Software Engineer - CPaaS

We are looking for a highly motivated Software Engineer who thrives in a startup culture, is a self-learner, demonstrates a strong sense of ownership, and communicates effectively across technical and non-technical teams. You will play a critical role in building and scaling voice, SMS, and omnichannel communication capabilities that power real-time patient engagement and agentic workflows within our platform.

The candidate will have responsibilities across the following functions:

Telephony Integration and Development:

• Design, build, and maintain integrations with telephony providers such as Twilio, RingCentral, Vonage, and Bandwidth to support voice calls, SMS, and IVR workflows.
• Develop programmable voice solutions including call routing, call recording, transcription pipelines, and real-time audio streaming.
• Build SMS and omnichannel messaging flows for patient outreach, appointment reminders, and clinical notifications.

Agentic Workflow Integration:

• Integrate telephony capabilities into XCaliber's agentic workflow engine to enable AI-driven call handling, automated patient interactions, and event-driven communication triggers.
• Collaborate with AI/ML teams to embed real-time speech-to-text, NLP, and intent detection into live voice pipelines.

Reliability, Scalability and Observability:

• Ensure high availability and low-latency performance for real-time communication services in a multi-tenant SaaS environment.
• Implement observability hooks, alerting, and dashboards to monitor call quality, delivery rates, and provider-level SLAs.
• Design retry strategies, failover mechanisms, and provider fallback logic to ensure resilient communication pipelines.

Architecture and Best Practices:

• Contribute to the design of a provider-agnostic telephony abstraction layer to support pluggable integrations across Twilio, RingCentral, and other CPaaS platforms.
• Enforce compliance with HIPAA and healthcare data privacy standards across all communication channels, including call recordings and message content.

Collaboration and Mentorship:

• Partner with product managers, clinical teams, and platform engineers to translate communication requirements into robust technical solutions.
• Mentor junior engineers in telephony architecture, API design, and real-time systems development.

Requirements:

• Hands-on experience with CPaaS platforms such as Twilio, RingCentral, Vonage, Bandwidth, or similar, including their REST APIs, SDKs, and webhooks.
• Strong proficiency in Node.js and Python for building backend communication services and API integrations.
• Experience designing and implementing IVR flows, call routing logic, programmatic SMS, and WebRTC-based voice solutions.
• Solid understanding of real-time communication protocols such as REST, Websockets, SIP, WebRTC, and VoIP fundamentals.
• Experience with event-driven architectures, Kafka or similar message queues, and microservices for asynchronous communication workflows.
• Familiarity with Docker, Kubernetes, and cloud-native deployment on AWS, GCP, or Azure.
• Awareness of HIPAA compliance requirements and security best practices for handling sensitive communication data, including encryption and audit logging.
• Self-driven, eager to learn, adaptable to changing priorities, and capable of delivering in a fast-paced startup environment.
• Strong verbal and written communication skills across technical and non-technical audiences.

Preferred Qualifications:

• Prior experience in healthcare, telehealth, or other regulated industries where communication reliability and data privacy are critical.
• Experience integrating real-time speech-to-text services (e. g., Google Speech-to-Text, AWS Transcribe, AssemblyAI) into voice pipelines.
• Familiarity with AI-driven conversational platforms, virtual agents, or LLM-powered call automation.
• Background in multi-tenant SaaS environments with per-tenant communication configuration and isolation.
• Exposure to contact centre platforms or workforce engagement tools (e. g., Five9 Genesys, Amazon Connect).