Key Skills

Job Description

Job Description: 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” What we value Every CM.com colleague, connects to our 4 shared values: Drive and Lead You take initiative, make decisions and recognize opportunities. Making mistakes is part of moving forward. Grow and Learn 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. Together and Care 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. Speed and Change 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. The Role 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. You will 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. Requirements: 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. What we offer As a CM.com club member, you’ll have the following benefits: Onboarding: Join our unique 3-days Global Onboarding program in our Headquarters in Breda, a deep dive into the culture of CM.com. Healthy food: Daily healthy lunches and snacks to keep you energized. Effortless commute: The Shuttle mobility card, commuting allowance and Lease-a-bike options get you where you need to be. We have CM company cars that you can use for client visits as well. Invest in your future: A solid pension plan. Time off: Recharge with 25 vacation days, plus the option to purchase 10 additional days. Own your success: Become a shareholder with our Employee Share Purchase Program. Your Development: We support your growth and development through initiatives like the CM Academy, Udemy courses, exclusive meetups with thought leaders, the Young Professional Program, and our own CM Business Adventure (CMBA), ensuring you’re always learning and evolving Vitality: Our Vitality Team organizes a year-round vitality program to support a healthy body and mind for all colleagues. Think of stress prevention workshops, ergonomist visit, weekly bootcamps, yoga sessions and our CM sports day. Together at CM.com: Weekly drinks, board game nights, karaoke throwdowns, yearly ski trip, and more! We have something for everyone. Our diverse perspectives fuel innovation and drive us forward. We welcome everyone, regardless of age, background, or beliefs. Before you apply 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.

Core Responsibilities

Resolve global voice-service support cases, investigate root causes, and address recurring issues by implementing fixes independently or with the development team. Document solutions and improve support processes, tools, and workflows, including through active use of AI and automation.

Requirements

A technical bachelor’s or master’s degree, or equivalent experience, is required, along with a hands-on approach, analytical problem-solving, and the ability to manage multiple complex cases. Candidates must communicate clearly and be fluent in Dutch and English; knowledge of VoIP, SIP, RTP, networking, or Jira Service Management is a plus, as is active experimentation with AI tools.

Benefits

• Three-Day Global Onboarding Program
• Healthy Lunches And Snacks
• Commuting Allowance
• Mobility Card
• Lease-A-Bike Options
• Company Cars For Client Visits
• Pension Plan
• 25 Vacation Days
• Option To Purchase 10 Additional Vacation Days
• Employee Share Purchase Program
• Professional Development And Training
• Vitality Program
• Social Events