Telecom Engineer

Summary

Senior Telecom Engineer / Genesys Cloud (Level
3) is responsible for the design, implementation, optimization, and operational support of the organization’s enterprise voice and contact center platforms. This role provides technical leadership and Tier 3 escalation support for Genesys Cloud CX, VoIP and SIP‑based telephony, IVRs and voice bots, and carrier integrations.

Full‑time

• Design and maintain end‑to‑end Genesys Cloud CX architectures, including queues, routing strategies, Architect call flows, IVRs, schedules, and voice bots.
• Architect and optimize VoIP and SIP‑based telecom solutions, including SBCs, carrier connectivity, call routing, failover, and redundancy.
• Translate business and customer experience requirements into scalable, maintainable call flow and routing designs.
• Evaluate new Genesys Cloud features and enhancements; recommend adoption aligned to organizational goals and platform best practices.

• Build, configure, and maintain Genesys Architect call flows, inbound and outbound routing logic, and call handling strategies.
• Engineer and support SIP trunking, DID management, SBC configuration, and call quality optimization.
• Support integration efforts using Genesys Cloud APIs, webhooks, and related services.
• Participate in system upgrades, testing, UAT, and production releases.

• Serve as Tier 3 escalation point for telecom and contact center issues, including routing failures, IVR defects, call‑quality problems, and carrier incidents.
• Perform root‑cause analysis and lead technical remediation for complex or recurring issues.
• Coordinate with carriers, vendors, and internal infrastructure teams to resolve telecom related incidents.
• Participate in on‑call rotation to support critical voice and contact center systems outside of standard business hours.

• Develop and maintain architectural diagrams, configuration standards, operational procedures, and system documentation.
• Establish and enforce Genesys Cloud and telecom engineering best practices.
• Identify process inefficiencies and recommend improvements to systems, workflows, and service delivery.
• Ensure telecom and contact center solutions align with security, compliance, and regulatory requirements.

• 5+ years of experience in telecom engineering, VoIP, or contact center platforms.
• Experience supporting enterprise or multi‑site contact center environments.
• Experience designing and supporting voice bots or automated call flows (preferred).
• Experience working directly with telecom carriers and number porting processes (preferred).

• Bachelor’s degree in IT or other related field or equivalent combination of relevant work experience, certifications, or coursework.
• Genesys Cloud certifications (Architect, Voice, or CX disciplines) preferred.

• Demonstrated expertise with Genesys Cloud CX, including Architect, call routing, IVRs, and voice integrations.
• Advanced knowledge of telecommunications technologies, including SIP, RTP, SBCs, DID provisioning, and troubleshooting tools.
• Familiarity with workforce engagement, analytics, or reporting tools (preferred).

• Strong analytical and problem‑solving skills with the ability to resolve complex technical issues.
• Strong written and verbal communication skills, with the ability to explain technical concepts to non‑technical stakeholders.
• Proven ability to work independently and as a technical leader within a team environment.
• Excellent organizational and time‑management skills; able to manage multiple priorities simultaneously.
• Collaborative, proactive, and improvement‑focused mindset.
• Demonstrated ability to anticipate issues, assess risk, and proactively implement solutions.
• Strong influencing skills; able to build alignment and support for technical recommendations.

• Primarily works in an office or hybrid remote (home office) environment with standard office equipment.
• Requires the ability to sit for extended periods of time while working at a computer.
• Regular use…