Description
About Dwelly
Dwelly is building the AI operating system for residential lettings. Its growing network of agencies provides its AI with real-world data, continuous feedback, and control over complete workflows, making exceptional service the standard for landlords and tenants. Today, Dwelly operates more than 15,000 properties and $470 million in GMV, making it one of the UK’s ten largest lettings operators. The company has raised $263 million.
We’re a fast-growing, product-focused company, backed by top-tier investors and led by a team with deep experience in real estate, technology, and operations.
Position Summary
We’re looking for a Telecommunication Engineer to join our growing team and take ownership of the communication infrastructure powering customer and internal interactions across the business. This role will focus on telephony, messaging, email, and WhatsApp channels, ensuring reliable operations while supporting integrations, acquisitions, and continuous optimisation. You will work closely with product, engineering, QA, operations, and external telecom providers, with direct impact on customer experience, team productivity, and business scalability.
We’re hiring remotely across the UK, Ireland, and European time zones. Candidates should be based within these regions/time zones to enable effective collaboration with the wider team.
Key Responsibilities
1. Telecommunication Channels Ownership & Operations
Own the day-to-day performance and reliability of Dwelly’s communication channels including IP telephony, SMS/RCS messaging, email, and WhatsApp Business API (WABA). Support operations with providers such as Voximplant, Vonage, Twilio, and other vendors, including configuration, troubleshooting, platform administration, and technical escalations. Monitor service health, delivery quality, blacklists, spam ratings, and overall channel effectiveness to ensure uninterrupted communication.
2. Routing Logic, Integrations & System Support
Build, maintain, and optimise telephony routing scenarios for inbound and outbound call flows, including voicemail, business hours schedules, transfers, call recordings, CLI logic, and other advanced workflows. Support all telecommunication components integrated into the CRM, including log checking, troubleshooting, template management, and logic modifications. Deliver integrations across communication systems using APIs, webhooks, WebSockets, and AI-powered solutions in collaboration with developers and technical partners.
3. Internal Support, Testing & Incident Management
Handle requests from Dwelly employees through the ticketing system regarding any communication channel, telephony issue, or softphone-related problem. Collaborate with QA during incidents, acceptance testing, regression testing, or functional validation of telecommunication channels. Investigate issues quickly, coordinate with vendors and contractors, and drive resolution during high-priority service disruptions.
4. Acquisitions Integration & Continuous Improvement
Work closely with the integration team to assess the telecom stack of acquired agencies, analyse current call routing logic, and produce technical diagrams. Support number porting processes, agency migrations, and transitions to Dwelly systems with minimal disruption. Identify repetitive processes and improve them through automation, tooling, documentation, and AI-assisted workflows to support rapid company growth.
Qualifications and Preferred Background
Core qualifications
- Strong communication skills and fluency in English.
- Higher degree education.
- Strong understanding of telephony systems, SIP, trunks, routing logic, and VoIP operations.
- Experience troubleshooting telecom incidents across voice, SMS, email, or messaging channels.
- Ability to work with APIs, logs, JSON, webhooks, and provider documentation.
- Strong problem-solving skills – ability to approach challenges logically and propose practical solutions.
Preferred background
- Experience with Twilio, Vonage, Voximplant, or similar providers.
- UK number porting experience.
- WABA operational knowledge.
- Email deliverability / blacklist management expertise.
- SQL and spreadsheet analysis skills.
- Contact centre or high-volume communications environment experience.
Ways of working
- Startup mentality: resilience, adaptability, and ability to thrive in a fast-paced environment.
- Customer-centric mindset: focus on delivering value to end-users or clients.
- Highly proactive and self-sufficient.
- Comfortable managing vendors and contractors.
- Critical thinker who automates repetitive processes.
- Comfortable using AI tools to accelerate work.
Compensation and benefits
- The role is fully remote, providing flexibility and enabling seamless collaboration with our geographically distributed team
- Competitive salary with the potential for equity options based on performance, recognising exceptional contributions to our integration success
What is it like being a Dwell-er
Feel free to check out Dwelly Core Principles. That’s about what we believe in, how we operate and make decisions
What we offer is not a fancy office or a static workplace. Instead, this is solving one of the world’s most complex problems in the largest consumer industry in the world (residential rentals), to improve the experience for over 30% of households (more than 5 million in the UK, and over 100 million including EU and US) that live in rental homes
This is about disrupting the largest, most antiquated industry in the world, with one of the strongest operational and technical teams that exist in the UK and the EU. We work hard, and we shoot for extremely ambitious results. But we want people to be proud of what they’ve built and be able to look back and say one day “hell yeah, that was me that did it all”
- Customer obsession rather than competitive focus
- Passion for invention
- Operational excellence
- Long-term thinking
By applying for this position, you consent to the processing and storage of your personal data for recruitment purposes for up to 365 days, in accordance with our data retention policy and applicable data protection laws.
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