Aircall

• 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

• Lead, coach, and develop the Number Operations team — setting clear goals, holding regular 1:1s, and fostering a culture of accountability and continuous improvement. • Monitor team workload and queue health, ensuring tickets are distributed fairly and SLAs are consistently met. • Define and track operational KPIs (such as porting success rates, provisioning turnaround, SLA adherence) and present regular reports to senior stakeholders. • Identify process improvements that increase efficiency, reduce error rates, and help the team scale as Aircall expands into new markets. • Manage your own portion of the daily ticket queue — including number provisioning, porting requests, inventory management, and related customer or internal queries. • Support the team on tickets that require additional expertise or senior judgement, maintaining visibility of the queue's status daily. • Ensure compliance with country-specific telecom regulations, number portability rules, and carrier documentation requirements across key markets. • Partner with the Technical Lead to handle escalations, bugs, and training needs effectively, ensuring the team's operational feedback reaches engineering and product teams. • Engage with carrier and supplier contacts at a relationship level to support commercial discussions and escalations beyond daily technical interactions. • Collaborate with product and engineering teams to provide operational input on tooling improvements, automation opportunities, and new market launches.

• 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

• 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

• 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