Telecommunication Engineer

We’re looking for a Telecommunication Engineer to join our growing team and take ownership of the communication infrastructure powering customer and internal interactions across the business. This role will focus on telephony, messaging, email, and WhatsApp channels, ensuring reliable operations while supporting integrations, acquisitions, and continuous optimisation. You will work closely with product, engineering, QA, operations, and external telecom providers, with direct impact on customer experience, team productivity, and business scalability.

 Key Responsibilities

1. Telecommunication Channels Ownership & Operations

Own the day-to-day performance and reliability of Dwelly’s communication channels including IP telephony, SMS/RCS messaging, email, and WhatsApp Business API (WABA). Support operations with providers such as Voximplant, Vonage, Twilio, and other vendors, including configuration, troubleshooting, platform administration, and technical escalations. Monitor service health, delivery quality, blacklists, spam ratings, and overall channel effectiveness to ensure uninterrupted communication.

2. Routing Logic, Integrations & System Support

Build, maintain, and optimise telephony routing scenarios for inbound and outbound call flows, including voicemail, business hours schedules, transfers, call recordings, CLI logic, and other advanced workflows. Support all telecommunication components integrated into the CRM, including log checking, troubleshooting, template management, and logic modifications. Deliver integrations across communication systems using APIs, webhooks, WebSockets, and AI-powered solutions in collaboration with developers and technical partners.

3. Internal Support, Testing & Incident Management

Handle requests from Dwelly employees through the ticketing system regarding any communication channel, telephony issue, or softphone-related problem. Collaborate with QA during incidents, acceptance testing, regression testing, or functional validation of telecommunication channels. Investigate issues quickly, coordinate with vendors and contractors, and drive resolution during high-priority service disruptions.

4. Acquisitions Integration & Continuous Improvement

Work closely with the integration team to assess the telecom stack of acquired agencies, analyse current call routing logic, and produce technical diagrams. Support number porting processes, agency migrations, and transitions to Dwelly systems with minimal disruption. Identify repetitive processes and improve them through automation, tooling, documentation, and AI-assisted workflows to support rapid company growth.

 Qualifications

Core qualifications

• Strong communication skills and fluency in English.

• Higher degree education.

• Strong understanding of telephony systems, SIP, trunks, routing logic, and VoIP operations.

• Experience troubleshooting telecom incidents across voice, SMS, email, or messaging channels.

• Ability to work with APIs, logs, JSON, webhooks, and provider documentation.

• Strong problem-solving skills – ability to approach challenges logically and propose practical solutions.

Preferred background

• Experience with Twilio, Vonage, Voximplant, or similar providers.

• UK number porting experience.

• WABA operational knowledge.

• Email deliverability / blacklist management expertise.

• SQL and spreadsheet analysis skills.

• Contact centre or high-volume communications environment experience.

Ways of working

• Startup mentality: resilience, adaptability, and ability to thrive in a fast-paced environment.

• Customer-centric mindset: focus on delivering value to end-users or clients.

• Highly proactive and self-sufficient.

• Comfortable managing vendors and contractors.

• Critical thinker who automates repetitive processes.

• Comfortable using AI tools to accelerate work.

 Compensation and benefits

• The role is fully remote, providing flexibility and enabling seamless collaboration with our geographically distributed team

• Competitive salary with the potential for equity options based on performance, recognising exceptional contributions to our integration success