About the company
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.
Responsibilities
- 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.
- 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.
- 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.
- 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.
Requirements
- 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.
- Experience with Twilio, Vonage, Voximplant, or similar providers (preferred).
- UK number porting experience (preferred).
- WABA operational knowledge (preferred).
- Email deliverability / blacklist management expertise (preferred).
- SQL and spreadsheet analysis skills (preferred).
- Contact centre or high-volume communications environment experience (preferred).
Conditions
- 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.