About the Role
Parloa's mission is to make every customer conversation feel effortless for both customers and the companies serving them. As agentic AI accelerates, Parloans are shaping the foundation of a new era in customer experience, one where customer support is no longer transactions, but meaningful exchanges. Parloa has powered over ONE BILLION interactions between global enterprise brands and their customers, with companies like Booking.com, HealthEquity, Allianz, SAP, BarmeniaGothaer, and TUI already deploying Parloa at scale.
Voice is one of the most demanding and differentiated parts of what Parloa does. As Principal Software Engineer for Voice/VoIP, you'll own the technical direction of the real-time voice infrastructure — the systems that let AI agents have natural, low-latency phone conversations at enterprise scale, across telephony providers, carriers, and global markets. This is a hands-on technical leadership role. You'll set architectural direction, solve the hardest problems yourself, and raise the bar for how the wider engineering org builds and reasons about voice systems. You'll work closely with infrastructure, AI/ML, and product teams to ensure the voice stack is fast, reliable, and ready to scale globally.
Areas of Ownership
•Own the architecture and technical roadmap for Parloa's Voice/VoIP infrastructure, including SIP trunking, media handling, and real-time audio pipelines
•Design for low-latency, high-availability voice at enterprise scale — across global telephony carriers and providers
•Drive technical decisions on protocols and standards (SIP, SDP, RTP/SRTP, RTCP, WebRTC, ICE, STUN/TURN) and real-time media transport
•Partner with AI/ML teams to optimise the integration between voice infrastructure and conversational AI models (ASR, TTS, turn-taking, barge-in)
•Diagnose and resolve deep, systemic issues in call quality, latency, jitter, and packet loss across distributed, multi-region deployments
•Define and uphold engineering standards for reliability, observability, and security across the voice stack
•Mentor senior and staff engineers, acting as a technical multiplier across the organisation
•Evaluate and integrate with telephony providers, carriers, and SIP trunk vendors as Parloa expands into new markets
•Represent Parloa's technical voice expertise in conversations with enterprise customers and partners where needed
Requirements
•10+ years of engineering experience, including 5+ years hands-on building, operating, or debugging production Voice/VoIP, SIP, WebRTC, or carrier-grade voice infrastructure
•Strong knowledge of SIP, SDP, RTP/SRTP, RTCP, WebRTC, ICE, and real-time media transport protocols
•Hands-on understanding of audio codecs and media behavior, including Opus, G.711/G.722, codec negotiation/transcoding, DTMF/RFC2833, jitter buffers, packetization, and codec-related quality/latency trade-offs
•Experience building or operating large-scale, distributed, real-time systems with strict latency and availability requirements
•A track record of owning architecture for complex systems and driving technical decisions with broad organisational impact
•Experience working with telephony carriers, SIP trunk providers, or PSTN integrations at scale
•Deep, hands-on ownership of production SIP-based voice infrastructure at enterprise scale (e.g. Kamailio, FreeSWITCH, Asterisk, pjsip)
•Strong systems programming skills in one or more of Go, C, C++ or Rust, with the ability to work at the media/transport layer
•Comfort operating in cloud environments (AWS, GCP, or Azure) and with container orchestration (Kubernetes)
•Excellent communication skills — able to explain complex technical trade-offs to engineers and non-engineers alike
•A genuine interest in AI and conversational technology, and how voice infrastructure underpins it
•Experience instrumenting and operating voice-quality observability — call-quality metrics (e.g. MOS), per-leg call tracing, and diagnosing jitter, latency, and packet loss from telemetry
Our Engineering Values
Earn Trust, Obsess Over Customers, Think Big, Have Integrity, Disagree & Commit, Own It, Dive Deep, Bias for Action, Deliver Value, Insist on the Highest Standards, Go the Extra Mile, Hire & Elevate the Best.
Recruiting Process
Recruiter Call → Technical Peer Interview → 360° Tech Interview Loop → Bar Raiser
About Parloa
We're at the beginning of a new era in customer experience, one where AI doesn't just respond, but understands, reasons, and takes action. We're building agentic AI that enterprises trust with their most important customer moments: complex questions, high volumes, real stakes. Parloa is committed to upholding the highest data protection standards for its clients' and employees' data, including GDPR and ISO 27001 compliance. Backed by leading global investors like General Catalyst, EQT Ventures, and Altimeter Capital, Parloa is scaling with the ambition to become the global category leader in enterprise-grade conversational AI.
