Senior Engineer - Cloud Telephony

Rollins, Inc•Atlanta, GA

3d•Hybrid

About The Position

The Senior Cloud Telephony Platform Engineer is responsible for the architecture, engineering, administration, integration, and optimization of enterprise telephony and customer engagement platforms. This role serves as the senior technical resource for cloud contact center, telephony, omnichannel, IVR, IVA, AI Agent, and unified communications technologies, ensuring scalable, secure, and highly available services across the organization. The engineer will design and maintain enterprise voice and digital communication platforms while partnering with business leaders, application teams, CRM administrators, infrastructure teams, security teams, and external vendors to deliver modern customer experience solutions. This position requires both hands-on engineering expertise and solution architecture experience, with a strong focus on platform strategy, integration design, automation, AI enablement, and operational excellence.

Requirements

Bachelor's degree in Information Technology, Computer Science, Telecommunications, Engineering, or equivalent work experience may be considered in lieu of degree
Minimum 3+ years of senior-level experience administering and engineering enterprise cloud telephony platforms
Minimum 3+ years of architecture, solution design, or technical leadership experience
Strong communication and presentation skills
Ability to translate business requirements into technical solutions
Proven ability to lead complex enterprise initiatives with minimal supervision
Strong analytical and troubleshooting skills
Ability to mentor engineers and influence technical direction
Ability to work effectively with executive leadership, business stakeholders, and external vendors
Experience with cloud solutions such as Five9, NICE CXone, Genesys Cloud, Avaya Experience Platform, or Amazon Connect
CCaaS platforms
Cloud telephony systems
UCaaS solutions
SIP and VoIP technologies
Contact center routing design
Omnichannel engagement platforms
IVR and IVA platforms
AI Agent technologies
CRM integrations
REST APIs
Web services
Middleware technologies
Microsoft Teams Phone
SAML Authentication
Telephony analytics
Workforce engagement solutions
Call recording technologies
Cloud architecture principles

Nice To Haves

Cloud certifications in Azure, AWS, or contact center platforms
Experience supporting M&A activities and telephony platform consolidations

Responsibilities

Serve as the senior technical owner for cloud telephony and contact center platforms
Design and implement scalable CCaaS, UCaaS, and enterprise telephony architectures
Develop architecture standards, platform roadmaps, and technical governance practices
Evaluate emerging communication technologies and make recommendations for adoption
Lead platform modernization initiatives and migration projects
Design highly available and resilient voice architectures supporting enterprise operations
Ensure Security elements are implemented such as SSO/SAML, MFA, data retention requirement, Call recording governance, and Privacy and compliance controls
Configure, administer, and optimize cloud telephony environments
Manage SIP trunking, carrier integrations, voice routing, number provisioning, and call flow design
Support global telephony infrastructure, DID management, toll-free services, emergency services, and voice resiliency
Design and maintain various routing such as Intelligent call routing, skills-based routing, priority routing, overflow, etc)
Optimize customer journeys using routing analytics and operational data
Develop customer experience workflows to improve containment rates, response times, and customer satisfaction
Engineer and support omnichannel customer engagement capabilities
Develop seamless customer interactions across digital and voice channels
Ensure consistent customer experience and reporting across all engagement platforms
Design, implement, and optimize: IVA, IVR, AI agents, various bots
Partner with AI teams and business stakeholders to develop automated customer engagement solutions
Integrate AI services such as Natural Language Processing (NLP), Speech Recognition, Voice Analytics, Sentiment Analysis
Continuously improve automation accuracy and customer self-service capabilities
Architect and support integrations between communication platforms and business systems
Design secure data exchange mechanisms using APIs, web services, middleware, and event-driven architectures
Work closely with business application teams to streamline customer workflows and agent experiences
Implement screen pops, customer context delivery, workforce optimization integrations, and reporting feeds
Develop automation solutions to improve platform efficiency and reduce operational overhead
Create monitoring, alerting, and reporting solutions for voice and customer engagement platforms to support operational decision-making
Analyze platform performance metrics including Service Levels, Abandonment Rates, Call Quality, Routing Effectiveness, Agent Utilization, AI Containment Metrics

Benefits

Comprehensive benefits package including medical, dental, vision, maternity & life insurance
401(k) plan with company match, employee stock purchase plan
Teammate discounts, tuition reimbursement, and dependent scholarship awards
Paid Time Off

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