Senior Telephony Systems Engineer

Job Description: Senior Telephony Systems Engineer

Position Overview

We 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 Responsibilities

Design & Architecture

- Design end-to-end telephony solutions including IVR systems, call center infrastructure, and workforce management platforms
- Develop technical specifications and system architecture documentation
- Create network topology designs for telephony system integration
- Perform capacity planning and scalability assessments for telephony infrastructure

Implementation & Testing

- Lead implementation of telephony solutions from concept to production deployment
- Conduct comprehensive system testing including functional, performance, and integration testing
- Configure and optimize IVR call flows and routing strategies
- Implement failover and disaster recovery procedures for telephony systems

Platform Management

- Configure and maintain Genesys Cloud and Genesys On-Premises environments
- Design and implement CISCO Contact Centre solutions
- Integrate workforce management systems with telephony platforms
- Manage NICE recording and analytics solutions

Network Integration

- Design and implement network infrastructure to support telephony systems
- Configure routers, switches, and network security components for telephony traffic
- Implement QoS policies and network optimization for voice communications
- Troubleshoot network-related telephony issues and performance bottlenecks

Required Qualifications

Technical Expertise

- 4+ years of hands-on experience in telephony system design and implementation
- Expert-level proficiency in:
- Genesys Cloud platform configuration and administration
- Genesys On-Premises (PureEngage/PureConnect) deployment and management
- CISCO Contact Centre Enterprise (CCE) or CISCO Contact Centre Express (CCX)
- Advanced knowledge of:
- IVR design and call flow development
- Workforce Management systems and optimization
- NICE recording, analytics, and quality management solutions
- SIP, RTP, and other VoIP protocols

Network & Infrastructure

- Deep understanding of network design principles for telephony systems
- Proficient experience with:
- Router and switch configuration (Cisco, Juniper, or equivalent)
- Network security implementation for voice traffic
- QoS configuration and traffic prioritization
- MPLS, VPN, and WAN technologies

Additional Technical Skills

- Experience with workforce management platforms (Verint, NICE WFM, Genesys WFM)
- Knowledge of contact center analytics and reporting tools
- Familiarity with database systems (SQL Server, Oracle) for telephony applications
- Understanding of cloud telephony solutions and hybrid deployments
- Experience with API integrations and web services

Preferred Qualifications

- Bachelor's degree in Telecommunications, Computer Science, Electrical Engineering, or related field
- Industry certifications such as:
- Genesys Certified Professional (GCP)
- CISCO Contact Centre certifications
- NICE certifications
- Network certifications (CCNA, CCNP, or equivalent)
- Experience with Agile/DevOps methodologies
- Knowledge of programming/scripting languages (Python, PowerShell, JavaScript)
- Previous experience in large-scale enterprise telephony deployments

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