Telephonic Care Coach
HumanaSalary not specified
Full Time
Mid-level (3 to 4 years)
Not SpecifiedCompensation
Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level
Full TimeJob Type
UnknownVisa
FintechIndustries
Requirements
- 3+ years of experience in managing and maintaining complex telephony systems, specifically in a call center environment
- Deep understanding of VoIP technologies, including SIP, GSM, and RTP
- Extensive experience with Asterisk PBX administration, including dial plan development and troubleshooting
- Experience with dialer platforms e.g., Five9, Genesys is highly desirable
- Strong troubleshooting and problem-solving skills
- Vendor negotiation and management
- End-user IT helpdesk management
Responsibilities
- Dialer System Management: Collaborate with the Shared Services team globally to oversee the administration, maintenance, and optimization of Five9 dialer platform(s). This includes user management, campaign configuration, performance monitoring, and troubleshooting
- SIP Trunk Management: Manage and maintain SIP trunking infrastructure globally, ensuring call quality, capacity, and cost-effectiveness. Negotiate with SIP providers and optimize routing strategies
- Asterisk Server Administration: Administer and maintain Asterisk-based PBX systems globally, including configuration, upgrades, security patching, and troubleshooting. Develop and maintain custom dial plans and integrations
- GSM Gateway Management: Manage and maintain GSM gateway infrastructure primarily in the Philippines, ensuring reliable connectivity for mobile calls. Troubleshoot connectivity issues and optimize routing for cost efficiency
- Global Telephony Support: Provide Tier 2/3 support for all telephony-related issues globally, working closely with Shared Services and other teams to resolve problems quickly and efficiently
- Monitoring and Performance Optimization: Proactively monitor the performance of all telephony systems globally, identify potential issues, and implement solutions to ensure high availability and call quality. Develop and maintain monitoring dashboards and alerts
Skills
Key technologies and capabilities for this role
Questions & Answers
Common questions about this position
Is this position remote-friendly?
Tala has a remote-first approach with offices in Santa Monica, CA (HQ), Nairobi, Kenya, Mexico City, Mexico, Manila, the Philippines, and Bangalore, India.
What are the key responsibilities for this role?
The role involves managing dialer systems like Five9, SIP trunking, Asterisk PBX servers, and GSM gateways globally, while ensuring high availability (99.9% uptime) for telephony infrastructure.
What technical skills are required for the Global Telephony Engineer role?
Proficiency in Five9 dialer platform, SIP trunking, Asterisk PBX administration, and GSM gateway management is essential, along with experience in VoIP infrastructure and troubleshooting.
What is the company culture like at Tala?
Tala fosters an entrepreneurial spirit, passion for their mission to serve the Global Majority, and a remote-first environment with a global team across multiple continents.
What makes a strong candidate for this position?
Candidates with experience in telephony engineering, especially Five9, Asterisk, SIP trunks, and GSM gateways, who thrive in a remote-first global team and are passionate about Tala's mission, will stand out.
Tala
Digital wallet and lending platform for underserved
About Tala
Tala operates as a digital wallet and lending platform that focuses on providing financial services to individuals who are often overlooked by traditional banks. The platform uses artificial intelligence and machine learning to create a personalized financial experience for its users. Customers can access instant credit, transfer money easily, and pay bills all through a single app. Tala's unique data tools allow it to serve a diverse range of customers, including those without access to conventional banking. The company generates revenue through interest and fees on the credit it offers, as well as transaction fees for money transfers and bill payments. Operating in multiple countries across three continents, Tala adapts its services to different markets while aiming to enhance the financial well-being of its users by providing tailored credit lines and financial advice.
Santa Monica, CaliforniaHeadquarters
2011Year Founded
$341.1MTotal Funding
DEBTCompany Stage
Fintech, AI & Machine LearningIndustries
501-1,000Employees
Benefits
Remote Work Options
Flexible Work Hours
Health Insurance
Dental Insurance
Vision Insurance
Life Insurance
Disability Insurance
Risks
Increased competition from Stripe in crypto payments could challenge Tala's market position.
Keytom's launch may attract Tala's crypto-interested customer base, reducing market share.
Apple's NFC chip decision could lead to more competition in the digital wallet space.
Differentiation
Tala uses AI to offer personalized financial experiences to underserved individuals.
The company provides instant credit and expansive bill payment options via a single app.
Tala's proprietary data tools enable services for those without traditional banking access.
Upsides
Integration of stablecoin payments could enhance Tala's transaction speed and cost-effectiveness.
Apple's NFC chip opening may allow Tala to offer more seamless payment options.
Equifax's AI advancements highlight potential for Tala to improve its credit scoring systems.
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