Voice Support Engineer

We turn every customer interaction into an opportunity. We connect conversations, customer data and payments with AI Agents so that companies can deliver personal customer journeys at scale: both online and in person.

“The entire customer journey. One platform”

Every CM.com colleague, connects to our 4 shared values:

You take initiative, make decisions and recognize opportunities. Making mistakes is part of moving forward.

The growth of our colleagues and our customers is our priority. You like to experiment, learn continuously and actively share knowledge and insights with others.

We work together and we believe that diverse perspectives lead to stronger outcomes. You value the social side of work, you show genuine interest and care about one another’s well-being.

By welcoming AI Agents into our organisation, we fundamentally change how work is done. You are comfortable with change and you love working in a high paced environment.

As a Voice Support Engineer, you’ll be the technical point of contact for customers and operators around the world who rely on our voice services. This isn’t a ticket-closing role: you’ll own the quality of our support by finding the patterns behind the tickets and removing them at the source. With our support ever evolving, you’ll have a real say in how we do support in the future.

• Resolve voice-related tickets from customers and operators globally, with clear communication and a focus on getting to the root cause.

• Identify recurring issues and repetitive manual work, and turn those insights into concrete improvements that cut ticket volume and handling time.

• Fix the problems you uncover yourself where you can, and collaborate with the development team to design and implement solutions where you can’t.

• Document solutions, troubleshooting steps, and known issues so customers can find answers on their own and colleagues don’t solve the same problem twice.

• Shape our support processes, (AI) tooling, and ways of working, setting the standard for how we handle support as we grow.

• Use AI tools actively to improve your own work: experiment, automate, and share what works with your team.

• A Bachelor’s or Master’s degree (HBO/WO) in a technical field, or equivalent experience

• A hands-on, can-do mentality and the drive to fix problems rather than work around them

• An analytical mindset, with the ability to find the root cause behind issues

• The ability to juggle multiple complex support cases at once

• Knowledge of VoIP systems, SIP, RTP or computer networking (a plus)

• Experience with support ticket processes, ideally in Jira Service Management (a plus)

• Clear written communication, so your documentation and customer replies are easy to follow

• Fluency in Dutch and English, both written and spoken

• Genuinely curious about AI: You’re actively experimenting with the newest models / products to supercharge yourself at work.

Believe you’d be a great fit for this role, even if you don’t tick every box? Reach out to our Recruitment team! We’d be happy to connect and see if we can make it work together.

We work on-site, move fast, and expect you to bring your own thinking. Priorities shift, AI is actively changing how we work and we embrace that reality. If that sounds like a great environment to you, we'd love to hear from you.

Note: For this position, we can only consider candidates who already hold a permanent work and residence permit for the Netherlands.