Senior Engineer - Cloud Telephony

Rollins, Inc • Atlanta, GA

5d • 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. The role serves as a 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 designs and maintains enterprise voice and digital communication platforms, partnering with business leaders, application teams, CRM administrators, infrastructure and security teams, and external vendors. The position combines hands-on engineering expertise with solution architecture, focusing on platform strategy, integration design, automation, AI enablement, and operational excellence. Hybrid office and home-based working arrangements may be available once onboarded and trained; the candidate must currently reside in the Atlanta metro area.

Requirements

• Bachelor's degree in Information Technology, Computer Science, Telecommunications, or Engineering; equivalent work experience may be considered in lieu of a 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.
• Technical skills in 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, and cloud architecture principles.
• Must be able to pass a drug screen and background checks.
• Must be able to perform the requirements of the job with or without accommodations.
• Must currently reside in the Atlanta metro area.

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 recommend adoption.
• Lead platform modernization initiatives and migration projects.
• Design highly available and resilient voice architectures supporting enterprise operations.
• Ensure implementation of security elements including SSO/SAML, MFA, data retention requirements, 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 intelligent, skills-based, priority, and overflow routing.
• 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 and seamless interactions across digital and voice channels.
• Ensure consistent customer experience and reporting across engagement platforms.
• Design, implement, and optimize IVA, IVR, AI agents, and bots.
• Partner with AI teams and business stakeholders to develop automated customer engagement solutions.
• Integrate AI services such as NLP, speech recognition, voice analytics, and 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 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.
• Analyze platform performance metrics, including service levels, abandonment rates, call quality, routing effectiveness, agent utilization, and AI containment metrics.

Benefits

• Comprehensive benefits package including medical, dental, vision, maternity, and life insurance.
• 401(k) plan with company match.
• Employee stock purchase plan.
• Teammate discounts.
• Tuition reimbursement.
• Dependent scholarship awards.
• Paid Time Off.
• Hybrid office and home-based working arrangements once onboarded and trained.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior