About Smart Working
At Smart Working, we believe your job should not only look right on paper but also feel right every day. This isn’t just another remote opportunity - it’s about finding where you truly belong, no matter where you are. From day one, you’re welcomed into a genuine community that values your growth and well-being.
Our mission is simple: to break down geographic barriers and connect skilled professionals with outstanding global teams and products for full-time, long-term roles. We help you discover meaningful work with teams that invest in your success, where you’re empowered to grow personally and professionally.
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About the Role
We are seeking a Senior ElevenLabs Solutions Engineer / Voice AI Integration SME to take ownership of our Voice AI architecture and help evolve existing ElevenLabs deployments into a scalable, reliable, and best-practice-driven platform. You will act as the primary Voice AI subject matter expert, responsible for assessing current implementations, identifying improvement opportunities, and establishing standards that support future growth.
In this role, you will work closely with Product, Operations, and Engineering teams to optimize agent performance, improve conversational quality and reliability, and design integrations between Voice AI workflows and business systems. A key focus will be building middleware solutions and delivering calendar booking integrations to enhance automation and customer interactions. The ideal candidate will be comfortable balancing strategic design with practical implementation while driving operational excellence across the Voice AI ecosystem.
This is a 3–6 month engagement with a strong focus on execution, optimisation, and operational stability.
Responsibilities
Assess the current ElevenLabs environment and identify gaps, inefficiencies, and scalability issues.
Define and implement best-practice architecture and operational standards across call agent configuration, estate management, reporting, and operational visibility.
Plan and execute migration activities towards an improved target-state architecture.
Optimise and stabilise AI voice workflows, integrations, and automation processes.
Identify and implement suitable middleware solutions for client integrations and operational workflows.
Create technical blueprints, SOPs, and operational documentation.
Improve platform reliability, maintainability, and operational efficiency.
Requirements
Strong hands-on experience with ElevenLabs in production environments, including agent configuration, optimization, troubleshooting, and best-practice implementation.
Proven expertise in Voice AI solution architecture, conversational AI design, and scalable system development.
Strong experience building middleware, APIs, webhooks, and integration layers using Node.js, Python, or similar technologies.
Experience integrating Voice AI solutions with business systems, scheduling platforms, and enterprise applications.
Proven ability to troubleshoot and optimize production Voice AI systems, including latency, reliability, fallback handling, monitoring, root-cause analysis, and performance improvements.
Experience defining and implementing technical standards, deployment frameworks, and operational best practices.
Ability to assess existing Voice AI implementations, identify improvement opportunities, and deliver scalable technical solutions.
Strong problem-solving and analytical skills with experience supporting and improving production-grade systems.
Excellent communication and stakeholder management skills, with the ability to collaborate effectively across technical and non-technical teams.
Comfortable operating as a senior SME with high ownership, minimal supervision, and a focus on long-term maintainability and operational stability.
Nice to Have
Experience with telephony and contact centre platforms such as Genesys, Twilio, Amazon Connect, Five9, SIP, or WebRTC.
Experience integrating Voice AI solutions with CRM platforms such as Salesforce, Zendesk, Freshdesk, or HubSpot.
Experience working within enterprise application environments, preferably with .NET-based systems and business platform integrations.
Familiarity with cloud platforms such as Azure, AWS, or Google Cloud Platform.
Experience with automation and workflow platforms such as N8N, Make, or Zapier.
Experience creating technical documentation, SOPs, and technical standards.
Previous experience as a Technical Lead or Solution Architect.
Exposure to alternative Voice AI platforms such as Retell AI, Vapi, Bland AI, or Cognigy.
At Smart Working, you’ll never be just another remote hire.
Be a Smart Worker - valued, empowered, and part of a culture that celebrates integrity, excellence, and ambition.
If that sounds like your kind of place, we’d love to hear your story.
