Sr. Telephony Engineer- WFH

Responsibilities

• Utilize logical problem-solving to find creative solutions to problems with Genesys Cloud CX
• Work with SIP, WebRTC, VoIP, PCap analysis, troubleshooting call quality, media gateways, and SBC devices
• Work with stakeholders and other technical teams to collect business and technical requirements to design/deliver enterprise-level solutions using Genesys architect and Genesys Scripter
• Support AI-driven contact center technologies, including conversational IVR/IVA systems, predictive routing, AI chat/voice bots, and real-time agent assist tools
• Collaborate with AI/CCaaS teams to integrate Genesys Cloud such as speech analytics, intent detection, knowledge surfacing, automated summarization, and proactive guidance into call flows and routing logic
• Create and update technical documentation of operating procedures as needed
• Serve as a technical expert for Tier 1/2/3 support groups
• Collaborate and communicate with internal department architects and vendor partners
• Collaborate with Product Owner on technology solutions, implementations, upgrades, enhancements and conversions; recommend solutions as appropriate
• Provide problem-solving leadership based on experience with the technology
• Act as a senior member of the Telephony Support Team in providing prompt support to assigned operations
• Coordinate day-to-day operations, run projects, and assign tasks to Tier 1/2/3 engineers
• Collaborate in assessing current and expected communications needs, configuration, maintenance, optimization, and documentation of Genesys Cloud CX
• Ensure that system improvements and changes are implemented correctly and completely, monitor effects of the modifications
• Establish/recommend policies on system use and services
• Perform common administrative tasks such as reviewing system logs, setting up new users, and conducting monthly audits of permission levels
• Deploy and support of enterprise software, including third-party and in-house applications
• Assemble and support AI-enabled routing, IVR intent recognition, and virtual agent performance to ensure accuracy, containment, and routing efficiency
• Participate in testing, validating, and troubleshooting AI-based solutions, including speech recognition, natural language understanding (NLU), and AI-based self-service workflows

Qualifications

• A High School Diploma or equivalent required
• 8+ years hands-on experience in troubleshooting, performance tuning, and problem resolution
• 7+ years’ experience with contact center technologies
• Ability to interact with users of varying levels of technological understanding
• Ability to understand complex network topologies, firewalls, information security, and troubleshoot packet loss and delay, jitter, codecs
• Experience implementing REST API's within complex call flows
• Demonstrated ability to seek existing or emerging industry practices when solving business and technology problems
• Experience in defining and documenting technology processes and solutions
• In-depth knowledge of the Genesys Cloud Platform, including: Administrative functions (user creation, schedules, etc.), Interaction flow development in Architect, Genesys Cloud CX APIs, Creating and maintaining agent scripts
• Experience working with AI-driven contact center technologies
• Ability to interpret, validate, and troubleshoot AI outputs such as recognition confidence, intent matching, and routing decisions
• A self-starter with a proven ability to manage multiple projects efficiently, multitask between operational and project-related work efforts and be effective in a fast-paced environment
• Strong documentation skills while working with business and technical requirements
• Strong organizational skills with an eye for detail
• Strong verbal and written communications skills; ability to take complex information and present/explain it clearly and concisely

Benefits

Total Rewards Package includes:

• Health & Welfare Coverage: Optional medical, dental, vision, life, and disability insurance
• Time Off: Paid holidays, vacation, and sick leave
• Retirement & Investment: Fidelity National Financial matching 401(k) and employee stock purchase plans
• Wellness Programs: Access to mental health resources, including free Calm memberships, and initiatives that promote physical and emotional well-being
• Employee Recognition: Programs that celebrate achievements and milestones
• Lifestyle & Learning Perks: Enjoy discounts on gym memberships, pet insurance, and employee purchasing programs, plus access to a tuition reimbursement program that supports your continued education and professional growth.

Pay

Compensation Range: $85,800-$160,800 annually. Actual compensation may vary within the range provided, depending on a number of factors, including qualifications, skills and experience.

Schedule

Working conditions are normal for an office environment. Ability to attend work and be productive during normal business hours and to work early, late or weekend hours as needed for successful job performance. Over time required as necessary.