Telephony Platform Engineer

Job Description : GCB 5 Telephony Platform Engineer Contact Center Transformation (Genesys Cloud CX)
Position Overview
We are seeking an experienced and hands-on Delivery Manager Telephony Platform Engineer with deep expertise in Cloud Contact Center as a Service (CCaaS) platforms such as Genesys Cloud. This role will be responsible for managing the delivery, engineering, and operationalization of enterprise-grade telephony and contact center solutions. The individual will lead implementation programs, collaborate with cross-functional teams (business, IT, vendors, and partners), ensure platform stability, and drive innovation to enhance customer experience. The role requires a strong combination of technical engineering depth, delivery leadership, and stakeholder management.

Key Responsibilities
Program & Delivery Management :

• Lead end-to-end delivery of CCaaS/telephony platform projects, ensuring timelines, budgets, and quality outcomes are achieved.
• Manage migration programs from legacy on-premise contact center platforms to cloud-based solutions (e.g., Genesys Cloud).
• Oversee platform upgrades, integrations, and change management initiatives.

Technical Engineering & Platform Management

• Design, configure, and optimize telephony workflows, IVR, routing strategies, and call flows on Genesys Cloud or similar platforms.
• Manage integration with CRMs, ticketing systems, and workforce engagement solutions.
• Ensure high availability, disaster recovery, and compliance with regulatory standards (e.g., PCI-DSS, GDPR).
• Troubleshoot and resolve platform-level incidents, working closely with vendors and support teams.

Stakeholder & Vendor Management

• Collaborate with business stakeholders to capture requirements and translate them into scalable telephony solutions.
• Manage vendor relationships with CCaaS providers, system integrators, and telecom partners.
• Act as the primary point of contact for platform escalations and service-level adherence.

Operational Excellence

• Define and monitor KPIs for telephony performance, including call quality, routing efficiency, and uptime.
• Implement automation, monitoring tools, and dashboards for proactive management.
• Ensure documentation, governance, and adherence to best practices.

Continuous Improvement

• Drive adoption of new CCaaS features and capabilities (AI bots, predictive routing, workforce management).
• Identify opportunities to improve customer and agent experience through platform enhancements.
• Mentor and upskill teams on CCaaS engineering and delivery practices.

Qualifications & Skills
Education : Bachelors degree in Computer Science, Information Technology, Engineering, or a related field. Masters degree preferred.

Experience

• 10+ years of experience in telephony/contact center engineering and delivery, with at least 4-5 years on Genesys Cloud or equivalent CCaaS platforms.
• Strong track record in managing delivery of enterprise-scale contact center transformation programs.
• Hands-on expertise in IVR design, SBC, SIP trunking, call routing, integration (REST APIs, web services), and cloud telephony.
• Familiarity with workforce engagement management (WEM), analytics, and omnichannel routing.
• Knowledge of ITIL processes and experience working in Agile/DevOps delivery models.

Technical Skills

• Proficiency in Genesys Cloud (preferred), Avaya, Cisco, NICE, Five9, or Amazon Connect.
• Experience with ServiceNow, Salesforce, MS Dynamics, or other CRMs.
• Understanding of networking, SIP, WebRTC, and telephony protocols.
• Familiarity with scripting, APIs, and automation for platform configuration.

Key Attributes

• Strong leadership and program management skills with the ability to manage distributed teams and multiple stakeholders.
• Excellent problem-solving and analytical abilities, with a customer-first mindset.
• Ability to balance technical depth with business context, ensuring solutions align with strategic goals.
• Strong communication and stakeholder management skills, capable of engaging with both technical and business leaders.
• Proactive, adaptable, and innovative, with the ability to thrive in fast-paced transformation environments.
• Demonstrated ability to drive operational excellence and deliver continuous improvement.

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