Engineer 3 - Telephony / Unified Communications

Sunrise Systems, Inc. is a leading Medical Device Manufacturing Company seeking an experienced Engineer 3 - Telephony / Unified Communications. The role involves designing, implementing, and supporting enterprise contact center technology, focusing on the Noble/Alvaria platforms to ensure reliable 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