Senior Engineer - Voice & Contact Center Technology

April 15

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Toku

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Toku is a company that specializes in AI-powered communication solutions, focusing particularly on customer engagement and business telephony. They offer a wide range of products, including conversational AI platforms, AI voice agents, and business telephony solutions for platforms like Microsoft Teams and Zoom Phone. Their services also include customer engagement tools such as contact centers, campaign managers, and feedback management systems. Toku is particularly focused on enhancing customer experience (CX) in the APAC region with solutions tailored to address unique language and communication challenges in the area. Additionally, Toku provides embedded communication solutions like programmable voice and messaging, user verification, and number masking to enhance security and efficiency in client communications. They cater to various industries including government, fintech, insurance, and travel, aiming to provide omnichannel and seamless digital experiences.

VoIP • International voice • SMS • Virtual numbers • DIDs

51 - 200 employees

📡 Telecommunications

☁️ SaaS

💰 $5M Series A on 2022-10

📋 Description

• At Toku, we create bespoke cloud communications and customer engagement solutions to reimagine customer experiences for enterprises. • We provide an end-to-end approach to help businesses overcome the complexity of digital transformation in APAC markets and enhance their CX with mission-critical cloud communication solutions. • Toku combines local strategic consulting expertise, bespoke technology, regional in-country infrastructure, connectivity and global reach to serve the diverse needs of enterprises operating regionally. • To augment our enterprise digital transformation offerings, we recently incorporated a new business consulting unit with a dedicated team of expert consultants into our operations. • As we continue creating momentum for our products in the APAC region and helping customers with their communications needs, we are looking for a Voice Engineer specializing in our 'Contact Center Technology.

🎯 Requirements

• 3-5 years of experience in Voice engineering, preferably with a background in contact centre technologies such as Cisco, Avaya, Genesys, or other voice systems. • Strong knowledge of IVR and Contact Center technology. • In-depth knowledge and experience with Session Border Controllers, SIP Servers, Voice Gateways, and VoIP protocols such as SIP, RTP, TLS, and SRTP. • Working knowledge and experience with Linux/Unix operating systems. • Experience with SIP proxies (OpenSIPS), PBXs (FreeSWITCH, Asterisk) • Expert knowledge in Configuring, Asterisk and FreeSWITCH. • Strong understanding of VOIP concepts, SIP protocol, Soft-switching, and Networking. • Experience in working with third party/open-source SIP stacks, implement QOS in VOIP networks. • Working knowledge and experience in solving common VoIP NAT traversal issues and using NGREP/SNGREP, TCPDump, or Wireshark. • Must have excellent analytical, troubleshooting problem-solving skills and be proficient at managing multiple tasks in a fast paced and dynamic environment. • Ability to work in an Individual contributor role, meet deadlines, identify issues, and resolve them independently with minimal supervision. • Experience supporting L2/L3 incidents and vendor escalations and adhere to SLAs. • Experience in supporting call centre solutions would be preferred. • Excellent verbal and written communication skills. • Strong organizational and interpersonal skills, with an ability to build relationships. • Work effectively within a team environment.