Senior Telephony Engineer

Role Overview

• Utilize logical problem-solving to find creative solutions to problems with Genesys Cloud CX
• Work with SIP, WebRTC, VoIP, PCap analysis, troubleshooting call quality, media gateways, and SBC devices
• Work with stakeholders and other technical teams to collect business and technical requirements to design/deliver enterprise-level solutions using Genesys architect and Genesys Scripter
• Support AI-driven contact center technologies, including conversational IVR/IVA systems, predictive routing, AI chat/voice bots, and real-time agent assist tools.
• Collaborate with AI/CCaaS teams to integrate Genesys Cloud such as speech analytics, intent detection, knowledge surfacing, automated summarization, and proactive guidance into call flows and routing logic.
• Create and update technical documentation of operating procedures as needed
• Serve as a technical expert for Tier 1/2/3 support groups
• Collaborate and communicate with internal department architects and vendor partners
• Collaborate with Product Owner on technology solutions, implementations, upgrades, enhancements and conversions; recommend solutions as appropriate
• Provide problem-solving leadership based on experience with the technology
• Act as a senior member of the Telephony Support Team in providing prompt support to assigned operations.
• Coordinate day-to-day operations, run projects, and assign tasks to Tier 1/2/3 engineers
• Collaborate in assessing current and expected communications needs, configuration, maintenance, optimization, and documentation of Genesys Cloud CX
• Follow and apply configuration and security standards and policies within a defined change management process
• Ensure that system improvements and changes are implemented correctly and completely, monitor effects of the modifications
• Establish/recommend policies on system use and services
• Perform common administrative tasks such as reviewing system logs, setting up new users, and conducting monthly audits of permission levels
• Deployment and support of enterprise software, including third-party and in-house applications
• Act as an escalation point for Telephony platform issues and corporate IT standards for enterprise IT staff
• Monitor, tune, and optimize AI-enabled routing, IVR intent recognition, and virtual agent performance to ensure accuracy, containment, and routing efficiency.
• Participate in testing, validating, and troubleshooting AI-based solutions, including speech recognition, natural language understanding (NLU), and AI-based self-service workflows.
• All other duties as assigned.

Requirements

• High School Diploma or equivalent required.
• 8+ years hands-on experience in troubleshooting, performance tuning, and problem resolution
• 7+ years’ experience with contact center technologies
• Ability to interact with users of varying levels of technological understanding
• Ability to understand complex network topologies, firewalls, information security, and troubleshoot packet loss and delay, jitter, codecs
• Ability to troubleshoot user connection issues using browser Console trace logs
• Experience implementing REST API's within complex call flows.
• Certified in Genesys (GCP, GCD,GCAI)Demonstrated ability to seek existing or emerging industry practices when solving business and technology problems
• Experience in defining and documenting technology processes and solutions
• In-depth knowledge of the Genesys Cloud Platform, including: o Administrative functions (user creation, schedules, etc.) o Interaction flow development in Architect o Genesys Cloud CX APIs o Creating and maintaining agent scripts
• Ability to work independently and as a team, under minimal direction and effectively meet deadlines
• Experience working with AI-driven contact center technologies
• Ability to interpret, validate, and troubleshoot AI outputs such as recognition confidence, intent matching, and routing decisions
• A self-starter with a proven ability to manage multiple projects efficiently, multitask between operational and project-related work efforts and be effective in a fast-paced environment
• Strong documentation skills while working with business and technical requirements
• Strong organizational skills with an eye for detail
• Strong verbal and written communications skills; ability to take complex information and present/explain it clearly and concisely.

Tech Stack

• Cloud
• Firewalls
• Google Cloud Platform
• VoIP

Benefits

• Health & Welfare Coverage: Optional medical, dental, vision, life, and disability insurance
• Time Off: Paid holidays, vacation, and sick leave
• Retirement & Investment: Fidelity National Financial matching 401(k) and employee stock purchase plans
• Wellness Programs: Access to mental health resources, including free Calm memberships, and initiatives that promote physical and emotional well-being
• Employee Recognition: Programs that celebrate achievements and milestones
• Lifestyle & Learning Perks: Enjoy discounts on gym memberships, pet insurance, and employee purchasing programs, plus access to a tuition reimbursement program that supports your continued education and professional growth.