Troubleshoot and improve AI voice, SMS and CRM automations (Twilio / Retell / Make / Zapier). Write SOPs, own QA, and keep lead flow reliable for our real-estate automation team. About Mod AI We build AI-driven automations (voice + SMS + email + CRM) that help real estate teams convert more leads with less manual work. We move fast, value clear documentation, and expect thoughtful technical problem-solvers who take ownership and reduce recurring issues. www.modaiautomation.com Role summary You’ll be our go-to technical support and operations specialist for lead workflows. You’ll diagnose and fix integration issues, maintain Twilio/Retell voice & SMS flows, configure low-code automations (Make/Zapier), author SOPs, QA automations, and support agents. Key responsibilities - Diagnose and resolve lead ingestion, routing and sync issues across CRM systems. - Maintain and debug Twilio (SMS/Voice) and Retell (or similar) voice flows and message templates. - Build and maintain Make (Integromat) / Zapier automations and webhook integrations; monitor logs and retries. - Implement and QA voice → SMS fallback patterns and ensure CRM notes/tags update correctly. - Create, update, and maintain clear SOPs, onboarding docs, and QA checklists. - Monitor automation performance, run tests (including basic A/B tests), and propose improvements. - Support agents: triage tickets, create reproducible fixes, and escalate complex issues with full documentation. Required (must-have) - 1+ years remote/technical VA, operations, or support experience (hands-on). - Hands-on experience with Twilio (SMS/Voice) and Retell (or other voice-AI platforms). - Strong experience with Make (Integromat) or Zapier and working with webhooks/APIs. - Experience troubleshooting CRM integrations (any CRM). - Comfortable reading logs, interpreting webhook payloads, and working with APIs. - Excellent written English and the ability to write crisp SOPs others will follow. - Strong troubleshooting mindset, attention to detail, and clear communication.

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