Software Engineer - 2 (Communications & Interactions)

What You Will Work On

Telephony Integration & 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 & 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 & 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. 

What we are looking for

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 center platforms or workforce engagement tools (e.g., Five9, Genesys, Amazon Connect).