Global Telephony Engineer

About Tala
At Tala, we're applying advanced technology and human creativity to solve what legacy institutions can't or won't. We are a global financial infrastructure company on a mission to unleash the economic power of the global majority, recognizing that today's financial infrastructure doesn't work for most of the world's population.

We're the first and only platform to combine the intelligence of a credit bureau, the payments execution of a fintech, and the relationship expertise of a bank into one vertically integrated solution. Our platform is powered by an expansive moat of proprietary data and AI/ML decisioning technology, enabling us to deliver instant, reliable liquidity personalized to every customer's needs. Through our flagship credit app, we've disbursed over $7 billion in credit to more than 12 million customers across Latin America, Southeast Asia, and East Africa. These customers have leveraged Tala products to start and expand small businesses, manage day-to-day needs, and pursue their financial goals.

Our pioneering work and proven impact have earned us consistent recognition, including being named to:

CNBC's Disruptor 50 for five years.

CNBC's World's Top Fintech Companies for two consecutive years.

Forbes' Fintech 50 list for nine consecutive years.

Visionary investors, persuaded by the economic power of the global majority, have committed half a billion dollars in equity and debt to Tala's success.

Given the global nature of our team, we operate on a remote-first approach with office hubs in Santa Monica, CA (HQ); Nairobi, Kenya; Mexico City, Mexico; Manila, the Philippines; and Bangalore, India.

Most Talazens join us because they connect with our mission. If you are energized by the impact you can make at Tala, we'd love to hear from you

About The Role
This role encompasses engineering, supporting, and managing Tala's global telephony environment in a highly available (99.9% uptime) and scalable manner. This includes VoIP Infrastructure, Asterisk PBXs, Five9 call center systems, and call recording systems for the global Operations team.

Daily responsibilities include maintaining high quality and availability for all voice systems, supporting architecture tasks, and collaborating with Operations and Shared Services to strategize and implement a unified communications platform.

Additionally, the role is responsible for ensuring high availability of PBX servers, softphones, network connectivity, and other related hardware.

What You'll Do

• Dialer System Management: Collaborate with the Shared Services team globally to oversee the administration, maintenance, and optimization of Five9 dialer platform(s). This includes user management, campaign configuration, performance monitoring, and troubleshooting.
• SIP Trunk Management: Manage and maintain our SIP trunking infrastructure globally, ensuring call quality, capacity, and cost-effectiveness. Negotiate with SIP providers and optimize routing strategies.
• Asterisk Server Administration: Administer and maintain our Asterisk-based PBX systems globally, including configuration, upgrades, security patching, and troubleshooting. Develop and maintain custom dial plans and integrations.
• GSM Gateway Management: Manage and maintain our GSM gateway infrastructure primarily in the Philippines, ensuring reliable connectivity for mobile calls. Troubleshoot connectivity issues and optimize routing for cost efficiency.
• Global Telephony Support: Provide Tier 2/3 support for all telephony-related issues globally, working closely with the Shared services and other teams to resolve problems quickly and efficiently.
• Monitoring and Performance Optimization: Proactively monitor the performance of all telephony systems globally, identify potential issues, and implement solutions to ensure high availability and call quality. Develop and maintain monitoring dashboards and alerts.
• Vendor Management: Manage relationships with telephony vendors globally, including SIP providers, dialer vendors, and hardware suppliers. Negotiate contracts and ensure service level agreements are met.
• Documentation: Maintain accurate and up-to-date documentation for all telephony systems, including network diagrams, configuration guides, and troubleshooting procedures.
• Project Management: Lead or participate in telephony-related projects globally, such as system upgrades, migrations, and new implementations.
• Compliance and Security: Ensure all telephony systems comply with relevant industry regulations and security standards.
• Global On-Call Support: Provide on-call support for critical telephony issues as needed

What You'll Need

• 3+ years of experience in managing and maintaining complex telephony systems, specifically in a call center environment.
• Deep understanding of VoIP technologies, including SIP, GSM, and RTP.
• Extensive experience with Asterisk PBX administration, including dial plan development and troubleshooting.
• Experience with dialer platforms e.g., Five9, Genesys is highly desirable.
• Strong troubleshooting and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Experience with scripting languages (e.g., Python, Bash) is a plus.
• Vendor negotiation and management
• End-user IT helpdesk management and support

Our vision is to build a new financial ecosystem where everyone can participate on equal footing and access the tools they need to be financially healthy. We strongly believe that inclusion fosters innovation and we're proud to have a diverse global team that represents a multitude of backgrounds, cultures, and experience. We hire talented people regardless of race, religion, color, national origin, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.