Talkpush powers 10–15M candidate touchpoints a month across email, SMS, WhatsApp, voice, and Messenger — and we’re just getting started. Growth is accelerating, and the bar for reliability and cost keeps rising.

Beyond routing and deliverability, we now run high-volume voice AI. In this role, you’ll optimize the AI call stack end to end: audio paths/SIP, ASR accuracy and latency, LLM/prompt configs, call outcomes, and human handoffs. We need a builder as much as an operator—design routing and redundancy, onboard carriers/regions, shape observability (dashboards, alerts, runbooks), and tighten costs (number provisioning to minute/segment economics). You’ll partner with AI/ML, Infra, and Product to move the metrics that matter—delivery & answer rates, ASR/post-dial latency, call quality, and cost per successful connection—while keeping compliance (A2P/10DLC, SPF/DKIM/DMARC) tidy.

This is a hands-on role: there are suppliers to managers, developers, clients to interact with, but no analysts/technicians to manage daily. The configuration work is in your hands.

Responsibilities

Monitor & act fast: Track delivery performance across email, SMS, voice, and AI calls. Respond immediately to delivery dips, blocks, or latency spikes.
Manage capacity: Watch calling data and concurrency levels to ensure readiness before major campaigns or product launches.
Run SIP operations: Manage and optimize SIP connections with customer-side telco systems (PBX, SBC) to improve quality and reduce costs.
Switch carriers strategically: Evaluate providers on pricing and performance; update routing rules and maintain healthy redundancy.
Provision and maintain numbers: Handle local/toll-free/short-code provisioning, concurrency settings, and A2P/10DLC registrations.
Triage delivery issues: Investigate error codes, filters, or bounces. Escalate and follow up with vendors until resolution.
Support AI & OCR flows: Monitor AI-driven call and document-recognition systems; flag edge cases and configuration issues to engineering.
Publish clear docs: Create internal and customer-facing guides for setting up SIP, activating lines, ensuring compliance, and configuring AI.
Reconcile billing: Match usage to invoices, prevent leakage, and ensure billing accuracy and timeliness.
Improve observability: Maintain dashboards, alerts, and runbooks; lead post-incident reviews and follow through with fixes.

What will make you successful

Proven experience with SIP trunking, call routing, number provisioning, and carrier management.
Hands-on work with telco/messaging/email providers (Twilio, Vonage, Ericsson, Infobip, Mailgun, SendGrid, etc.).
Strong operational instincts—comfortable reading logs, analyzing metrics, and using tools like Postman, curl, Grafana, or Datadog.
Familiarity with A2P/10DLC, deliverability (SPF/DKIM/DMARC), and compliance frameworks.
Excellent written communication—able to produce concise incident reports and user-friendly documentation.

Why you’ll love it here

You’ll sit at the center of our communications backbone—bridging AI, telco, and operations. You’ll have autonomy, real impact, and the chance to shape the future of how millions of automated conversations happen every week.

Platform Operations Manager

About Talkpush