**ABOUT THE COMPANY**
Certum Legal Solutions (CLS) is a pioneering legal managed services
organization (MSO) that supports mass-tort and single-event personal injury
law firms. We provide the operational infrastructure, technology, and back-
office solutions that allow the firms on our platform to grow and scale while
focusing on delivering industry-leading results for their clients.
We are building a proprietary, AI-native system that will transform every
dimension of how CLS and its platform firms operate. This system encompasses
AI-powered agents to manage end-to-end workflows throughout the lifecycle of
mass-tort and single-event personal-injury litigation matters, including back-
office support functions such as HR, accounting and finance, and IT. This is a
greenfield build on a modern stack, designed from Day 1 to be extensible and,
eventually, productized for the broader legal services market.
We are assembling a high-caliber team to build something that does not exist
in this form anywhere in the legal industry. If you want to see your work
directly transform a real business and believe AI is fundamentally reshaping
professional services, this is the team to join.
**ABOUT THE ROLE**
The Telephony/Voice AI Engineer owns the communications layer of Project
Interstellar: the infrastructure that enables CLS to run intelligent outbound
voice and SMS campaigns at scale, using human- and AI-powered voice agents.
This role covers the full stack: Twilio Flex contact center architecture, AI
voice agent platform integration, real-time Salesforce context injection,
speech-to-text and text-to-speech pipeline optimization, and the outbound
campaign engine. It is a specialized role at the intersection of telephony
engineering and AI product development.
**WHAT YOU WILL BUILD**
* Twilio Flex contact center deployment: IVR logic via Twilio Studio, agent routing configuration, number porting coordination
* AI voice agent platform integration via BYOC architecture on Twilio: conversation flow implementation, warm transfer logic, pre-call Salesforce context injection
* Sub-700ms end-to-end latency architecture: production STT and TTS providers, real-time mid-call cache layer
* Outbound campaign engine: voice and SMS, event-driven triggers, attempt tracking, state-by-state business hours enforcement, TCPA and DNC compliance
* Two-way SMS platform: inbound intent classification, AI response generation, human queue routing
* TCPA compliance and AI identity disclosure technical implementation
**RESPONSIBILITIES**
* Own all telephony and voice AI architecture decisions on the platform
* Lead the Twilio Flex deployment, including staff training coordination and number porting logistics
* Implement and iterate on AI voice agent conversation flows in collaboration with operations and domain experts
* Optimize the real-time audio pipeline for latency and reliability
* Build and maintain the outbound campaign engine for voice and SMS use cases
* Ensure TCPA and DNC compliance, AI disclosure requirements, and HIPAA BAA obligations are met at the infrastructure level
* Manage vendor relationships across telephony, AI voice, and speech processing providers
**REQUIRED SKILLS**
* 6+ years of engineering experience with substantial hands-on telephony or contact center platform experience
* Deep Twilio expertise: production-grade deployments of Flex, Studio, Programmable Voice, SMS API
* Experience with AI voice agent platforms: Vapi, Retell AI, or comparable real-time STT/TTS/LLM pipeline
* WebSocket and real-time audio streaming architecture
* Node.js or Python; REST API integration
* Working knowledge of TCPA and DNC compliance requirements for auto dialer and AI-initiated outbound communications
**PREFERRED QUALIFICATIONS**
* Contact center migration experience from legacy platforms (Genesys, Five9, NICE, or similar)
* Conversational AI design or IVR conversation flow experience
* HIPAA-compliant audio and communications infrastructure
* Legal or healthcare contact center experience
* Experience with Deepgram, ElevenLabs, Cartesia, or similar STT/TTS vendors
**PAY RANGE AND COMPENSATION PACKAGE**
Base Salary: $145,000 – $195,000 per year, based on experience and skillset
* Deliverables and KPI-based performance bonuses (10-15% of Base Salary)
* Medical, dental, and vision insurance
* Unlimited PTO plus company holidays
* 401(k) eligibility upon start with employer matching
* Remote or hybrid work schedule
**EQUAL EMPLOYMENT OPPORTUNITY STATEMENT**
Certum Legal Solutions is an Equal Opportunity Employer. All qualified
applicants will receive consideration for employment without regard to race,
color, creed, religion, sex, national origin, ancestry, age, marital status,
civil union status, domestic partnership status, disability, atypical
hereditary cellular or blood trait, genetic information, veteran status,
affectional or sexual orientation, gender identity or expression, or any other
characteristic protected by applicable law.