CCaaS, CPaaS & Voice AI Solutions Consultant

About PlementOps

PlementOps helps businesses build smarter customer experience operations through expert implementation and AI-powered automation.

As a certified partner of leading CX platforms, we design and implement systems that scale efficiently – combining best-in-class tooling with intelligent automation and AI to deliver faster, more consistent service. We’re now extending that same approach into voice and telephony: helping clients run modern calling, messaging, and voice-AI operations on top of platforms like CloudTalk, Twilio, Retell AI, and Convoso.

Who This Role Suits Most

You’re a natural system builder. You get genuine satisfaction from walking into someone else’s tangled phone setup, dropped calls, numbers flagged as spam, leads that never get dialed in time, making sense of it, and leaving behind something clean, fast, and reliable. Every client brings a new set of constraints. Others’ problems don’t drain you, they engage you.

This role involves constant learning about CCaaS and CPaaS ecosystems. You’re the kind of person who follows Twilio, CloudTalk, Convoso and Retell product updates not because you have to, but because you’re actually curious. You test new voice-AI models and dialer features before clients ask about them. You have opinions on carriers, codecs, number-reputation tooling, and which platform fits which use case and you can defend them.

You understand that a calling operation is a system: how leads flow in, how calls route, how dispositions flow back to the CRM, how caller-ID reputation is protected, and how a voice AI agent hands off cleanly to a human. You know that without clean data and a solid integration beneath it, nothing on top can be trusted — not the dialer, not the reporting, not the AI.

Engagements move fast — clients come to us for focused, time-bound projects and expect sharp, confident delivery. You thrive in that environment. And when it’s done, you’re proud of what you’ve left behind — not because someone will check, but because that’s just your standard.

Role Overview

This role sits between technical implementation and client consulting – and both sides matter equally.

You’ll select, configure, and build voice and messaging systems for PlementOps’ clients, ranging from high-volume outbound sales teams to support-led operations. You’ll collaborate directly with clients to define their calling and messaging strategy and translate business requirements into clean, scalable CCaaS, CPaaS, and voice-AI operations.

On the technical side, you’ll work across the full voice stack, VoIP/SIP and number provisioning, CPaaS builds on Twilio (Programmable Voice and Messaging, Studio, Functions), contact-center and dialer platforms like CloudTalk and Convoso, voice AI agents on Retell AI, and SMS at scale. You’ll connect these platforms to clients’ CRMs and systems of record via REST APIs and webhooks, using Make.com or n8n as middleware, pulling the right leads to dial and writing call outcomes back automatically, with no manual copy/paste. You’ll need to understand what each platform can and can’t do, and know when to reach for a purpose-built tool versus building custom.

On the consulting side, you’ll work with clients who are often coming from fragmented, manual, or underperforming calling setups. You’ll listen, assess, and translate messy real-world workflows into clean, reliable systems, sometimes optimising what exists, sometimes rebuilding from scratch. You take the lead, perform requirements mapping, and own the outcome.

Deliverability is part of the job, not an afterthought. You’ll own caller-ID reputation and answer rates – STIR/SHAKEN, A2P 10DLC registration, number rotation, and spam-flag detection and remediation.

AI is increasingly central to what clients expect. You’ll design, build, and continuously refine voice AI agents that handle real conversations, tuning prompts and flows, managing latency and call quality, and building clean transfers to human agents. But the AI is only as good as the foundation beneath it: solid telephony, clean data, and precise integration are what make it perform.

The ability to communicate complex solutions clearly and bring clients along on the journey is just as important as the technical work itself.

WHAT YOU'LL DO

Key Responsibilities

Work with clients to define their voice and messaging processes and design call flows, IVRs, and automation, built around voice AI and tailored to how their operations actually run.
Recommend and implement the right telephony / contact-center / CCaaS / CPaaS stack for each client’s use case, volume, and scale (CloudTalk, Twilio, Convoso or similar), with a clear rationale and cost outlook.
Build and configure voice AI agents (e.g. Retell AI), flow and prompt design, call handling, latency and quality tuning, and clean escalation/transfer to human agents.
Set up CPaaS solutions on Twilio, Programmable Voice and Messaging, IVRs, number provisioning, and Studio/Functions logic.
Configure outbound and blended dialer campaigns, dispositions, multi-step reattempt rules, number rotation, and the agent dialing interface.
Own deliverability and caller-ID reputation, STIR/SHAKEN, A2P 10DLC registration, number health monitoring, and spam-flag remediation, while keeping setups aligned with TCPA/DNC and consent best practices.
Integrate voice and messaging platforms with clients’ CRMs and systems of record via REST APIs, webhooks, and middleware (Make.com / n8n), building reliable two-way lead and disposition sync.
Define KPIs and build reporting across connect/answer rates, call outcomes, agent efficiency, and voice-AI performance, using platform reports and external tools where needed.
Train and onboard client teams on newly deployed setups, ensuring smooth adoption and a clear understanding of workflows and automation.

WHAT WE'RE LOOKING FOR

Required Skills & Experience

Hands-on VoIP / SIP and cloud-telephony experience, call routing, DIDs and number provisioning, and call-quality fundamentals.
CPaaS experience, especially Twilio – Programmable Voice and Messaging, Studio/Functions, and working directly with the APIs.
Experience with contact-center / dialer platforms – CloudTalk, Convoso, or similar (JustCall, Readymode, Five9, Aircall).
Voice AI agents – building and configuring conversational voice bots (Retell AI, Vapi, or similar): flow/prompt design, call transfer, and quality tuning.
SMS at scale – A2P 10DLC registration, deliverability, and two-way messaging.
Deliverability and compliance – STIR/SHAKEN, caller-ID reputation, number rotation, and awareness of TCPA/DNC and consent requirements.
API knowledge – endpoints, authentication, webhooks, and connecting systems without native integrations.
Familiarity with automation tools (Make.com, n8n, or similar) and integrating with common CRMs.
Strong analytical thinking – ability to interpret call and campaign data, identify performance gaps, and make data-driven decisions.
Ability to manage multiple client environments simultaneously and translate requirements into clean, scalable configurations.
Strong communication and interpersonal skills – fluent in English, comfortable leading client calls, setting expectations, and building long-term working relationships.

Nice to Have

Experience with high-volume outbound, lead-gen, or home-services call centers.
Admin experience with CloudTalk, Twilio, Convoso, Retell.
Experience with CCaaS/CPaaS migrations or CRM ↔ dialer integrations (e.g. LeadPerfection, HubSpot, Salesforce, Pipedrive).
Fluency in additional European languages is a considerable bonus.

Why Join Us

Work directly with leading voice, CPaaS, CPaaS, and AI-calling platforms and diverse client challenges.
Join a CX – and automation-focused team that values strategy, execution, and innovation.
Help shape standardized processes and best practices for a brand-new voice and telephony practice.
Clear growth trajectory toward voice-AI solutions engineering as the ecosystem evolves.
Remote-first, flexible working environment.

Apply for This Role

A summary of your CCaaS / CPaaS / Voice AI experience, what you’ve built, who you’ve worked with, and the results you’ve driven.
A screen recording introducing yourself. If you have one, walk us through a voice, dialer, or telephony project you’ve managed.
Your CV.