Aircall

• Help manage the process of transferring telephone numbers between carriers • Ensure accuracy, compliance, and a smooth experience for customers • Support porting-related requests, number purchasing, Caller ID, and A2P 10DLC SMS registration inquiries • Work closely with internal teams, customers, and external carriers to resolve issues • Build a foundation in telecom operations — full training will be provided

• Support customers in resolving billing and payment inquiries (receipts, credit notes, invoices, payment processing, etc.) • Assist customer-facing teams with invoicing, subscriptions, and payment management topics • Maintain accurate customer account balances • Collaborate closely with the Accounts Receivable and Cash Collection teams • Build and maintain professional relationships by delivering a world-class billing support experience • Develop and maintain in-depth knowledge of Aircall’s billing and payment processes

• Receive and respond to escalate Customer cases regarding technical and functional questions or issues; • Handle a variety of complex issues dealing with various platforms, operating systems, applications, integrations, inbound/outbound calling, caller ID, calling features, etc. Analyze, reproduce, and be part of the resolution; • Assist the Frontline Support team to train them on some specific topics, and improve how the issues are escalated to the Technical Support team. Train the Customer Support Team about relevant subjects. Create and maintain internal documentation; • Work closely with developers and product management colleagues to diagnose, understand, and resolve issues. Mitigate risks in potential features, and bring best practices to the Customer Support Team; • Take ownership with internal and external stakeholders to define and resolve systemic issues, and suggest product enhancements and eventual workarounds. Recommend and support the implementation of process improvements; • Monitor Customer Support metrics to proactively identify trends and recurring issues. Follow up with customers to ensure ongoing high levels of satisfaction

Title: Senior Software Engineer, AI Location: Madrid Office Type: Permanent Full Time Employee Workplace: hybrid Category: 13001 - Engineering Job Description: Aircall is a unicorn, AI-powered customer communications platform used by 22,000+ companies worldwide to drive revenue, resolve issues faster, and scale customer-facing teams. We’re redefining customer communications by bringing voice, SMS, WhatsApp, and AI together into one seamless workspace. Our momentum comes from a simple idea: help teams work smarter, not harder. Aircall’s AI Voice Agent automates routine calls, AI Assist streamlines post-call work, and AI Assist Pro delivers real-time guidance so people can do their best work. The result is higher revenue, faster resolutions, and teams that scale with confidence. Aircall is headquartered in Paris, our European HQ, with a strong North American presence anchored in Seattle, our North American HQ, and teams across Madrid, London, Berlin, San Francisco, New York City, Sydney, and Mexico City. We’ve built a product customers love and a business that’s scaling quickly, backed by world-class investors and driven by rapid AI innovation across multiple product lines. At Aircall, you’ll join a company in motion. We’re ambitious, product-driven, and execution-focused, with visible impact, fast decisions, and real growth. How we work at Aircall: We’re customer-obsessed, data-driven, and focused on delivering meaningful outcomes. We value ownership, continuous learning, and thoughtful speed. If you thrive in a collaborative, fast-moving environment where trust and impact matter, you’ll feel at home here. The Role As a Senior Backend & AI Engineer, you will be responsible for the design, development, deployment, and operation of business-critical AI features. Previous experience implementing AI features is a must. Best practices, evangelization, and mentoring in your team and across all of Engineering will be a part of your day to day job. Quality, excellence, and agility drive our delivery processes and you will help us level these up. You will be building practical applications such as chatbots, virtual assistants, automated content generation, and other NLP-powered tools. You will use and fine-tune existing LLMs to cater to specific business needs and domains, ensuring high performance in real-world applications. Your Responsibilities @ Aircall - Collaborate on requirements analysis to design the right technical and business solutions for our customers. - Propose innovative solutions by staying ahead of AI landscape trends and emerging technologies. - Own key responsibilities in the design, architecture, and end-to-end delivery of AI-driven modules. - Write clean, scalable, and maintainable code while ensuring proper testing, deployment, and monitoring. - Continuously improve code quality through regular refactoring, debugging, and performance enhancements. - Contribute to building secure, high-quality AI solutions that power Aircall’s customer experience. - Optimize product and platform performance and ensure reliability through live site monitoring. - Participate in an on-call rotation to handle critical incidents and maintain system uptime. Qualifications: - AI experience is a must for this position: Strong knowledge of LLMs and hands-on experience building with them - including usage, prompting and model integration. - Familiarity with AI frameworks (e.g., LangChain, LlamaIndex, AutoGen) and modern AI architectures such as RAG, vector databases, reranking, and performance optimization. - 5+ years of experience in back-end development using Python, TypeScript/Node.js, or Java, with a focus on security, scalability, availability, and performance. - Full-stack development experience is a strong plus. - Nice to have: Ideally you will have worked with AWS in a production environment and understand how to design for, deploy on and get the best out of, the environment and services provided by Amazon. - Security is at the forefront of your mind in everything that you do. Why join us? Key moment to join Aircall in terms of growth and opportunities Our people matter, work-life balance is important at Aircall Fast-learning environment, entrepreneurial and strong team spirit 45+ Nationalities: cosmopolite & multi-cultural mindset Competitive salary package & benefits Medical, dental, and vision insurance is 100% covered 401k plan with company matching! Unlimited PTO — take the time you need to come to work feeling great! Wellness, commuter, and childcare reimbursements Generous parental leave policy

• You’ll work closely with our customers to identify, investigate, escalate and advise them on their questions and concerns. • Your interactions with our customers directly impact their ability to run their teams efficiently. • You’ll work closely with our global support team to efficiently identify, solve, escalate and advise our customers on their questions and concerns.

• Diligently investigate and resolve complex, high-impact fraud cases originating from internal teams (Engineering, Sales, Success, Billing Support, Number Operations) and carrier partners, applying strong analytical judgment and clear documentation • Handle complex escalations and take difficult final decisions with direct business impact, ensuring every decision is thoroughly documented and backed by data • Conduct advanced data analysis using tools such as Looker, Datadog, SQL, HEX and similar platforms to identify emerging fraud patterns, quantify risk and support data-driven decisions • Review and assess KYC (Know Your Customer) and KYB (Know Your Business) documentation to evaluate customer risk profiles and flag suspicious onboarding activity • Partner with customer account owners and cross-functional stakeholders to communicate fraud findings clearly and support resolution • Assist the Fraud Operations Manager in identifying process improvement opportunities and contribute to the refinement of fraud detection and prevention practices • Accurately document fraud attempts, trends and loss events to support reporting and continuous improvement efforts

• Have key responsibilities within the requirements analysis, scalable & low latency streaming platform solution design, architecture, and end-to-end delivery of key modules in order to provide near real-time data solutions for our product • Analyze and translate business needs into data model & optimize for big data • Identify slow queries and optimize for better performance • Write clean scalable code using Scala / python / SQL and test and deploy applications and systems • Solve our most challenging data problems, in near real-time, utilizing optimal data architectures, frameworks, query techniques, sourcing from structured and unstructured data sources. • Be part of an engineering organization delivering high quality, secure, and scalable solutions to Aircall clients • Involvement in product and platform performance optimization and live site monitoring • Mentor team members through giving and receiving actionable feedback.

Title: Senior Regional Marketing Manager - FIME Location: Paris Office Type: Permanent Full Time Employee Workplace: hybrid Category: 11003 - Demand Generation Job Description: Aircall is a unicorn, AI-powered customer communications platform used by 22,000+ companies worldwide to drive revenue, resolve issues faster, and scale customer-facing teams. We’re redefining customer communications by bringing voice, SMS, WhatsApp, and AI together into one seamless workspace. Our momentum comes from a simple idea: help teams work smarter, not harder. Aircall’s AI Voice Agent automates routine calls, AI Assist streamlines post-call work, and AI Assist Pro delivers real-time guidance so people can do their best work. The result is higher revenue, faster resolutions, and teams that scale with confidence. Aircall is headquartered in Paris, our European HQ, with a strong North American presence anchored in Seattle, our North American HQ, and teams across Madrid, London, Berlin, San Francisco, New York City, Sydney, and Mexico City. We’ve built a product customers love and a business that’s scaling quickly, backed by world-class investors and driven by rapid AI innovation across multiple product lines. At Aircall, you’ll join a company in motion. We’re ambitious, product-driven, and execution-focused, with visible impact, fast decisions, and real growth. How we work at Aircall: We’re customer-obsessed, data-driven, and focused on delivering meaningful outcomes. We value ownership, continuous learning, and thoughtful speed. If you thrive in a collaborative, fast-moving environment where trust and impact matter, you’ll feel at home here. Aircall is seeking a Senior Marketing Manager to own and execute the regional marketing strategy in the FIME region. You will lead the translation of global priorities into high-impact local initiatives, partnering closely with local sales, partnerships, customer success, and global marketing teams. This role is accountable for building sustainable pipeline, accelerating revenue, and elevating Aircall’s brand presence in FIME through locally-relevant, insight-driven marketing. You will bring a strong strategic perspective, deep market understanding, and a bias for executional excellence, leading full-funnel programs across digital, events, partners, product launches, and regional campaigns. You’ll thrive here if you are a data-driven, collaborative marketer who wants to shape regional growth, influence cross-functional GTM direction, and operate with high levels of ownership and autonomy. Key Responsibilities: - Own and execute the FIME regional marketing strategy, acting as the strategic marketing lead for the region and driving full-funnel pipeline growth through digital, partner, content, events, webinars, and local activations. - Partner closely with regional Sales, Partnerships, and Account Management leaders to align on GTM priorities, pipeline goals, and shared revenue outcomes. - Translate global campaigns, messaging, and product launches into high-impact local programs that drive brand relevance, engagement, and conversion in the FIME market. - Provide market insights, competitive intelligence, and performance analysis to shape strategy, optimise programs, and guide regional investment decisions. - Lead partner marketing initiatives with priority channel and alliance partners to strengthen brand presence and generate leads and pipeline. - Ensure consistent communication with Sales and cross-functional teams, keeping stakeholders informed of upcoming initiatives, campaign performance, and optimisation plans. - Own reporting for regional marketing performance, including weekly and monthly updates, pipeline reporting, initiative ROI, and recommended next steps Qualifications: - 7 years or more of experience in high technology B2B enterprise software or SaaS preferred. - Deep knowledge of the FIME market with a proven track record of marketing to SMBs and supporting global sales and marketing efforts. - Language skills: Native proficiency in French and fluent proficiency in English. - Strong background in developing fully integrated marketing strategies tailored to specific markets. - Proficiency in HubSpot, Salesforce, Looker, or similar tools. - Exceptional project management and problem-solving skills. - Highly autonomous, with the ability to prioritise, manage multiple projects, and meet deadlines with minimal supervision. - Excellent time management, organisational, communication, and collaboration abilities. - Positive, energetic attitude and initiative, with a strong work ethic. - Location: This is a hybrid position requiring a few days per week at our Paris office. Why join us? - Key moment to join Aircall in terms of growth and opportunities - Our people matter, work-life balance is important at Aircall - Fast-learning environment, entrepreneurial and strong team spirit - 45+ Nationalities: cosmopolite & multi-cultural mindset - Competitive salary package & benefits DE&I Statement: At Aircall, we believe diversity, equity and inclusion – irrespective of origins, identity, background and orientations – are core to our journey. We pride ourselves on promoting active inclusion within our business to foster a strong sense of belonging for all. We’re working to create a place filled with diverse people who can enrich and learn from one another. We’re committed to ensuring that everyone not only has a seat at the table but is valued and respected at it by providing equal opportunities to develop and thrive. We will constantly challenge ourselves to make sure that we live up to our ambitions around diversity, equity and inclusion, and keep this conversation open. Above all else, we understand and acknowledge that we have work to do and much to learn. Want to know more about candidate privacy? Find our Candidate Privacy Notice here.

• Investigate and resolve complex telephony and network-related issues that impact our customers’ ability to make and receive calls through Aircall • Focus heavily on voice quality, VoIP troubleshooting, and telecom integrations • Collaborate across internal engineering teams and external carrier partners • Work closely with customers, support teams, and telecom providers to diagnose issues such as poor audio quality, call failures, reachability problems, and carrier-related routing issues • Support regional business hours, while collaborating with Aircall’s global support organization when additional coverage or expertise is required • Lead technical troubleshooting sessions with customers to investigate voice-quality and connectivity issues • Translate complex technical findings into clear explanations for customers and internal stakeholders

• Investigate escalated voice-quality issues • Troubleshoot call routing and telephony behavior across SIP, VoIP infrastructure, and WebRTC applications • Analyze logs, signaling data, and call traces to identify root causes of calling issues • Lead technical troubleshooting sessions with customers • Maintain strong communication throughout investigations • Collaborate with Engineering and Product teams to diagnose platform-level issues • Train frontline support teams on voice-quality troubleshooting and escalation best practices • Monitor support trends and identify recurring voice-quality issues