks, asking questions to understand the full picture, and seeking better ways to complete routine tasks.

Have Spirit: Having spirit at Howdy is about celebrating wins, building a sense of community, and bringing positivity. Demonstrating spirit involves attending events, getting to know teammates, participating in challenges, and proudly wearing the Howdy swag. Simply put, it's about bringing a super-fan spirit to work every day.