Telecom Engineer

Description

Grab your cape, become a SuperHyro!

Hyro, the leader in Responsible AI Agents for Healthcare, enables health systems to safely automate workflows and conversations across their most valuable platforms, services, and channels—including call centers, websites, SMS, mobile apps, and more. Hyro's clients, which include Intermountain Health, Baptist Health, and Hackensack Meridian Health, benefit from AI agents that are fully HIPAA-compliant, fast to deploy, easy to maintain, and simple to scale—generating better conversations, successful patient outcomes, and revenue-driving insights.

What Are We Looking For?

We are looking for a skilled Telecom Engineer to support the integration of customer telephony systems with our conversational AI product. You will play a key role in onboarding new customers, ensuring smooth telephony integration, and providing Tier 2 support for existing deployments. 

This is a remote role working from home. 

Responsibilities

• Lead and support the integration of customer telephony systems (e.g., SIP trunks, PBXs, contact centers) with our conversational AI platform.
• Provide technical support for telephony-related issues in production environments.
• Collaborate with customer IT/telecom teams and internal engineering, product, and support teams to deliver successful implementations.
• Analyze call flows, troubleshoot SIP signaling, and resolve audio/media-related issues.
• Maintain clear technical documentation for integration steps, configurations, and known issues.
• Help optimize and evolve our telephony integration processes and tooling.

Requirements

• Proven experience in VoIP/SIP technologies and at least one enterprise telephony systems (e.g., Cisco, Avaya, Genesys, Twilio).
• Hands-on experience with call flows, SIP traces, and protocol troubleshooting tools (e.g., Wireshark, sngrep).
• Experience with designing and setting up SIP trunks using SBCs (Cube, avaya or similar)
• Solid understanding of network fundamentals (TCP/IP, NAT, firewalls, QoS).
• Strong communication and customer-facing skills.
• Ability to work independently and handle critical support issues under pressure.

Advantages:

• Hands on experience with cloud and on prem contact center environments including routing logic, prompts and scripting (ICM/CVP, Genesis Architect or similar).
• Basic scripting or automation skills (e.g., Python, Bash) are a plus.
• Understanding of conversational AI or voicebot architecture.
• Experience with Twilio and their programmable voice solution (SIP domains, Elastic SIP trunking and etc').
• Understanding of APIs and data exchange formats (e.g., REST, JSON, webhooks).

Equal Opportunities

Hyro is an equal opportunity employer. We do not discriminate against any employee or job applicant on the basis of race, color, gender, national origin, age, religion, creed, disability or sex.