About the role

InTouchNow AI is looking for a Telephony Engineer with a background at Twilio, Vonage or a similar CPaaS to own the voice and telephony layer behind our AI receptionist for NHS general practice. Based at our Borehamwood office on a hybrid pattern, you will design, build and operate the SIP, WebRTC and programmable voice infrastructure that carries every patient call our platform answers.

You will work across engineering, operations and our telecoms partners to make sure every call is answered, routed and transferred cleanly, at scale, and to the standards NHS general practice needs. This role has real ownership: the telephony platform is core to the product, and how well it works directly affects patient care.

What you will do

• Own the design, delivery and reliability of our telephony platform, including SIP trunking, call routing, transfers and integrations with third-party carriers.
• Build and maintain programmable voice workflows for inbound patient calls, outbound calls, warm and cold transfers, IVR fallbacks and disaster recovery.
• Integrate our AI voice platform with third-party CPaaS providers (Twilio, Vonage and equivalents) and directly with wholesale telecoms partners.
• Design and operate WebRTC and media handling for real-time voice AI, with a focus on latency, audio quality and reliability.
• Build monitoring, alerting and observability for the voice platform so issues are caught before they affect patient calls.
• Lead incident response and root-cause analysis for telephony issues.
• Work with commercial and operations teams on telecoms carrier selection, pricing, resilience and capacity planning.
• Support customer onboarding by helping GP practices connect their existing telephony (Cloud-Based Telephony providers, PSTN lines, SIP trunks) to our platform.
• Contribute to our approach on number porting, SIP registration, presentation numbers, DDIs and other production-grade telephony workflows.

What we are looking for

• At least 5 years’ telephony or voice engineering experience, ideally including time at Twilio, Vonage or a similar CPaaS.
• Deep hands-on knowledge of SIP, RTP, WebRTC and modern voice infrastructure.
• Production experience with programmable voice APIs and voice workflow orchestration.
• Strong software engineering skills in one or more of Node.js, Python or Go.
• Experience running telephony workloads in production, including monitoring, incident response and post-incident learning.
• Solid understanding of PSTN, SIP trunking, number porting and carrier integrations.
• Excellent communication skills, with the ability to work with commercial teams, customers and telecoms partners.
• Willingness and ability to commute to our Borehamwood office regularly as part of a hybrid working pattern.

Nice to have

• Experience integrating voice platforms with AI, ASR, TTS or dialogue systems.
• Experience with UK telephony providers and NHS Cloud-Based Telephony frameworks.
• Experience with FreeSWITCH, Asterisk, Kamailio or equivalent open-source telephony stacks.
• Experience with call recording, transcription, quality monitoring or contact-centre analytics.
• Experience working in healthcare, financial services or another regulated sector.
• Familiarity with information governance, DTAC or clinical safety standards.

What you will get

• Competitive salary of £75,000 to £95,000 per year.
• Private health insurance.
• Free on-site office parking.
• 20 days’ annual leave plus bank holidays.
• Workplace pension scheme.
• Discretionary bonus.
• Opportunity to join the company share scheme.
• Hybrid working arrangement, with regular time at our Borehamwood office.
• Opportunities for professional development and progression as the company grows.