**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.

Join one of the highest-rated workplaces on Glassdoor and experience what it means to thrive in a truly remote-first world.

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

Benefits

Fixed Shifts: 12:00 PM - 9:30 PM IST (Summer) | 1:00 PM - 10:30 PM IST (Winter)
No Weekend Work: Real work-life balance, not just words
Support That Matters: Mentorship, community, and forums where ideas are shared
True Belonging: A long-term career where your contributions are valued

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.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.