Telephony Engineer

Apply for the Telephony Engineer role at Safe-Guard Products International
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Location: US-GA-Atlanta (Sandy Springs)

FLSA: Exempt

We are seeking a highly skilled Telecom Contact Center Engineer with deep expertise in CISCO UCCE/PCCE, Finesse, CUIC, Jabber, Calabrio Call recordings, SBC gateways, Toll Free carrier call allocation management, Unified communication, Presence, CTI, ECE Email contents management system, CISCO ICM routing, VoIP/IPT, Unity Voicemail, Cisco Voice Portal, VXML, and Tier2 IT user support. The role will also lead the migration from an on-prem contact center to a cloud-hosted contact center as a service provider, with significant involvement in AI speech software and cloud-based solutions.

Opportunities exist to contribute to projects involving Generative AI and Agentic AI, shaping the future of intelligent systems across our platforms.

• Setup, configure, and test components of the Cisco IP Contact Center, including Cisco Call Manager, IVR, and Cisco Intelligent Contact Manager, CVP, Workflow Management systems, Call recording systems.
• Manage day-to-day activities for CISCO Enterprise Chat and Emails System.
• Support CISCO Ingress SIP gateways.
• Support Calabrio ONE, QM, WFM, and AI hosted solutions.
• Participate in various IT projects intended to continually improve/upgrade converged network solutions.
• Provide tier 2 Support for Contact Center customer service representatives.
• Continuously monitor, optimize, and improve the performance of existing applications.
• Troubleshoot, maintain, upgrade, and provide solutions to complex hardware/software problems.
• Educate the customer on solution as appropriate throughout the life of the project.
• Migrate from on-prem contact center to cloud-hosted contact center as a service provider.
• Design and implement voice and contact center solutions including Natural Language IVR and agent assist voice call.
• Plan, document, and support the configuration of contact center supporting solutions.
• Create detailed solution designs and documentation supporting development, implementation, and operations of enterprise-class SaaS/CCaaS solutions, integrating AI Speech Software, Natural Language IVR, and CRM applications.
• Centralize contact center scripting, routing, Calabrio cloud recording, and integration with CRM and other systems.
• Act as the Lead Unified Communications Solution Architect.
• Develop and maintain detailed designs within the Cloud Network environment.
• Develop, support, and implement architecture roadmaps and high-level designs for the Cloud Network environment as related to IVR and contact center solutions.
• Fully document all created work, including technical and functional designs, diagrams, test plans, test scripts, impact analysis reports, lessons learned, and best practices.
• Lead and participate in project team activities for system work efforts related to enterprise systems.
• Work independently to accomplish assigned tasks and duties.
• Adhere to and follow all standards, policies, and procedures.
• Utilize various software and/or technology tools to perform job duties.
• Perform tasks and other duties related to this position and role assigned by the manager.

• Bachelor’s degree in information systems, computer science, business management, or equivalent is required.
• 10+ years’ experience in designing, building, and managing high-volume enterprise-class SaaS/CCaaS contact centers.
• 2 years’ hands‑on experience working with CISCO Unified Contact Center Solutions.
• 1+ years’ experience with AI Speech Software Contact Center solution and Azure Communication Services.
• Experience with CTI integrations with CRM systems.
• Experience in managing and maintaining Session Border Controllers.
• Experience in transitioning from an on-prem contact center to a cloud-based contact center.
• Strong understanding of networking principles (DNS, QOS, DHCP, UDP).
• Experience with capturing customer call flow requirements and developing call flow scripts.
• Working experience in integrating UCCE with other contact center solutions.
• Knowledge of voicemail, unified messaging, ACD and IVR systems, integration to CRM packages.
• Strong verbal and written…