Job Description
Salary: $85,000 - 118,000 per year Requirements:
- Bachelor’s degree in Information Systems, Computer Science, or a related discipline
- Over 5 years of practical experience in contact center or telecommunications engineering
- At least 4 years of experience managing, engineering, and enhancing Genesys Cloud CX environments
- Proven track record in designing and implementing Genesys Architect call flows, SIP trunking, outbound dialer campaigns, AWS S3 recording integrations
- Deep understanding of SIP, SBCs, VoIP, circuit management, and cloud telecommunications
- Proficient in networking, Windows Server, Cisco infrastructure, APIs, and cloud telephony standards
- Demonstrated ability to analyze and resolve intricate issues in voice, network, and telephony environments
- Familiarity with Snowflake or similar cloud data platforms for analytics and reporting (preferred)
- Development or scripting skills in languages such as Python, PowerShell, .NET, or Genesys Bot is beneficial
- Excellent communication, documentation, and stakeholder management abilities
- Capability to work autonomously, juggle multiple tasks, and thrive in a dynamic setting
- Exhibits professionalism, integrity, and a collaborative team-focused approach
Responsibilities: - Ensure the high availability and stability of Genesys Cloud CX systems
- Design, manage, and uphold sophisticated Genesys Cloud CX solutions, including call flows, queue routing, WEM, outbound campaigns, analytics, dialer regulations, and AWS S3 recording integrations
- Regularly monitor platform performance and proactively address issues across voice, network, and cloud layers to meet enterprise SLA standards
- Provide Tier 3 on-call support and spearhead crisis resolution efforts during critical incidents
- Drive platform enhancement projects such as capacity planning, scalability evaluations, and cloud architecture advancements
- Conduct requirement-gathering sessions with business stakeholders and translate their needs into technical specifications, routing strategies, and IVR workflows
- Collaborate with cross-functional teams to implement enterprise-wide contact center solutions for both new and existing clients
- Act as a senior escalation point for complicated incidents involving telephony, network, and cloud integrations
- Perform root-cause analysis and enact corrective measures to avoid recurring problems and bolster platform reliability
- Design, configure, and optimize SIP trunks, SBCs, telephony routing, and enterprise voice components to ensure reliable call quality
- Support and refine data and reporting integrations, including API-based data flows and Snowflake analytics
- Assess telecom vendors, cloud technologies, and innovative solutions to enhance scalability, performance, and cost-effectiveness
- Collaborate closely with Software Engineering, Infrastructure, Database, Application, Operations, and Client Management teams to deliver cohesive, high-caliber solutions
- Serve as a technical advisor to stakeholders, ensuring transparent communication, alignment, and confidence in platform decisions
- Confirm that all Genesys Cloud configurations and telecommunications components meet internal standards, security protocols, and client requirements
- Maintain rigorous audit-ready environments through disciplined configuration management and policy adherence
- Keep thorough system documentation, call flow diagrams, inventories, and standardized configuration records
- Offer mentorship and technical guidance to telecom and IT team members
- Lead continuous improvement initiatives aimed at enhancing call quality, minimizing incidents, and streamlining operational workflows
Technologies: - API
- AWS
- Architect
- Cloud
- Cisco
- Flow
- Genesys
- Support
- Network
- PowerShell
- Python
- Security
- Snowflake
- Windows
- ASP.NET
More:
We are passionate about developing scalable, cloud-based contact center solutions that enhance customer experiences. As a Senior Telecommunications & Network Engineer, you will be instrumental in shaping and maintaining our enterprise contact center platforms. This is an onsite position based in Woodstone, San Antonio, TX. If you thrive on solving impactful problems and wish to leverage technology to make a difference, we invite you to connect with our team.
last updated 52 week of 2025
Job Tags
Full time,