Customer Engineer

Aircall Inc.

Job Overview

Location

Sydney Office

Job Type

Full-time

Full Job Description

📋 Description

• Serve as the primary technical advisor during customer onboarding, ensuring seamless activation and adoption of Aircall’s AI-powered customer communications platform, including voice, SMS, WhatsApp, and AI Assist features.
• Own the end-to-end technical implementation journey for enterprise customers, from initial integration setup to post-launch optimization, ensuring alignment with customer business goals and technical requirements.
• Collaborate closely with Sales, Customer Success, and Product teams to translate customer needs into technical solutions, identifying opportunities for platform expansion and upsell.
• Design and deliver customized integration workflows using Aircall’s API, webhooks, and third-party app connections (e.g., CRM, helpdesk, ERP systems) to enable automated workflows and data synchronization.
• Troubleshoot complex technical issues across telephony systems, SIP trunking, call routing, and cloud-based communication infrastructure, providing timely resolutions to maintain customer uptime and satisfaction.
• Conduct technical training sessions and workshops for customer teams, empowering them to leverage AI Voice Agent, AI Assist, and AI Assist Pro features to improve agent productivity and customer outcomes.
• Document implementation processes, best practices, and common technical challenges to build internal knowledge bases and improve scalability of onboarding across global customers.
• Monitor customer technical health metrics and proactively identify adoption blockers, initiating interventions to drive usage, retention, and measurable ROI.
• Act as a technical liaison between customers and Product teams, relaying feedback on feature gaps, usability issues, and integration pain points to inform product roadmap priorities.
• Maintain up-to-date knowledge of Aircall’s evolving AI capabilities, telephony standards, and compliance requirements (e.g., GDPR, TCPA) to ensure all implementations meet legal and operational standards.
• Travel occasionally to customer sites or regional events to deliver hands-on support, conduct on-site demos, and strengthen key client relationships.
• Balance multiple customer implementations simultaneously, prioritizing based on strategic value, technical complexity, and timeline constraints while maintaining high-quality delivery standards.
• Represent Aircall’s commitment to customer obsession by delivering exceptional technical service, clear communication, and proactive problem-solving throughout the customer lifecycle.

🎯 Requirements

• Proven experience as a Customer Engineer, Solutions Engineer, or Technical Consultant in a SaaS or cloud communications environment
• Deep technical proficiency with APIs, webhooks, and integration platforms (e.g., Zapier, Make, MuleSoft) and experience integrating CRM systems (Salesforce, HubSpot, Zendesk)
• Strong understanding of telephony protocols (SIP, PSTN, VoIP) and cloud-based contact center technologies
• Ability to troubleshoot complex technical issues across multi-platform environments with minimal supervision
• Excellent communication skills with the ability to explain technical concepts to non-technical stakeholders
• Right to work in Australia

🏖️ Benefits

• Competitive salary and performance-based bonuses
• Comprehensive health and dental insurance
• Flexible working hours and remote work options within Australia
• Professional development allowance for courses, certifications, and conferences

Skills & Technologies

Onsite

Ready to Apply?

Apply Externally

You will be redirected to an external site to apply.

AI Job Fit Analysis

Pro

See exactly how your profile matches this role — strengths, skill gaps, and what to do about them.

Aircall Inc.

Visit Website

About Aircall Inc.

Aircall provides cloud-based phone systems for businesses, integrating voice, SMS, and call analytics with CRM and helpdesk tools like Salesforce and HubSpot. Its platform supports remote teams, scalable call centers, and real-time analytics, enabling companies to manage customer interactions without on-premise hardware. Founded in 2014, the company serves mid-market and enterprise clients across North America and Europe, emphasizing ease of deployment, API customization, and AI-driven insights to improve support and sales workflows.

View Company Profile

Get more remote jobs like this

Subscribe to the weekly newsletter for similar remote roles and curated hiring updates.

Weekly remote jobs and featured talent.

No spam. Only curated remote roles and product updates. You can unsubscribe anytime.