Sr. Contact Center Voice Engineer

Position will be Hybrid

We’re seeking a Sr. Contact Center Voice Engineer with demonstrated experience in engineering, configuring and managing contact center solutions, both on-premises and cloud based. This role will join the Voice & UC team and assist with implementation of new features and integrations, designing and automating voice solutions, and solving complex problems. We are in a transition within our voice infrastructure where cloud technology, scripting, AI development, and general VoiP technology is key for this position. This person must become acclimated to the company’s applications, telecommunication systems, VoiP integration, and is able to manage changes within the environment and its effect to related cross-project initiatives.

Required Knowledge & Experience

The primary responsibility for this role is engineering, maintenance, and support of contact center technology and strategy are required. Knowledge of call recording, workforce management, and reporting solutions is a bonus. Cloud base contact center (CCaaS), AI speech, natural language IVR, scripting, and API integration is a plus.

• Hands-on telephony experience in support of enterprise PBX/CCaaS systems with the ability to troubleshoot, analyze and remediate common issues including SBC’s and SIP support.
• Strong understanding of VoIP protocols (SIP, RTP), telecom networking protocols (TCP/IP, DNS, DHCP), and telephony security concepts.
• Working knowledge of Windows/Linux/VM/ESXi hosts.
• Experience with Avaya and Cisco on prem solutions.
• Experience with cloud migration and CCaaS (Zoom) administration a plus.
• Experience with Five9, Webex CC, MS Teams, & Cloud integration a plus.
• Experience with Contact Centers administration and support (on-prem and cloud-based).
• Experience with APIs, JSON, webhooks, and basic scripting such as Python is a plus.
• Working knowledge of Session Border Controllers (Avaya and/or Oracle).
• Knowledge of Window & Linux based systems administration.
• Collaborate with Engineers from other IT organizations (e.g., Application Services, VM team, Compute, Field Ops, etc.).
• Maintain strategic relationships with key infrastructure vendors.
• Research industry guidance, frameworks, and best practices.
• Communications, awareness, and high-level education regarding technology strategy to Network Services and Voice/Telecom discipline.
• Ability to effectively organize tasks, manage multiple priorities/details, meet schedules, and deliver on customer commitments.
• Ability to negotiate with and influence others – internally as well as vendors.
• Ability to build relationships and work in a team atmosphere.
• Ability to participate in On-Call rotation and serve as lead engineer when called upon.

Duties & Responsibilities

Ability to assist with support of voice system issues such as but not limited to Avaya platforms, Cisco platforms, Zoom, Webex, MS Teams, and Five9. Occasionally manage moves, adds and changes to including remote agents, programming, design, routing and ongoing support where needed. Automation, scripting, and API integration is a plus.

• Familiarity with VDN, Vector & Variables, Route Trees, IVR programming would be greatly desired.
• Participate in planning, design, implementation and management of projects that may include new locations, onboarding new customers, and deploying new technologies across the network.
• Proactively analyze, troubleshoots and resolves VoIP systems and circuit issues in a timely manner. This includes managing vendors and communicating status to management.
• Documents and train call center personnel to perform routine system administration and maintenance on local or remote locations.
• Keeps documentation up to date for all telecommunications systems such as toll-free numbers, call center routing, trunking, and circuits.
• Collaborate with other IT team members to develop design strategies and implementation plans for new initiatives and/or to resolve problems.
• Cooperates with end-users and various lines of businesses in developing solutions in creating efficiencies pertaining to voice-related processes that may impact the business.
• Provide application support and testing for system patching, hardening and hardware/software upgrades, system updates and break/fix remediation.

Education/Experience

• Bachelors in Computer Science or an Engineering field strongly preferred; (10) years of relevant technical experience is an acceptable substitute related work experience in the assigned function such as Contact Center & VoIP technologies.
• Savvy understanding of telephony and network protocols – SIP, RTP, RTCP, DNS, DHCP.
• Hands on experience with voice applications – Dial Plans, Call Routing, Translation patterns, Voicemail, Recording and Monitoring.
• Hands on experience building out Contact Center menus, IVR, AI implementation, Scripting, and Automation a plus.