Contact Center and UC Engineer

Interactive Brokers Group•Greenwich, CT

2d•Hybrid

About The Position

We are seeking an experienced Contact Center & UC Engineer to join our Voice Services team. This role is responsible for the administration, support, and continuous improvement of IBKR's global contact center platform and unified communications infrastructure. The ideal candidate brings hands-on expertise in Genesys Cloud, Microsoft Teams telephony, and voice gateway technologies, and is comfortable working independently in a fast-paced financial services environment. This position plays a key role in supporting the multi-location global contact center and a broad set of voice and messaging services used across the organization.

Requirements

Bachelor's degree in Information Technology, Computer Science, Telecommunications, or a related field
Minimum 5 years of hands-on experience in contact center administration, unified communications, or voice engineering
Proven experience with Genesys Cloud (administration, IVR/flow development, routing)
Experience with IVR design and development, including call flow logic and best practices
Hands-on experience with Microsoft Teams Phone, Direct Routing, and/or Operator Connect, or similar technologies
Experience with SBC administration (AudioCodes and/or Ribbon preferred)
Strong understanding of SIP, RTP, and VoIP protocols
Proficiency in scripting (PowerShell, Python, or equivalent) for task automation
Proficiency in Microsoft Excel (pivot tables, advanced formulas, data analysis)
Working knowledge of SQL for querying and reporting on voice/contact center data
Ability to work independently and manage multiple priorities in a dynamic environment
Strong troubleshooting and analytical skills with attention to detail
Excellent written and verbal communication skills

Nice To Haves

Experience with contact center Workforce Management and Quality Assurance products
Experience with Cloud9 trading turret/communications platform
Familiarity with international SMS regulations, Sender ID registration, and A2P messaging compliance
Experience supporting fax infrastructure (ATAs, fax-to-email, DID management)
Genesys Cloud certifications (e.g., Genesys Cloud CX Certified Associate or Professional)
Microsoft Teams certifications (e.g., MS-700 Managing Microsoft Teams)
Experience in the financial services industry or other highly regulated environments
Familiarity with ITIL practices and service management frameworks
Experience working in a global, multi-site environment.

Responsibilities

Administer, configure, and support the Genesys Cloud contact center platform across multiple locations and business units
Monitor contact center performance, troubleshoot issues, and ensure high availability
Manage incidents and support escalations internally and with the vendor
Design, develop, and maintain IVR call flows, queues, routing strategies, and dial plans
Collaborate with business stakeholders to translate call handling requirements into technical configurations
Support ongoing platform upgrades, integrations, and feature rollouts
Administer and support Microsoft Teams Phone services including Direct Routing and Operator Connect
Maintain Teams telephony dial plans, voice policies, and number management
Support UC-related incidents and service requests across the organization
Maintain, configure, and support AudioCodes and Ribbon Session Border Controllers (SBCs)
Manage SIP trunks, call routing, and gateway configurations
Perform firmware upgrades, health monitoring, and capacity planning for SBC infrastructure
Troubleshoot SIP signaling, call quality, and interoperability issues between voice platforms
Administer and support the Cloud9 specialty trading turret/phone system
Manage fax services, including DID numbers, analog adapters (ATAs), and fax-to-email integrations
Ensure continuity and reliability of legacy and specialty voice services
Support and analyze international SMS API services for business communications
Monitor SMS delivery rates, troubleshoot delivery failures, and liaise with SMS service providers
Manage Sender ID registration processes and related regulatory documentation and paperwork across multiple countries/regions
Develop scripts to automate routine administrative tasks and improve operational efficiency (PowerShell, Python, or similar)
Build and maintain reports and dashboards using Microsoft Excel and SQL to support contact center performance analysis and capacity planning
Query and analyze call data, CDRs, and platform logs to identify trends and support business decisions

Benefits

Competitive salary, annual performance-based bonus, and stock grant awards
401(k) retirement plan with competitive company match
Excellent health and wellness benefits, including medical, dental, and vision benefits. 100% employer-paid medical premiums, with generous employer contributions to dental & vision plans as well.
Wellness screening and assessments, health coaches, and counseling services through an Employee Assistance Program (EAP)
Generous paid parental leave (up to 16 weeks paid parental leave for eligible employees)
Company-paid basic life insurance, accidental death & dismemberment (AD&D), and short- and long-term disability coverage
Flexible Spending Accounts (Healthcare, Dependent Care, and Commuter FSAs)
Quarterly fitness stipend to offset costs associated with traditional gym and fitness memberships or fees
Education reimbursement and professional development opportunities
Legal services, telehealth access, and voluntary insurance options
Backup child and adult care support through Care.com
Daily lunch allowance and fully stocked kitchen with healthy breakfast and snack options