Tech Lead - Telephony

Tech Lead - Telephony

Lead Engineer  ·  Platform Engineering  ·  Bengaluru, Mumbai

GreyLabs AI is building the voice operating system for India's BFSI. Our Agentic Voice AI platform helps banks, insurers, NBFCs, and fintechs automate and humanise millions of customer conversations - across sales, collections, customer service, and compliance - in multiple Indian languages.

In under two years, we've scaled to 50+ enterprise clients, including RBL Bank, AU Small Finance Bank, IDFC FIRST Bank, SBI Life, ICICI Prudential Life, Motilal Oswal - processing hundreds of millions of conversations. We raised ₹85 Crores in Series A funding led by Elevation Capital with Z47, and were recognised for "Best Use of AI in Fintech" at IFTA 2025.

You will own the design, development, and ongoing reliability of GreyLabs AI's Telephony platform - the SIP/WebRTC, PSTN/VoIP, and media-handling layer that every voice call in the product passes through. This is a foundational, end-to-end role: architecture, integration contracts with the Voice AI layer, carrier and CPaaS relationships, call quality, and production operations all fall under your responsibility. 

As GreyLabs AI scales, the Telephony service is expected to evolve into a core component of the organisation.

Technical Ownership

• Architect and own the Telephony service end-to-end - call initiation and termination, session management, SIP/WebRTC stack, PSTN/VoIP integration, and media handling

• Define and maintain integration contracts between the Telephony platform and the Voice AI layer, including ASR, TTS, and LLM orchestration interfaces

• Lead evaluation, selection, and integration of telephony carriers and CPaaS providers (Twilio, Telnyx, Bandwidth, or equivalents), with explicit accountability for cost, reliability, and vendor risk

• Own call quality observability - latency, jitter, packet loss, MOS scores - and ensure monitoring, alerting, and incident response tooling are in place from the outset

• Define and enforce failover, redundancy, and disaster recovery posture for all inbound and outbound calling flows

Platform Development

• Design and expose clean, well-documented APIs that letVoice AI teams build on the Telephony platform without needing to understand the underlying infrastructure

• Own the internal developer experience for Telephony - API documentation, integration guides, and operational runbooks

• Establish and maintain SLAs for platform availability, latency, and call success rates

Delivery & Execution

• Own and maintain the Telephony technical roadmap and backlog, prioritising across new capabilities, reliability improvements, and platform readiness

• Deliver against agreed milestones with clear, measurable outcomes

• Surface technical risks and architectural decisions proactively

Cross-functional Responsibilities

• Collaborate with Business and Voice AI teams to anticipate integration needs and participate in planning cycles accordingly

• Partner with Infrastructure and DevOps on deployment topology, autoscaling for variable call loads, and infrastructure cost management

• Own the compliance and regulatory surface area of the Telephony service - call recording consent (TCPA, GDPR), data residency obligations, and PII handling within call audio and metadata

• Work with Security to ensure the platform meets GreyLabs AI's security standards and any applicable customer or regulatory requirements

• 7-10 years of experience in Telephony, Real-Time Communications, or VoIP engineering, with significant ownership of a production SIP/WebRTC or PSTN stack

• Has led evaluation, integration, or migration of telephony carriers or CPaaS providers (Plivo, Twilio, Telnyx, Bandwidth, or equivalents), and can speak concretely to cost, reliability, and vendor risk trade-offs made

• Has built or significantly owned call quality observability - latency, jitter, packet loss, MOS - with deliberate signal-over-noise decisions on what gets monitored and alerted

• Has designed and operated failover, redundancy, or disaster recovery for real-time voice or media traffic, and has been on-call for a system where downtime had real, customer-facing consequences

• Writes and maintains production infrastructure and automation code fluently - Python, Go, or equivalent - and treats infra and integration changes with the same review rigour as application code

• Has designed and documented platform APIs consumed by other engineering teams, with attention to developer experience, not just functional correctness

• Has operated in a regulated or enterprise B2B environment - handling call recording consent, data residency, PII in audio/metadata, or equivalent compliance-driven constraints (TCPA, GDPR, or similar)

• Comfortable owning ambiguous, foundational scope with minimal process, and building the structure - runbooks, SLAs, escalation paths - as the platform and team grow

• A hard problem in a large market. Building low-latency, multilingual Voice AI for regulated financial institutions - across diverse Indian languages and under RBI and IRDAI compliance requirements - is technically complex and commercially consequential.

• Real scale, real engineering challenges. The reliability, cost, and infrastructure challenges here reflect actual production load.

• Scope to shape the technical direction. At our current stage, architectural decisions move quickly from design to production. Senior engineers have direct influence on how the platform is built and what it becomes.

• Strong backing, proven team. Elevation Capital and Z47 are long-term partners invested in our vision. Our founders built and exited Cogno AI - they understand what it takes to build AI companies that earn enterprise trust.