Broadvoice

• 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.

• 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. • 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. • Other duties as assigned.

• Lead the design, development, and delivery of scalable training programs, sales messaging, processes, and tools that drive consistent performance across global sales teams and partners. • Enable successful product launches by equipping sales teams with the knowledge, positioning, and resources needed to effectively sell our solutions. • Plan and facilitate partner webinars to support onboarding, product education, and ongoing enablement initiatives. • Own end-to-end sales learning programs, including content development, scheduling, coordination, and delivery of instructor-led and virtual training. • Drive new hire onboarding programs, ensuring a structured and effective ramp that accelerates productivity and consistency. • Build and maintain strong partner relationships, supporting their journey from initial onboarding through ongoing enablement and engagement. • Partner with sales leadership to identify skill gaps, reinforce messaging, and align enablement initiatives with revenue objectives. • Manage cross-functional enablement projects, including training programs, webinars, and targeted development initiatives. • Develop engaging learning assets across formats, including eLearning modules, instructor-led content, presentations, and job aids. • Continuously assess and improve enablement programs using feedback, performance metrics, and evolving business priorities.

• Design, develop, and maintain automated test scripts and frameworks using industry-standard tools and technologies • Implement automated tests for regression, functional, performance, and API testing • Integrate automated tests into continuous integration and continuous deployment pipelines • Execute and monitor automated test runs and analyze test results • Troubleshoot automation test failures and collaborate with developers to resolve issues • Contribute to the improvement of automation frameworks, tools, and processes

POSITION SUMMARY Broadvoice is seeking a Technical Support Specialist with strong VoIP knowledge and SIP trunking troubleshooting experience to join our growing team. In this technical, customer-facing role, you’ll work directly with business clients via phone, chat, and email to resolve complex issues—particularly those related to call flow, SIP signaling, and voice service performance. If you’re passionate about problem-solving and want to make a meaningful impact in a fast-paced, customer-focused environment, we want to hear from you. KEY RESPONSIBILITIES - 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 QUALIFICATIONS - Strong knowledge of VoIP technologies (SIP, RTP, NAT traversal) and experience in SIP trunking environments - Demonstrated experience troubleshooting SIP signaling and interpreting call logs, preferably with platforms like Metaswitch - Understanding of network fundamentals, router configurations, and basic IT concepts - Strong English communication skills—written, verbal, and in live customer interactions - Ability to manage time effectively and stay detail-oriented in a fast-paced support environment - Previous experience in a Tier 2 or higher technical support role in a VoIP, telecom, or unified communications setting is preferred WHY BROADVOICE 🚀 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. Are you ready to join a passionate and talented team to build the future of Broadvoice? If you’re a strategic thinker, a collaborative, and have a talent for driving impactful results, we’d love to meet you! Apply now to become part of a forward-thinking company that’s growing and empowering its people across all roles and departments.