Sinch

Lead cross-functional initiatives to shift Customer Success toward a commercial model, using data and customer strategies to improve retention and growth. | Requires 8+ years in project management, strategy consulting, or customer success operations, strong analytical and financial modeling skills, a bachelor's degree, and CRM and project management tool proficiency. | ABOUT SINCH  Sinch’s vision is to connect every business with every customer, everywhere in the world.  More than 200,000 businesses — including Google, Uber, Paypal, Visa, Tinder, and many others — rely on Sinch’s Customer Communications Cloud to power engaging customer experiences through mobile messaging, voice, and email. Whether you need to verify users or craft omnichannel campaigns, Sinch makes it easy. Our AI-infused Super Network, APIs, and applications ensure you can connect with your customers reliably and securely, at every step of their journey. At Sinch we “Dream Big”, “Win Together”, “Keep it simple”, and “Make it Happen”. These values are our foundation!   DESCRIPTION We are looking for a Customer Success Project Management and Strategy Manager to help our Customer Success organization plan, prioritize and deliver its most important initiatives. You will lead both CS specific and cross-functional projects from start to finish and drive the strategic analysis that shapes the transformation of the team from a customer service focus to a commercial focus.    The role combines two skill sets. You will bring the discipline of a strong project manager: clear plans, tracked risks, and reliable status reporting. You will also bring the problem-solving of a strategy consultant: structuring ambiguous questions, analyzing data and turning insight into recommendations. You will work closely with senior leadership and partner with Sales, Product, Customer Excellence, Finance and Data teams to improve the key levers of NRR growth and customer outcomes.    What You'll Do Project Management * Lead multiple cross-functional Customer Success projects, such as delivering actionable upsell and cross-sell leads at scale to CSMs, automating the order form completion process, implementing new org designs based on revised customer segmentation. Lead projects from requirements through delivery. * Own and drive the delivery of specific Customer Success annual OKRs. * Build and own project plans that define scope, milestones, owners, dependencies, budget and risks, and adjust them as conditions change. * Keep a single view of active initiatives, with a simple intake and prioritization process so the cross-functional team focuses on the work that matters most. * Establish and own practical, lightweight standards (templates, status cadences, RAID logs) that project owners across the team can adopt. * Prepare regular status updates and dashboards for leadership, flagging risks early with clear options.   Strategy and Analysis * Support SVP of Customer Success in shaping strategy, including coverage models, customer segmentation and scaled engagement approaches. * Own resolution of strategic problems. Break down ambiguous problems into hypothesis-driven analyses, drawing on customer, market and internal data to produce clear recommendations. * Build and own business cases and financial models in support of new initiatives to drive NRR growth or deliver CS’s OKRs. * Define and track key CSM productivity metrics. * Contribute to annual and quarterly planning, including OKRs and capacity planning. *   Process Improvement and Change Management * Identify friction in Customer Success workflows and drive improvements that raise efficiency and customer experience. * Partner with CS Operations and Data teams to keep the CS tech stack (e.g., Salesforce, Gainsight) and reporting aligned with strategy. * Drive and own change management for new processes and tools, including communications, training and adoption tracking. * Turn customer and frontline feedback into recommendations for process, product and strategy. *   * Collaboration and Influence * Act as a trusted partner to senior leaders, translating complex data and project status into clear decisions. * Lead cross-functional working groups without direct authority, resolving conflicts and building consensus. * Coach team members on planning, structured problem-solving and communication.   REQUIREMENTS * 8+ years of experience in project or program management, strategy consulting, corporate strategy, or customer success operations, including leading complex cross-functional projects. * Ownership mentality. Ability to drive cross-functional projects to completion and hold people accountable to deliver results. * Strong analytical and financial modeling skills (advanced Excel or Sheets; comfort with SQL or BI tools such as Tableau or Looker is a plus). * Proven ability to structure ambiguous problems and present recommendations clearly in writing and in person. * Working knowledge of customer success concepts: onboarding, adoption, retention, renewals, expansion and health scoring. * Experience with project management tools (e.g., Asana, Jira, Smartsheet, Monday.com) and CRM or CS platforms. * Bachelor's degree in business, management, engineering or a related field.   Preferred * Experience at a strategy consulting firm or in a corporate strategy team with track-record managing projects from design to delivery. * PMP, PRINCE2 or Agile certification (CSM, SAFe). * MBA or other advanced degree. * Experience in B2B SaaS or a subscription business. * Experience with change management or distributed teams.   OUR HIRING PROCESS  We are committed to ensuring a recruitment process that is fair, objective, consistent, and inclusive. Our approach includes structured, competency-based interviews designed to evaluate your skills, experience, and qualifications relevant to the role. At times, we may include a data-driven assessment to enhance our hiring success and identify candidates likely to excel.  We believe in a two-way process and encourage you to ask questions throughout the journey.  If this role isn't what you're looking for, please explore the other opportunities listed on our career page: https://www.sinch.com/careers/ [https://eur03.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.sinch.com%2Fcareers%2F&data=05%7C02%7CMartin.Grannen%40sinch.com%7C91953d8549f24a66c93c08dcddb6f1fc%7C3b518aae89214a7b8497619d756ce20e%7C0%7C0%7C638629025025905624%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C0%7C%7C%7C&sdata=ZZaRt1s71%2Bp8ojRLPAKot%2Bwjt6wyReK01M6JUXI3gFg%3D&reserved=0]. No matter who you are, we hope you find an exciting path forward - hopefully with us!    Benefits * STAY HEALTHY: We offer comprehensive market competitive medical, dental, and vision plans. A variety of supplemental plans are also provided to meet your individual needs including access to telehealth for all participants.  * CARE FOR YOURSELF: Take advantage of our free virtual counselling resources through our global Employee Assistance Program. Your mental health is as important as your physical health.  * SECURE YOUR FUTURE: Plan for your future with our Roth and Pre-tax 401(k) options including an employer match for all participants.  * TAKE A BREAK: Enjoy a generous paid time off program. We value balance and understand that performance at work requires time to rest at home and/or rejuvenate on vacation.  * PUT FAMILY FIRST: We know that families can be built in a variety of ways; therefore, we offer paid parental leave and family planning support.  * WORK WHEREVER: Our flexible remote work offerings allow you to work wherever you are the most productive and successful. It is what you do, not where you work, that matters.  * MAKE AN IMPACT: Support betterment in your community and beyond by taking paid time off to support a volunteer program of your choice. * TREAT YOURSELF: We offer discounts on retail, entertainment and more through our Reward+ program.   The annual starting salary for this position is between $152,000 - $190,000. Factors which may affect starting pay within this range may include geography/market, skills, education, experience, and other qualifications. This role will be accepting applications until October 21, 2026 at a minimum. Please note that the application timeline may be flexible to accommodate a comprehensive candidate evaluation process.

Manage enterprise voice accounts by aligning solutions with customer goals, owning account health and renewals, and coordinating teams to drive growth. | Requires extensive enterprise telecom, voice, or CPaaS customer success experience, including SIP trunking, interconnect, and API integrations, alongside strong communication and negotiation skills. | ABOUT SINCH  Sinch’s vision is to connect every business with every customer, everywhere in the world.  More than 200,000 businesses — including Google, Uber, Paypal, Visa, Tinder, and many others — rely on Sinch’s Customer Communications Cloud to power engaging customer experiences through mobile messaging, voice, and email. Whether you need to verify users or craft omnichannel campaigns, Sinch makes it easy. Our AI-infused Super Network, APIs, and applications ensure you can connect with your customers reliably and securely, at every step of their journey. At Sinch we “Dream Big”, “Win Together”, “Keep it simple”, and “Make it Happen”. These values are our foundation!   DESCRIPTION As a Senior Customer Success Manager, Strategic Accounts Voice, you will serve as the trusted commercial and technical advisor for Sinch’s largest enterprise voice customers. Reporting to the Director of Voice Customer Success or the Sr Director, Strategic Accounts Customer Success, you will own the day-to-day management of a portfolio of our most complex, high-impact accounts, combining solid voice technical knowledge with the executive presence and commercial acumen of a strategic account leader. You will understand each customer’s business objectives and translate them into voice solutions that deliver measurable outcomes. You will proactively monitor account health, identify risks early, and act decisively to protect and grow the relationship, owning renewals and upsells and partnering with Sales on cross-sell opportunities. Your ability to orchestrate cross-functional teams, communicate at the C-level, and act as the voice of the customer inside Sinch will be critical to sustained client success and revenue growth. This position is ideally suited to senior voice account leaders who bring deep command of enterprise complexity, can move seamlessly between technical dialogue and high-stakes commercial negotiation, and take true ownership of the client relationship—engaging directly on-site when the business demands it.   Core Competencies: * Strategic Account Management: Own high-value relationships by aligning with each customer’s long-term goals, customizing tailored solutions, and driving mutual growth. Build trust at every level, with peer-level relationships across the customer organization and the experience and acumen to engage confidently with the C-suite. * Voice Technical Acumen & Cross-Functional Problem Solving: Bring deep knowledge of SIP trunking, interconnect, and API integrations to understand the customer’s voice environment, frame technical issues clearly, and anticipate risks. Partner closely with the Technical Account Manager, Engineering, Network Operations, and Support to resolve technical problems, keeping the customer informed and owning the outcome from the customer’s perspective. * Success Planning & Churn Prevention: Collaborate with customers to define and execute success plans tied to their desired outcomes. Examine customer health metrics, identify risks early, and implement mitigation plans that build loyalty, deliver continuous value, and protect retention. * Negotiation: Lead contract negotiations, balancing customer satisfaction with Sinch’s commercial objectives and keeping the account owner informed throughout. * Account Planning, Reporting & Governance: Own to the Client Account Plan and strategy for Voice services, review it regularly, and keep it current. Track and report on account performance, and prepare data and lead regular business reviews (e.g., QBRs) and strategic account reviews. * Renewals & Growth: Own the renewal process for your accounts, from early planning through close, and own upsell opportunities. Identify cross-sell opportunities by understanding the customer’s business and account strategy deeply, and partner closely with Sales and account executives to validate, pursue, and close them. * Stakeholder Alignment & Conversation Agility: Build consensus among internal and external stakeholders around shared goals, timelines, and deliverables. Adapt your style, tone, and message to the audience, from network engineers to executives, especially in high-pressure situations. * Voice of the Customer: Gather customer feedback regularly and translate it into actionable insights that influence product, process, and service improvements.   REQUIREMENTS * A minimum of 8 years with 12 years preferred, of related experience with a bachelor’s degree; or 6 years with a master’s degree; or equivalent experience. * Proven track-record of success in customer success, account management, or technical account management for voice, telecom, or CPaaS in the technology sector. * Strong working knowledge of SIP trunking, interconnect, and API integrations, with the ability to discuss them credibly with customer engineering teams and to work effectively with TAMs and technical teams to resolve issues. * Proven track record of managing multiple complex, high-profile enterprise accounts simultaneously in a fast-paced environment, and of driving renewals, account growth, and customer loyalty. * Exceptional relationship-building, communication, and negotiation skills, with the ability to present complex concepts clearly and persuasively to technical and executive audiences. * Strong analytical and problem-solving abilities, with meticulous attention to detail. * Strong leadership and mentoring skills, with the ability to inspire cross-functional teams and collaborate proactively across departments. * Proficiency in written and spoken English. * Willingness to travel and spend time on-site with customers as needed.     OUR HIRING PROCESS  We are committed to ensuring a recruitment process that is fair, objective, consistent, and inclusive. Our approach includes structured, competency-based interviews designed to evaluate your skills, experience, and qualifications relevant to the role. At times, we may include a data-driven assessment to enhance our hiring success and identify candidates likely to excel.  We believe in a two-way process and encourage you to ask questions throughout the journey.  If this role isn't what you're looking for, please explore the other opportunities listed on our career page: https://www.sinch.com/careers/ [https://eur03.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.sinch.com%2Fcareers%2F&data=05%7C02%7CMartin.Grannen%40sinch.com%7C91953d8549f24a66c93c08dcddb6f1fc%7C3b518aae89214a7b8497619d756ce20e%7C0%7C0%7C638629025025905624%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C0%7C%7C%7C&sdata=ZZaRt1s71%2Bp8ojRLPAKot%2Bwjt6wyReK01M6JUXI3gFg%3D&reserved=0]. No matter who you are, we hope you find an exciting path forward - hopefully with us!   Benefits * STAY HEALTHY: We offer comprehensive market competitive medical, dental, and vision plans. A variety of supplemental plans are also provided to meet your individual needs including access to telehealth for all participants.  * CARE FOR YOURSELF: Take advantage of our free virtual counselling resources through our global Employee Assistance Program. Your mental health is as important as your physical health.  * SECURE YOUR FUTURE: Plan for your future with our Roth and Pre-tax 401(k) options including an employer match for all participants.  * TAKE A BREAK: Enjoy a generous paid time off program. We value balance and understand that performance at work requires time to rest at home and/or rejuvenate on vacation.  * PUT FAMILY FIRST: We know that families can be built in a variety of ways; therefore, we offer paid parental leave and family planning support.  * WORK WHEREVER: Our flexible remote work offerings allow you to work wherever you are the most productive and successful. It is what you do, not where you work, that matters.  * MAKE AN IMPACT: Support betterment in your community and beyond by taking paid time off to support a volunteer program of your choice. * TREAT YOURSELF: We offer discounts on retail, entertainment and more through our Reward+ program.   The estimated total annual on-target earnings (OTE) for this role are $155,000 - $193,750. The annual starting base salary for this position is $124,000 - $155,000. Factors that may affect starting pay within this range include geography/market, skills, education, experience, and other qualifications. In addition to base salary, this position is eligible to participate in the Company’s commission plan, with a target commission opportunity equal to 25% of annualized base salary, subject to the terms of the applicable commission plan.  This role will be accepting applications until October 21, 2026 at a minimum. Please note that the application timeline may be flexible to accommodate a comprehensive candidate evaluation process.

Lead a customer success team managing strategic accounts, retention and expansion, while partnering across functions and influencing product roadmaps. | Requires 10+ years of senior customer success or account management leadership at high-growth technology companies, including enterprise account management, plus a bachelor's degree. | ABOUT SINCH  Sinch’s vision is to connect every business with every customer, everywhere in the world.  More than 200,000 businesses — including Google, Uber, Paypal, Visa, Tinder, and many others — rely on Sinch’s Customer Communications Cloud to power engaging customer experiences through mobile messaging, voice, and email. Whether you need to verify users or craft omnichannel campaigns, Sinch makes it easy. Our AI-infused Super Network, APIs, and applications ensure you can connect with your customers reliably and securely, at every step of their journey. At Sinch we “Dream Big”, “Win Together”, “Keep it simple”, and “Make it Happen”. These values are our foundation! DESCRIPTION At Sinch, we put our customers at the center of everything we do. As Senior Director of Customer Success for Strategic Accounts, you will own the success, retention, and growth of Sinch's largest customer relationships. This leadership role carries accountability for net revenue retention, expansion, and executive-level advocacy across a portfolio of strategic accounts, delivering outcomes that fuel business growth and deepen partnerships at scale. You will lead a team of Customer Success leaders and Strategic CSMs, report to the SVP of Customer Success, and collaborate closely with senior leaders in Sales, Product, Customer Excellence, and Marketing to deliver an exceptional, unified experience for our largest customers from onboarding through expansion.   Key Responsibilities: * Lead and develop a team of Customer Success Directors and Strategic CSMs responsible for Sinch's highest-value accounts. Own net revenue retention targets for the Strategic Accounts portfolio. * Build and execute multi-year strategic account plans that tie Sinch's solutions to each customer's business objectives, with clear success metrics, executive sponsors, and growth pathways. * Serve as the executive sponsor and senior escalation point for strategic customers, building trusted relationships with customer C-level and senior stakeholders. * Deploy a high-touch lifecycle model for strategic accounts covering onboarding, adoption, value realization, advocacy, renewal, and expansion with tailored playbooks for complex, multi-product, multi-region customers. * Support the resolution of high-priority customer escalations quickly and effectively, following the lead of Customer Excellence and collaborating with Product, and executive leadership. * Shape deal strategy, contract renewals, and commercial expansion negotiations for strategic accounts, including usage and consumption-based revenue models. * Channel strategic customer insights into Product and Marketing to influence roadmap priorities, and build advocacy programs that increase NPS, reference ability, and brand champions among key accounts. * Standardize KPIs, tooling, and dashboards for the Strategic Accounts team to ensure forecast accuracy, visibility, and accountability. * Build a high-performance culture by recruiting, coaching, and retaining top talent, and by creating clear career paths for strategic CS professionals. *   REQUIREMENTS * Experience in senior leadership roles, leading customer success, account management, or strategic account teams in a global or high-growth technology company. * Proven track record of delivering NRR, retention, and expansion results across a portfolio of large enterprise or strategic accounts. * Experience building and managing executive-level relationships with enterprise customers, including C-level engagement and complex escalation management. * Strategic planning and execution expertise, including multi-year account planning across global segments and verticals. * Experience leading and scaling teams of managers and individual contributors, with strong coaching and talent development skills. * Strong commercial acumen, including experience partnering with Sales on renewals, expansion, and contract negotiations. * Proficiency in CS and CRM platforms, reporting, automation, and data analytics tools. * Strong cross-functional collaboration with senior leaders across Sales, Product, Support, Marketing, and Finance. * Outstanding executive presence, storytelling ability, and customer advocacy experience. * Track record of leading change management and organizational improvement. * Experience in CPaaS, communications, SaaS, or usage-based business models preferred. * Bachelor's degree required; MBA or equivalent preferred.   OUR HIRING PROCESS  We are committed to ensuring a recruitment process that is fair, objective, consistent, and inclusive. Our approach includes structured, competency-based interviews designed to evaluate your skills, experience, and qualifications relevant to the role. At times, we may include a data-driven assessment to enhance our hiring success and identify candidates likely to excel.  We believe in a two-way process and encourage you to ask questions throughout the journey.  If this role isn't what you're looking for, please explore the other opportunities listed on our career page: https://www.sinch.com/careers/ [https://eur03.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.sinch.com%2Fcareers%2F&data=05%7C02%7CMartin.Grannen%40sinch.com%7C91953d8549f24a66c93c08dcddb6f1fc%7C3b518aae89214a7b8497619d756ce20e%7C0%7C0%7C638629025025905624%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C0%7C%7C%7C&sdata=ZZaRt1s71%2Bp8ojRLPAKot%2Bwjt6wyReK01M6JUXI3gFg%3D&reserved=0]. No matter who you are, we hope you find an exciting path forward - hopefully with us!   Benefits * STAY HEALTHY: We offer comprehensive market competitive medical, dental, and vision plans. A variety of supplemental plans are also provided to meet your individual needs including access to telehealth for all participants.  * CARE FOR YOURSELF: Take advantage of our free virtual counselling resources through our global Employee Assistance Program. Your mental health is as important as your physical health.  * SECURE YOUR FUTURE: Plan for your future with our Roth and Pre-tax 401(k) options including an employer match for all participants.  * TAKE A BREAK: Enjoy a generous paid time off program. We value balance and understand that performance at work requires time to rest at home and/or rejuvenate on vacation.  * PUT FAMILY FIRST: We know that families can be built in a variety of ways; therefore, we offer paid parental leave and family planning support.  * WORK WHEREVER: Our flexible remote work offerings allow you to work wherever you are the most productive and successful. It is what you do, not where you work, that matters.  * MAKE AN IMPACT: Support betterment in your community and beyond by taking paid time off to support a volunteer program of your choice. * TREAT YOURSELF: We offer discounts on retail, entertainment and more through our Reward+ program.   The estimated total annual on-target earnings (OTE) for this role are $221,000 - $276,250. The annual starting base salary for this position is $176,800 - $221,000. Factors that may affect starting pay within this range include geography/market, skills, education, experience, and other qualifications. In addition to base salary, this position is eligible to participate in the Company’s commission plan, with a target commission opportunity equal to 25% of annualized base salary, subject to the terms of the applicable commission plan.  This role will be accepting applications until October 21, 2026 at a minimum. Please note that the application timeline may be flexible to accommodate a comprehensive candidate evaluation process.

Lead technical delivery embedding with customer teams to integrate messaging APIs from discovery through production stabilization. | 7+ years in software engineering or technical consulting with proficiency in major programming stacks and cloud deployment experience. | ABOUT SINCH  Sinch is pioneering the way the world communicates. More than 200,000 businesses - including Google, Uber, Paypal, Visa, Tinder, and many others - rely on Sinch’s Customer Communications Cloud to power engaging customer experiences through mobile messaging, voice, and email. Whether you need to verify users or craft omnichannel campaigns, Sinch makes it easy. Our AI-infused Super Network, APIs, and applications ensure you can connect with your customers reliably and securely, at every step of their journey. At Sinch we “Dream Big”, “Win Together”, “Keep it simple”, and “Make it Happen”. These values are our foundation!   DESCRIPTION Sinch provides API-based messaging, voice, and email capabilities that customers integrate into applications, workflows, data platforms, contact centers, and AI systems. We are hiring a Forward Deployed Engineer to make those integrations work in the real world. You will embed with customer engineering and operations teams, use modern AI development tools to build production software rapidly, integrate it into existing technology stacks, and lead complex technical deployments to measurable outcomes. You are a production software engineer, customer solution architect, and technical delivery lead, accountable for making the customer solution work in production. During product ramp-up and early customer engagements, you will work closely with named Voice, Messaging, and Email subject-matter experts. These SMEs provide deep guidance on product capabilities, solution fit, provisioning, country requirements, configuration, best practices, limitations, and complex product-level troubleshooting. Over time, you are expected to become self-sufficient in routine delivery across the supported Sinch CPaaS scope. Ongoing SME involvement focuses on keeping FDEs current with changes in products, technologies, markets, and use cases, and on exceptional deep-domain issues. Engagements favor supported, generally available Sinch APIs and repeatable implementation patterns. The goal is to accelerate the customer into production and leave its engineering team able to operate and extend the implementation, not to create a permanent dependency on the FDE team.   WHAT YOU WILL OWN * Help qualify the engagement. Evaluate technical readiness, feasibility, customer ownership, likely adoption, product gaps, and repeatability. Provide evidence and recommendations to the FDE lead and commercial owner, who make engagement and continued-investment decisions. * Lead technical delivery end to end. Run discovery, map workflows and dependencies, define measurable success and sign-off criteria, create the delivery plan, and own execution from prototype through production stabilization and handoff. * Design the solution. Translate business workflows into architectures that combine Sinch messaging, voice, or email APIs with customer applications, identity, data, events, AI systems, cloud platforms, and third-party services. * Build with AI and remain accountable. Use coding agents and AI-enabled development tools for codebase discovery, implementation, refactoring, tests, troubleshooting, and documentation. Validate generated output for correctness, security, performance, maintainability, and customer fit. * Integrate into the customer stack. Write production-grade services, webhook handlers, adapters, data mappings, deployment automation, tests, and operational tooling in the customer's preferred environment. * Engineer for production. Design for capacity, scalability, availability, resilience, idempotency, retries, timeouts, rate limits, backpressure, secrets management, least privilege, and safe failure modes. * Prove quality. Create unit, integration, contract, end-to-end, load, resilience, and failover tests. Validate business workflows, API and event behavior, recovery, migration, and rollback. * Make the system observable. Instrument structured logs, metrics, traces, dashboards, alerts, and cross-system correlation using Sinch identifiers, callbacks, delivery events, product telemetry, and protocol evidence where relevant. * Navigate security and compliance. Partner with customer security, privacy, legal, and communications teams on authentication, data handling, consent, regional requirements, channel regulations, and architecture review. * Drive adoption and handoff. Train customer engineers, document architecture and runbooks, establish ownership, and leave the customer able to operate and extend its implementation. * Use named SMEs deliberately. Rely heavily on assigned SMEs during ramp-up and early engagements. Bring evidence, absorb their guidance, and document what was learned. Become self-sufficient in routine delivery, using SMEs thereafter to stay current with product, technology, market, and use-case changes and for exceptional deep-domain issues. * Turn field evidence into product improvement. Provide Product and Engineering with reproducible findings, customer impact, recommended changes, and reusable implementation patterns that improve APIs, documentation, tooling, and defaults.   THE TECHNICAL SURFACE Your primary depth should be in production software delivery, enterprise integration, and operations. You are not expected to arrive as a deep expert in Voice, Messaging, and Email. You must bring meaningful exposure to at least one communications domain, learn adjacent products rapidly with named SME support during ramp-up, become self-sufficient in routine delivery, and know when material changes or unusual complexity require specialist input. * AI-assisted software delivery: coding agents and AI-enabled development environments used for discovery, implementation, refactoring, testing, debugging, review, and documentation, with human verification and engineering accountability throughout * Enterprise integration: REST APIs, webhooks, asynchronous events, identity and access, data mapping, queues, event buses, CRMs, contact centers, data stores, legacy services, and customer-specific operating standards * Production engineering: automated testing, CI/CD, infrastructure as code, containers or serverless, scalability, resilience, performance, secrets, logs, metrics, traces, dashboards, alerts, incident response, and operational handoff * Voice: Voice APIs and callbacks, call flows, PSTN, SIP and WebRTC concepts, numbers, routing, recording, streaming, and common signaling, media, or network dependencies * Messaging: SMS, MMS, RCS, WhatsApp and Conversation API patterns; senders, templates, provisioning, delivery events, opt-in, country requirements, routing, and channel limitations * Email: API and SMTP sending, domains and DNS authentication, templates, webhooks, deliverability, bounces, complaints, suppressions, reputation, and regional processing * Customer deployment platforms: AWS, Azure, GCP, Kubernetes, containers, serverless, or on-premises environments, including regional placement, data residency, secrets, CI/CD, and infrastructure as code REQUIREMENTS * Typically 7+ years of professional experience across software engineering, enterprise integration, solution delivery, or technical consulting, including substantial direct work with enterprise customers. Equivalent depth matters more than a specific degree or title. * A record of personally architecting, building, deploying, operating, and supporting API-driven production systems, not only presenting demos or handing designs to another team. * Strong production software skills in at least one relevant stack such as TypeScript/Node.js, Python, Java, or C#/.NET, with sound API, event-driven, authentication, security, testing, code-review, and maintainability practices. * Demonstrated ability to use coding agents or other AI development tools to accelerate working software, tests, troubleshooting, and documentation while independently validating the results. * Experience integrating new software into existing enterprise technology stacks, including APIs, webhooks, data stores, identity systems, cloud services, events, and operational processes. * Strong command of testing, scalability, and observability, including automated test strategy, capacity and failure-mode design, structured logs, metrics, traces, dashboards, alerting, and cross-system correlation. * Experience deploying services on at least one major cloud platform using modern delivery practices such as Git, CI/CD, infrastructure as code, containers or serverless, secrets management, and regional design. * Meaningful exposure to at least one communications domain such as programmable voice, messaging, or email. Experience across multiple domains is valuable but is not required. * Ability to learn adjacent CPaaS products rapidly with heavy initial support from named SMEs, then apply that guidance independently in normal delivery work. * Clear written and verbal communication across engineers, product specialists, security reviewers, business owners, and executives, including the ability to teach and create shared clarity under pressure. * Delivery judgment under ambiguity: scope an MVP, make tradeoffs, surface risks early, protect the critical path, and remain calm during planned cutovers and production stabilization. * Willingness to travel approximately 10-15% and support planned customer workshops and cutovers. This is not a standing customer-support or on-call assignment. Preferred * Hands-on production experience with a CPaaS provider or comparable communications API platform. * Depth in one or more of programmable Voice, SMS, RCS, WhatsApp, Email, Numbers, Verification, SIP trunking, or related communications technologies. * Experience with AI-native companies, conversational AI, agentic systems, speech technologies, or real-time AI integrations. * Deep Voice and SIP troubleshooting, messaging-channel provisioning, or email-deliverability expertise. * Experience connecting communications APIs with CRMs, contact centers, data platforms, decision engines, or AI systems. * Experience creating reusable implementation assets, mentoring engineers, or influencing a product roadmap from field evidence.   OUR HIRING PROCESS  We are committed to ensuring a recruitment process that is fair, objective, consistent, and inclusive. Our approach includes structured, competency-based interviews designed to evaluate your skills, experience, and qualifications relevant to the role. At times, we may include a data-driven assessment to enhance our hiring success and identify candidates likely to excel.  We believe in a two-way process and encourage you to ask questions throughout the journey.  If this role isn't what you're looking for, please explore the other opportunities listed on our career page: https://www.sinch.com/careers/ [https://eur03.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.sinch.com%2Fcareers%2F&data=05%7C02%7CMartin.Grannen%40sinch.com%7C91953d8549f24a66c93c08dcddb6f1fc%7C3b518aae89214a7b8497619d756ce20e%7C0%7C0%7C638629025025905624%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C0%7C%7C%7C&sdata=ZZaRt1s71%2Bp8ojRLPAKot%2Bwjt6wyReK01M6JUXI3gFg%3D&reserved=0]. No matter who you are, we hope you find an exciting path forward - hopefully with us!   Benefits * STAY HEALTHY: We offer comprehensive market competitive medical, dental, and vision plans. A variety of supplemental plans are also provided to meet your individual needs including access to telehealth for all participants.  * CARE FOR YOURSELF: Take advantage of our free virtual counselling resources through our global Employee Assistance Program. Your mental health is as important as your physical health.  * SECURE YOUR FUTURE: Plan for your future with our Roth and Pre-tax 401(k) options including an employer match for all participants.  * TAKE A BREAK: Enjoy a generous paid time off program. We value balance and understand that performance at work requires time to rest at home and/or rejuvenate on vacation.  * PUT FAMILY FIRST: We know that families can be built in a variety of ways; therefore, we offer paid parental leave and family planning support.  * WORK WHEREVER: Our flexible remote work offerings allow you to work wherever you are the most productive and successful. It is what you do, not where you work, that matters.  * MAKE AN IMPACT: Support betterment in your community and beyond by taking paid time off to support a volunteer program of your choice.

Lead technical engagements for strategic accounts, gather requirements, guide engineering teams, and act as trusted advisor to clients. | 5+ years as trusted advisor for large accounts with deep cloud and AI technical knowledge, strong communication and leadership skills. | ABOUT SINCH  Sinch is pioneering the way the world communicates. More than 150,000 businesses — including Google, Uber, Paypal, Visa, Tinder, and many others — rely on Sinch’s Customer Communications Cloud to power engaging customer experiences through mobile messaging, voice, and email. Whether you need to verify users or craft omnichannel campaigns, Sinch makes it easy. Our AI-infused Super Network, APIs, and applications ensure you can connect with your customers reliably and securely, at every step of their journey. At Sinch we “Dream Big”, “Win Together”, “Keep it simple”, and “Make it Happen”. These values are our foundation! DESCRIPTION Our Strategic and High Potential Accounts are the most important customers of Sinch. They generate a significant portion of our revenues and represent the strongest opportunities for Sinch to organically grow business based on our engagement, commitment, and the quality of service we deliver. To continue building the Solutions Engineering team that executes innovative projects for these customers, we are hiring a Sr. Solution Engineer in the Solutions Engineering group. Reporting into the Dir. Solutions Engineering (non-BAU Solutions), the Sr. Solutions Engineer is responsible for organizing and guiding a team of Solutions Engineers to consistently deliver quality and product portfolio led solutions through technical engagements with our top customer opportunities and Sinch Product Management. This includes gathering customer requirements and determining the best practice approach to deliver a dependable, scalable, and performant solution to customers. This also includes reviewing internal development requirements and testing solutions before customer launch to ensure Sinch product deliverables perform as designed and expected to support customer requirements. The Sr. Solutions Engineer will also lead configuration of designed solutions using appropriate Sinch systems and software.    The Solutions Engineers, working within the Solutions Engineering organization, work on the most critical non-business-as-usual (non-BAU) projects and engagements at Sinch. The Sr. Solutions Engineer role will support delivering these non-BAU services in a consistent, predictable manner using a formalized way of working.  The Sr. Solution Engineer will also act as a guide to the Solution Engineers and review the various documentation that is ultimately shared and agreed to by the Customer.    In conclusion, the role is an extension and evolution to the Solutions Engineer role where the Sr. Solutions Engineer will foster and coach new Sinchers to become independent Solutions Engineers through hands-on project execution and training in a player/coach concept.   Your Impact & Responsibilities     * Responsible for leading and conducting customer-facing needs assessment and requirement gathering meetings * Collaborate with the Account Teams in providing technical, product and market expertise * Act as the trusted advisor for Sinch current and emerging solutions within accounts and identify and drive business development opportunities for Sinch alongside the Account Teams * Coordinate internally with the appropriate Account Managers, Product Managers, and Development teams to ensure customer requirements area appropriately conveyed, prioritized in a data driven manner and delivered in a consistent, well-documented format.   * Ensure we are embedded within the clients in building strong relationships through innovation * Work with the assigned Project Manager to ensure all requirements are documented, agreed and delivered * Prioritize to meet and exceed clients’ needs in a way that matches Sinch product leadership declared roadmaps and timelines * Work with third parties/vendors where applicable   REQUIREMENTS     * Excellent ability to manage and progress client-facing and internal dialogs * Excellent written, verbal and persuasive communication skills * Knowledge of evolving cloud business models * Knowledge of new and existing AI models (LLMs, NLP models) and applications (genAI, intent classification and sentiment analysis) * Ability to productively field customer-facing technical discussions without background knowledge of customer systems  * Ability to demonstrate thought leadership and gain a deep technical understanding of Sinch products (including event-based architectures, webhook communications, REST APIs, various authentication methods, JSON data payloads) in a quickly changing market * Ability to enthusiastically teach Solution Engineers and foster an environment that supports a growth mindset * Solid organizational skills including attention to detail and multitasking skills * Strong analytical and problem-solving skills with a ‘Customer First’ mentality * Ability to review Solution Engineers’ designs and documentations to ensure they communicate complex technical aspects in an audience-appropriate language and manner * Ability to drive input to Sinch product roadmaps and, where applicable, account specific requirements to and through Product Management * Desire to represent Sinch and the values, culture and mission that are the pillars of what we stand for * Strong sense of personal accountability regarding decision-making * Ability to create/articulate a vision and drive teams to enable it * Expert in crafting impactful messaging/demonstrations to executive internal and external audiences * 5+ years forging strong relationships as a trusted advisor with VP/C level decision makers within large, complex customer accounts * Previous experience in the mobile industry, telephony services or mobile multichannel communications (A2P SMS, MMS, RCS, OTT) is a plus * Bachelor's Degree in appropriate field of study or equivalent work experience * Willingness to travel and visit client sites as needed (0-25% Travel Expected) * High energy, positive attitude and enjoy working in a fast-paced team environment   This is a remote opportunity, but candidates must reside near one of our hub locations for occasional collaboration: Atlanta, GA; Chicago, IL; San Antonio, TX; Denver, CO OUR HIRING PROCESS  We are committed to ensuring a recruitment process that is fair, objective, consistent, and inclusive. Our approach includes structured, competency-based interviews designed to evaluate your skills, experience, and qualifications relevant to the role. At times, we may include a data-driven assessment to enhance our hiring success and identify candidates likely to excel.  We believe in a two-way process and encourage you to ask questions throughout the journey.  If this role isn't what you're looking for, please explore the other opportunities listed on our career page: https://www.sinch.com/careers/ [https://eur03.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.sinch.com%2Fcareers%2F&data=05%7C02%7CMartin.Grannen%40sinch.com%7C91953d8549f24a66c93c08dcddb6f1fc%7C3b518aae89214a7b8497619d756ce20e%7C0%7C0%7C638629025025905624%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C0%7C%7C%7C&sdata=ZZaRt1s71%2Bp8ojRLPAKot%2Bwjt6wyReK01M6JUXI3gFg%3D&reserved=0]. No matter who you are, we hope you find an exciting path forward - hopefully with us!   Benefits * STAY HEALTHY: We offer comprehensive market competitive medical, dental, and vision plans. A variety of supplemental plans are also provided to meet your individual needs including access to telehealth for all participants.  * CARE FOR YOURSELF: Take advantage of our free virtual counselling resources through our global Employee Assistance Program. Your mental health is as important as your physical health.  * SECURE YOUR FUTURE: Plan for your future with our Roth and Pre-tax 401(k) options including an employer match for all participants.  * TAKE A BREAK: Enjoy a generous paid time off program. We value balance and understand that performance at work requires time to rest at home and/or rejuvenate on vacation.  * PUT FAMILY FIRST: We know that families can be built in a variety of ways; therefore, we offer paid parental leave and family planning support.  * WORK WHEREVER: Our flexible remote work offerings allow you to work wherever you are the most productive and successful. It is what you do, not where you work, that matters.  * MAKE AN IMPACT: Support betterment in your community and beyond by taking paid time off to support a volunteer program of your choice.   The annual starting salary for this position is between $120,000 - $155,000. Factors which may affect starting pay within this range may include geography/market, skills, education, experience, and other qualifications. This role will be accepting applications until December 12, 2026 at a minimum. Please note that the application timeline may be flexible to accommodate a comprehensive candidate evaluation.

Design and build backend services for conversational AI platform, contribute to architecture, mentor team, and support production systems. | 5+ years experience with Node.js, TypeScript or Go, distributed systems, cloud infrastructure, and real-time communication. | ABOUT SINCH Sinch is pioneering the way the world communicates. More than 150,000 businesses — including Google, Uber, Paypal, Visa, Tinder, and many others — rely on Sinch’s Customer Communications Cloud to power engaging customer experiences through mobile messaging, voice, and email. Whether you need to verify users or craft omnichannel campaigns, Sinch makes it easy. Our AI-infused Super Network, APIs, and applications ensure you can connect with your customers reliably and securely, at every step of their journey. At Sinch we “Dream Big”, “Win Together”, “Keep it simple”, and “Make it Happen”. These values are our foundation! DESCRIPTION About the Team Chatlayer Product is made up of two teams — Platform & Integration and Flow Engine & Intelligence Integration — sharing a single product roadmap and backlog under Engineering Manager JR Reynolds. Together the organization includes around 10 engineers, two tech leads, a product manager, and a UX designer. The teams value honesty, growth, knowledge sharing, collaboration, ownership, and “being pirates” — a bias toward bold, resourceful action. Communication happens primarily through Slack and Teams, and we have a strong culture of transparent decision-making and discoverable collaboration. Where We’re Heading Chatlayer is building toward a future of conversations with control — where AI agents and deterministic workflows work in harmony to solve our customers’ problems. This means evolving from a traditional chatbot platform into an agentic orchestration system where intelligent automation is grounded by reliable, predictable flow execution. We’re looking for the right people to help us get there. About the Role We are looking for a Senior Software Engineer to help design, build, and scale Chatlayer’s conversational AI platform. You will work across a real-time, distributed system that handles text and voice interactions at scale — including WebSocket infrastructure, bot engine integrations, and platform services. This role requires someone who is comfortable operating in ambiguity, can drive technical decisions, and thrives in a team that ships with urgency while investing in system health. Candidates should bring a knowledgeable and skilled approach to the use of AI in the software development process itself — we value a balanced, curious, and quality- driven use of AI tooling. We’re not looking for engineers who blindly generate code or who refuse to adopt new tools; we want people who apply AI judiciously, maintaining deep comprehension of what they build while leveraging these tools to move faster and think bigger.   Key Responsibilities • Design and build backend services supporting Chatlayer’s text and voice channels, including WebSocket servers and real-time communication infrastructure • Work on platform integrations and app-integration frameworks • Contribute to architectural evolution — decoupling legacy dependencies and building more modular, vendor-agnostic systems • Participate in technical decisions around identity management (SinchID), distributed events and data processing (MongoDB Atlas, Kafka, Temporal), and new platform capabilities • Lead code reviews, technical discussions, and knowledge-sharing sessions within the team • Mentor and be mentored by other engineers and contribute to a strong engineering culture rooted in the team’s values • Support production systems through on-call rotations and incident response • Invest in system health — improving test coverage, addressing technical debt, and continuously improving operational processes (Kaizen) REQUIREMENTS Required Skills & Experience • 5+ years of professional software engineering experience • Strong proficiency in Node.js/TypeScript and/or Go • Experience with real-time systems — WebSocket, event-driven architectures, or similar • Solid understanding and hands-on experience with complex cloud infrastructure, ideally GCP and/or AWS • Experience with microservices architecture and distributed systems, including state management across replicas (e.g., ETCD, Redis) • Working knowledge of MongoDB or similar document databases • Experience building and maintaining RESTful APIs and event-driven architectures (ideally Kafka specifically) • Strong system design fundamentals — can reason about scalability, latency, failover, and trade-offs • Excellent communication skills and comfort working in a distributed, cross- functional team (CET timezone alignment preferred) Preferred / Nice-to-Have • Experience with conversational AI, chatbot/voicebot platforms, or NLP/NLU pipelines • Experience with containerisation and orchestration (Docker, Kubernetes) • Familiarity with identity management systems (OAuth/OIDC) • Prior experience in a CPaaS, scale-up, or fast-growth product company Our corporate language is English; please submit your application in English.   OUR HIRING PROCESS We are committed to ensuring a recruitment process that is fair, objective, consistent, and inclusive. Our approach includes structured, competency-based interviews designed to evaluate your skills, experience, and qualifications relevant to the role. At times, we may include a data-driven assessment to enhance our hiring success and identify candidates likely to excel. We believe in a two-way process and encourage you to ask questions throughout the journey. If this role isn’t what you’re looking for, please explore the other opportunities listed on our career page: https://www.sinch.com/careers/. No matte who you are, we hope you find an exciting path forward — hopefully with us ABOUT SINCH  Sinch is pioneering the way the world communicates. More than 150,000 businesses — including Google, Uber, Paypal, Visa, Tinder, and many others — rely on Sinch’s Customer Communications Cloud to power engaging customer experiences through mobile messaging, voice, and email.  Whether you need to verify users or craft omnichannel campaigns, Sinch makes it easy. Our AI-infused Super Network, APIs, and applications ensure you can connect with your customers reliably and securely, at every step of their journey.  At Sinch we “Dream Big”, “Win Together”, “Keep it simple”, and “Make it Happen”. These values are our foundation!    Chatlayer Product is made up of two teams — Platform & Integration and Flow Engine & Intelligence Integration — sharing a single product roadmap and backlog under Engineering Manager JR Reynolds. Together the organization includes around 10 engineers, two tech leads, a product manager, and a UX designer. The teams value honesty, growth, knowledge sharing, collaboration, ownership, and “being pirates” — a bias toward bold, resourceful action. Communication happens primarily through Slack and Teams, and we have a strong culture of transparent decision-making and discoverable collaboration. Where We’re Heading Chatlayer is building toward a future of conversations with control — where AI agents and deterministic workflows work in harmony to solve our customers’ problems. This means evolving from a traditional chatbot platform into an agentic orchestration system where intelligent automation is grounded by reliable, predictable flow execution. We’re looking for the right people to help us get there. About the Role We are looking for a Senior Software Engineer to help design, build, and scale Chatlayer’s conversational AI platform. You will work across a real-time, distributed system that handles text and voice interactions at scale — including WebSocket infrastructure, bot engine integrations, and platform services. This role requires someone who is comfortable operating in ambiguity, can drive technical decisions, and thrives in a team that ships with urgency while investing in system health. Candidates should bring a knowledgeable and skilled approach to the use of AI in the software development process itself — we value a balanced, curious, and quality-driven use of AI tooling. We’re not looking for engineers who blindly generate code or who refuse to adopt new tools; we want people who apply AI judiciously, maintaining deep comprehension of what they build while leveraging these tools to move faster and think bigger. Key Responsibilities * Design and build backend services supporting Chatlayer’s text and voice channels, including WebSocket servers and real-time communication infrastructure * Work on platform integrations and app-integration frameworks * Contribute to architectural evolution — decoupling legacy dependencies and building more modular, vendor-agnostic systems * Participate in technical decisions around identity management (SinchID), distributed events and data processing (MongoDB Atlas, Kafka, Temporal), and new platform capabilities * Lead code reviews, technical discussions, and knowledge-sharing sessions within the team * Mentor and be mentored by other engineers and contribute to a strong engineering culture rooted in the team’s values * Support production systems through on-call rotations and incident response * Invest in system health — improving test coverage, addressing technical debt, and continuously improving operational processes (Kaizen)   Required Skills & Experience * 5+ years of professional software engineering experience * Strong proficiency in Node.js/TypeScript and/or Go * Experience with real-time systems — WebSocket, event-driven architectures, or similar * Solid understanding and hands-on experience with complex cloud infrastructure, ideally GCP and/or AWS * Experience with microservices architecture and distributed systems, including state management across replicas (e.g. ETCD, Redis) * Working knowledge of MongoDB or similar document databases * Experience building and maintaining RESTful APIs and event-driven architectures (ideally Kafka specifically) * Strong system design fundamentals — can reason about scalability, latency, failover, and trade-offs * Excellent communication skills and comfort working in a distributed, cross-functional team (CET timezone alignment preferred)   Preferred / Nice-to-Have * Experience with conversational AI, chatbot or voicebot platforms, or NLP/NLU pipelines * Experience with containerisation and orchestration (Docker, Kubernetes) * Familiarity with identity management systems (OAuth/OIDC) * Prior experience in a CPaaS, scale-up, or fast-growth product company   Our corporate language is English; please submit your application in English.   The  salary for this position is for: *  Spain (Annual) : €60.000  - €80.000 * Sweden (monthly): 60.000 SEK - 75.000 SEK.  * Factors which may affect pay within this range may include skills, education, experience, and other qualifications OUR HIRING PROCESS  We are committed to ensuring a recruitment process that is fair, objective, consistent, and inclusive. Our approach includes structured, competency-based interviews designed to evaluate your skills, experience, and qualifications relevant to the role. At times, we may include a data-driven assessment to enhance our hiring success and identify candidates likely to excel.  We believe in a two-way process and encourage you to ask questions throughout the journey. If this role isn’t what you’re looking for, please explore the other opportunities listed on our career page: https://www.sinch.com/careers/ [https://www.sinch.com/careers/]. No matter who you are, we hope you find an exciting path forward — hopefully with us!  ed on our career page: https://www.sinch.com/careers/. No matter ed on our career page: https://www.sinch.com/careers/. No matter who you are, we hope you find an exciting path forward — hopefully with us