Telephony / Unified Communications Engineer 3

Sunrise Systems, Inc. is seeking an experienced Telephony / Unified Communications Engineer with a strong background in Noble/Alvaria contact center platforms. This role is responsible for the design, implementation, administration, and support of the enterprise contact center technology stack, ensuring reliable and scalable communications across the organization.

Responsibilities:

• Administer and maintain the Noble/Alvaria CX platform, including outbound/inbound dialers, campaign management, predictive dialing, IVR flows, and call routing
• Configure and support Alvaria Workforce Engagement Management (WEM) for scheduling, forecasting, and adherence
• Manage and optimize voice, chat, and omnichannel routing within Alvaria systems
• Ensure proper operation of call recording, quality monitoring, and compliance features
• Integrate Alvaria with CRM systems, ticketing tools, and workforce management platforms
• Build and maintain custom reports, dashboards, and data feeds leveraging Alvaria Performance Center and reporting modules
• Monitor and tune campaign KPIs (abandon rates, contact rates, SLA, average handle time, etc.) to maximize efficiency
• Work with stakeholders to design call flows, IVR menus, and queue strategies aligned to business needs
• Monitor telephony infrastructure for system health, latency, and call quality metrics
• Lead troubleshooting of SIP signaling, trunking, call routing, and CTI integration issues
• Perform upgrades, hotfixes, and patches on Alvaria/Noble components
• Maintain system documentation, including call flow diagrams, configuration baselines, and runbooks
• Partner with Network, Security, and Infrastructure teams to ensure secure and resilient voice services
• Work closely with Contact Center Operations to implement campaign changes and workforce adjustments
• Manage vendor escalations with Alvaria support and coordinate on issue resolution

Requirements:

• 3–5+ years of experience supporting enterprise telephony or contact center platforms
• Understanding of dial plan analysis, call routing best practices, skills-based routing, CTI, PBX components and functions, Call Detail Reporting, and Workforce Management System
• Experience working with call recording technology, and demonstrated working knowledge of ACD, automated attendant and IVR technology
• Preferred knowledge of data networking; VoIP, QoS; SIP and protocol analysis
• Preferred experience within cloud solutions
• Excellent systems analysis, troubleshooting skills and critical thinking skills
• Excellent oral and written communication skills and interpersonal skills required
• Required to obtain necessary telecommunication certifications held in a classroom setting
• Experience in managing vendors and/or people a plus
• Associate degree preferred, or an equivalent combination of education and experience in an IT environment and/or Call Center environment
• Noble/Alvaria (CX Suite, WEM, Performance Center) experience a plus
• Creates, follows, and updates process documentation as needed
• Experience with other UC/Contact Center platforms (Avaya Aura, Cisco UCCE, Genesys, Microsoft Teams voice)
• Mobile device management and support
• Scripting or automation skills (PowerShell, Python, SQL stored procedures)
• Knowledge of workforce optimization and speech analytics solutions
• Design, analyze and implement projects utilizing voice and data carrier infrastructure
• Documents configuration and monitors various aspects of voice and data network
• Tracks performance metrics related to voice and data network
• Provide reporting on problem tickets and SLAs