21 hours ago
Remote, India +9 moreMid Level / Senior
Responsibilities
- Lead technical onboarding for enterprise customers from kickoff and architecture review through go-live and ramp.
- Help customers move from pilot to production through concurrency planning, load readiness, and rollout strategy.
- Build voice agents with customers using prompts, conversation flows, knowledge bases, voice and language settings, and call transfer.
- Design integrations with CRM, scheduling, ticketing, and internal systems using custom functions, webhooks, the Retell API, and SDKs.
- Advise on conversation design and deployment strategies for inbound support, outbound campaigns, appointment booking, and qualification use cases.
- Work directly in customer codebases and troubleshoot live deployments involving call quality, latency, interruptions, transcription, hallucinations, tool calls, and unexpected agent behavior.
- Debug APIs, webhooks, authentication, SIP trunking, carrier setup, number routing, call transfers, caller ID, and custom LLM integrations.
- Use logs, transcripts, and post-call analysis to identify root causes and write customer-facing post-incident summaries.
- Escalate reproducible technical issues to Engineering with sufficient context for resolution.
- Translate customer feedback into product requests and create documentation, templates, and playbooks for recurring issues.
- Work with Product and Engineering to test new features with customers.
Requirements
- Bachelor’s degree in Computer Science, Computer Engineering, Electrical Engineering, or a related technical field.
- 2–8 years of professional experience in Technical Support Engineering, Customer Success Engineering, Solutions Engineering, Forward Deployed Engineering, Software Engineering, or a similar technical role.
- Strong technical problem-solving skills and comfort debugging distributed systems.
- Hands-on experience with REST APIs, webhooks, authentication, logs, and network traces.
- Clear written and live communication with both technical and business stakeholders.
- Comfort working directly with customers during launches and incidents.
- Availability for meaningful overlap with Pacific Time working hours.
- Preferred experience with Python or TypeScript, LLMs, prompt engineering, voice AI, conversational AI platforms, SIP, VoIP, PSTN, Twilio, Telnyx, latency optimization, speech-to-text, text-to-speech, WebSocket systems, startup environments, enterprise customers, security reviews, SOC 2, and HIPAA.
- Willingness to travel occasionally for launches or onsite work.
Benefits
- Full-time 1099 contract engagement.
- Remote work with required overlap with Pacific Time team and customer hours.
- Compensation of $6,000–$7,500 USD per month based on experience.
- Occasional travel for launches or onsite work may be required.
Tech Stack
Categories
Solutions Engineering
About Retell AI
Retell AI builds a voice AI agent platform and APIs that let businesses automate inbound and outbound phone calls for sales, support, and operations. It offers cloud SaaS and developer tools to build, test, deploy, and monitor agents that integrate with telephony and CRMs, serving industries such as healthcare, insurance, financial services, and logistics. Founded in 2023 and headquartered in Redwood City, California, it is privately held and backed by Y Combinator.