Broadvoice

• Diagnose and resolve escalated Tier 2 issues related to SIP signaling, call routing, and FreeSWITCH platform behavior • Analyze SIP traces, RTP streams, and FreeSWITCH logs to identify root causes of call quality, registration, and interoperability issues • Troubleshoot network-layer issues affecting voice traffic, including packet loss, jitter, latency, firewall/NAT traversal, and VLAN/QoS misconfigurations • Query and analyze operational databases using SQL to investigate call records, provisioning data, and platform telemetry in support of issue resolution • Maintain and document internal runbooks, troubleshooting guides, and known-issue resolutions • Collaborate with engineering and product teams on platform issues, bugs, and feature requests • Provide technical mentorship and training to Tier 2 support engineers • Support carrier and vendor integration troubleshooting (SIP trunks, gateways, UCaaS platforms)

• Develop and maintain software solutions, primarily using React and Ruby on Rails • Mentor development teams to uphold high standards of code quality • Work with team leaders, product managers, and developers from the discovery phase to solution delivery • Translate business requirements into clear technical requirements • Write clean, maintainable, and efficient code • Develop and maintain unit/integration tests to ensure reliability • Participate in code reviews and promote team knowledge-sharing • Create and maintain thorough technical documentation • Debug and solve customer bugs

• Design, develop, and maintain software solutions using Node.js, Nest.js, and React.js, with a focus on AI-powered features across the platform. • Build and evolve AI-based capabilities such as: LLM-powered features for intelligent automation, summarization, classification, and decision support across CCaaS workflows. • Agentic workflows using tools like MCP, function calling, and multi-step reasoning pipelines. • Real-time AI integrations with voice and digital channels (transcription, sentiment, intent detection, etc.). • Embedding and retrieval systems for RAG-based features and knowledge-augmented experiences. • Implement and drive event-driven architectures using Kafka to support async AI processing pipelines. • Lead small to medium technical projects end-to-end — from scoping and technical design to delivery and retrospective. • Navigate tech and product tradeoffs — work closely with Product and Design to challenge scope, propose alternatives, and land on pragmatic solutions without losing sight of outcomes. • Work effectively with contractors — onboard, align, and maintain quality standards across mixed teams. • Mentor engineers and raise the technical bar through code reviews, design discussions, and knowledge sharing. • Translate ambiguous business needs into clear technical direction — and keep stakeholders aligned along the way. • Keep technical documentation sharp and actively contribute to engineering standards.

Role Description Broadvoice is looking for a Customer Success Specialist to become an integral part of our dynamic team. In this role, you will work closely with customers to ensure they are taking advantage of all applicable product capabilities and help to resolve any potential issue or risk. We are looking for a candidate who is not just equipped with the necessary skills, but who is passionate about helping customers achieve their goals and gain operational efficiency. By monitoring the health of the customer relationship, the CSS will predict and navigate customer challenges and offer solutions that drive satisfaction, retention, and additional enrichment opportunities. Qualifications - 0-3 years’ experience in driving successful solution-oriented client engagement. - Experience handling difficult internal and external business challenges and delivering exceptional service resulting in high client retention. - Experience in Unified Communications as a Service (UCaaS) or other comparable telephony industry (ex: Contact Center as a Service (CCaaS) preferred). - Experience managing projects with multiple stakeholders and systems, occasionally globally, as well as working within tight project and client timelines and resources. - Ability to navigate business processes and quickly understand customers' business structures and needs, articulate, and demonstrate what is required for successful delivery of customer expectations. - The ability to work in a high-energy, fast-paced environment, collaborating with other departments to achieve strong results. - A high degree of autonomy, organization, ability to prioritize, proficiently leverage internal systems. - Proficiency with technology in products such as Microsoft Office Suite (Word, Excel, PowerPoint) and the ability to produce professional customer presentations, reports, and analysis and recommendations. - Experience with CRM systems (Salesforce, Rev.io, etc.). Requirements - Work closely with our customers to understand their business needs and ensure they’re able to gain value from our products. - Manage and work cases that come into the Customer Success Queue. - Handle contract renewals for customers. - Deploy reactive retention activities as needed for at-risk customers. - Conduct proactive health reviews and outreach to at-risk customers to mitigate risk. - Handle incoming customer questions regarding their account and contract and assist with changes as needed. - Work cross-functionally to ensure customer needs are met timely. Benefits - 🚀 Grow Your Career: Whether you’re interested in advancing technical skills, developing leadership acumen, or exploring new areas, we support your career journey with clear growth paths, access to learning resources, and mentorship. - 🏡 Enjoy Flexibility: We know life happens outside of work. Our remote-first approach and focus on work-life harmony let you thrive in all areas of your life. - 🤝 Community & Culture: Be part of a team that values diversity, inclusion, and a sense of belonging—where your contributions make a real difference. - 🌟 Make an Impact: With us, your ideas are heard, and your work is meaningful. As a member of our team, you’ll play a central role in building a more reliable and process-oriented infrastructure for Broadvoice’s future.

• Own the strategy, growth, and day‑to‑day success of Broadvoice’s relationships with TSDs. • Develop strong relationships with executive, channel, Sale, engineering, and marketing teams across the TSD. • Identify high‑potential sub‑agents and partner managers and create activation plans that drive consistent deal flow. • Build repeatable enablement programs that make it easy for TSDs and sub‑agents to position Broadvoice. • Drive partner-led deal creation and forecasting accuracy. • Collaborate with Sales, Marketing, Product, and Customer Success to support TSD deal cycles.

• Play a central role in the migration of legacy frontend to React • Design and evolve a scalable frontend architecture • Work closely with Product and Design to implement omnichannel UI experiences • Define and enforce frontend engineering standards • Mentor other engineers on React best practices • Contribute to backend development when required • Actively contribute to technical discussions and propose better approaches • Help the team move faster by reducing friction

• Serve as a Broadvoice brand ambassador by embodying our core values and delivering exceptional customer support • Research, diagnose, and resolve technical issues—particularly those involving SIP signaling, RTP, and call logs in VoIP/SIP trunking environments • Troubleshoot call failures using logs and diagnostic tools; identify root causes for quality or connectivity issues in SIP environments • Accurately document and track issues using our internal ticketing system • Identify and escalate bugs or defects; document feature requests to help improve our product ecosystem • Create and contribute to knowledge base documentation and support the enablement of peers with up-to-date technical info • Communicate real-time insights with your team through collaboration tools like chat and internal channels • Actively grow your technical knowledge with training, manuals, industry publications, and hands-on experience • Take on additional duties and special projects as assigned

Role Description Weʼre seeking a talented and experienced full-stack software developer with expertise in Node.js, Nest.js, Kafka, Postgres, and React.js, and a passion for building scalable and robust solutions. As part of our dynamic team, youʼll play a key role in developing and implementing innovative software products, collaborating closely with product managers, designers, QA analysts, and fellow developers. We highly value experience with leading AI tools and services, as we continuously explore cutting-edge technologies to enhance our products. Additionally, we seek someone with a sharp, critical mindset, someone who challenges assumptions, brings fresh perspectives, and actively contributes to shaping innovative, forward-thinking solutions. - Design, develop, and maintain software solutions using Node.js, Nest.js, and React.js. - Implement and evolve Event-Driven Architectures with Kafka. - Design and deliver AI-based capabilities, including: - MCP servers for secure and reusable system integrations - LLM-powered features for analytics, insights, and automation - AI-driven workflows embedded in CCaaS experiences - Collaborate with product, data, and UX teams to translate business needs into production-ready solutions. - Leverage AI tools and services to optimize and enhance solutions. - Mentor development teams and promote high code quality standards. - Contribute from discovery to delivery, translating business requirements into technical specifications. - Write clean, maintainable, and well-tested code. - Participate in code reviews and knowledge sharing. - Maintain clear technical documentation. - Proactively identify improvements and propose innovative solutions. Qualifications - Bachelorʼs degree in Computer Science or a related field. - 4+ years of experience in software development with Node.js, TypeScript (and/or Nest.js), React.js. - Strong understanding of loosely coupled architectures. - Experience with AI tools and services is a strong plus. - Proficiency with Git, Linux, and Agile methodologies. - Excellent problem-solving skills with a critical and analytical mindset. - Strong communication skills and experience working with remote teams (fluent English required). - Leadership qualities with a collaborative, team-oriented mindset. - A passion for learning, experimenting with new technologies, and challenging conventional solutions. - Knowledge in VoIP environments, LLM-powered features, Apache Kafka, Postgres, Docker, Kubernetes, and event-driven architectures. Benefits - 🚀 Grow Your Career: Whether you’re interested in advancing technical skills, developing leadership acumen, or exploring new areas, we support your career journey with clear growth paths, access to learning resources, and mentorship. - 🏡 Enjoy Flexibility: We know life happens outside of work. Our remote-first approach and focus on work-life harmony let you thrive in all areas of your life. - 🤝 Community & Culture: Be part of a team that values diversity, inclusion, and a sense of belonging—where your contributions make a real difference. - 🌟 Make an Impact: With us, your ideas are heard, and your work is meaningful. As a member of our team, you’ll play a central role in building a more reliable and process-oriented infrastructure for Broadvoice’s future.

• Develop detailed test plans and test cases based on software requirements and technical specifications. • Collaborate in defining acceptance criteria with product and engineering teams. • Identify potential risks in design and propose mitigation strategies. • Participate in root cause analysis of failures, collaborating on resolutions. • Support bug prioritization and QA activity planning. • Develop quality reports and test metrics. • Contribute to the continuous improvement of QA processes within the team. • Test APIs using tools such as Postman or similar. • Familiarity with Linux command line. • Nice to have: Knowledge of Docker.

• Compiling, analyzing, and reporting sales data. • Monitoring, and analyzing competitive activity, customer, and market trends. • Providing actionable insights to guide the sales and marketing teams • Review past and current sales data to determine trends in productivity • Present actionable information and insights • Create new reports and dashboards, update workflows and fields as needed • Support Sales Management: KPI/Scorecard development and distribution, maintain weekly/monthly/annual reporting. • CRM Maintenance and Standardization: Salesforce super user. • Support initiatives for data integrity and normalization