Telephony Engineer

**About Happyrobot**

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

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