IVR / Telephony Engineer – Contact Center

About the role

The Mid-Level IVR / Telephony Engineer will architect and maintain the communications backbone of the call center, operating 24/7/365 as the central hub for the government. Key responsibilities include managing a FedRAMP-authorized CCaaS environment, ensuring seamless routing of critical law enforcement calls, maintaining

Responsibilities

• Design, configure, and maintain complex IVR menus and omnichannel routing scripts using Genesys (Genesys Cloud CX / Architect).
• Configure dynamic routing and queue management within the Genesys environment to scale on-demand and absorb call volume surges.
• Develop and maintain CTI between Genesys and ServiceNow for seamless data passing and single-pane-of-glass screen pops.
• Administer SecureLogix voice firewalls to detect and block call flooding or TDoS attacks in real-time.
• Ensure compliance with Client 4300A and TIC requirements for LES communications.
• Support redundant connectivity with dual-carrier fiber paths and independent TACCOM systems for 100% uptime.
• Act as Tier 2/3 technical escalation point for SIP, VoIP, and telecom infrastructure issues, using proactive monitoring tools to resolve audio quality and routing anomalies.

Requirements

• Citizenship: United States Citizen.
• Experience: 3 to 5 years of hands-on experience in telecommunications, IVR development, or CCaaS administration.
• Platform Expertise: Demonstrated experience configuring and managing Genesys contact center solutions (Genesys Cloud CX, Genesys Engage, or PureConnect).
• Technical Knowledge: Strong understanding of VoIP protocols (SIP, RTP), telecom networking, and API integrations (REST/SOAP).
• Security Mindset: Familiarity with telephony security concepts, including toll fraud and TDoS attacks.

Qualifications

• Experience integrating Genesys platforms with ITSM tools like ServiceNow.
• Certifications in Genesys (e.g., Genesys Cloud Certified Professional) or general networking (CCNA Collaboration).
• Previous experience supporting Client, ICE, or other federal law enforcement telephony environments.

Skills

• IVR Development
• CCaaS Administration
• Genesys Configuration
• VoIP Protocols
• Telecom Networking
• API Integrations
• SecureLogix Administration
• Redundant Connectivity
• Proactive Monitoring
• Audio Quality Resolution
• Routing Anomalies Identification

Benefits

N/A

Pay

N/A

Schedule

N/A