Job Title

Job Description: Senior VOICE EngineerPosition OverviewWe are seeking an experienced Senior Telephony Systems Engineer to join our engineering team. This role requires a technical expert with deep knowledge in designing, testing, and implementing comprehensive telephony solutions. The successful candidate will be responsible for architecting and managing complex communication systems that support our enterprise operations and customer experience initiatives.Key ResponsibilitiesDesign & ArchitectureDesign end-to-end telephony solutions including IVR systems, call center infrastructure, and workforce management platformsDevelop technical specifications and system architecture documentationCreate network topology designs for telephony system integrationPerform capacity planning and scalability assessments for telephony infrastructureImplementation & TestingLead implementation of telephony solutions from concept to production deploymentConduct comprehensive system testing including functional, performance, and integration testingConfigure and optimize IVR call flows and routing strategiesImplement failover and disaster recovery procedures for telephony systemsPlatform ManagementConfigure and maintain Genesys Cloud and Genesys On-Premises environmentsDesign and implement CISCO Contact Centre solutionsIntegrate workforce management systems with telephony platformsManage NICE recording and analytics solutionsNetwork IntegrationDesign and implement network infrastructure to support telephony systemsConfigure routers, switches, and network security components for telephony trafficImplement QoS policies and network optimization for voice communicationsTroubleshoot network-related telephony issues and performance bottlenecksRequired QualificationsTechnical Expertise4+ years of hands-on experience in telephony system design and implementationExpert-level proficiency in:Genesys Cloud platform configuration and administrationGenesys On-Premises (PureEngage/PureConnect) deployment and managementCISCO Contact Centre Enterprise (CCE) or CISCO Contact Centre Express (CCX)Advanced knowledge of:IVR design and call flow developmentWorkforce Management systems and optimizationNICE recording, analytics, and quality management solutionsSIP, RTP, and other VoIP protocolsNetwork & InfrastructureDeep understanding of network design principles for telephony systemsProficient experience with:Router and switch configuration (Cisco, Juniper, or equivalent)Network security implementation for voice trafficQoS configuration and traffic prioritizationMPLS, VPN, and WAN technologiesAdditional Technical SkillsExperience with workforce management platforms (Verint, NICE WFM, Genesys WFM)Knowledge of contact center analytics and reporting toolsFamiliarity with database systems (SQL Server, Oracle) for telephony applicationsUnderstanding of cloud telephony solutions and hybrid deploymentsExperience with API integrations and web servicesPreferred QualificationsBachelor's degree in Telecommunications, Computer Science, Electrical Engineering, or related fieldIndustry certifications such as:Genesys Certified Professional (GCP)CISCO Contact Centre certificationsNICE certificationsNetwork certifications (CCNA, CCNP, or equivalent)Experience with Agile/DevOps methodologiesKnowledge of programming/scripting languages (Python, PowerShell, JavaScript)Previous experience in large-scale enterprise telephony deployments