Senior Telecom Engineer - Hybrid

Smarthomes•Eagle Mountain, UT

40d•Hybrid

About The Position

At Vivint, we're redefining the smart home experience. Our mission is to make homes smarter, safer, and more connected through cutting-edge technology and exceptional customer service. As a Senior Telecom Engineer, you'll play a pivotal role in shaping how millions of customers interact with Vivint—from support calls to automation triggers—by building seamless, scalable, and intelligent telecom solutions.

Requirements

High School Diploma or GED required
5+ years of experience in telecom engineering, with a strong focus on cloud-based contact center technologies
Proven expertise in Genesys Cloud and Amazon Connect, including configuration, routing, and analytics
Demonstrated ability to build IVRs, design call flows, and implement natural language call routing using tools like Lex, Genesys Architect, or equivalent
Solid understanding of RESTful APIs, OAuth, and data actions for platform integrations
Proficiency in JavaScript for scripting and automation
Familiarity with VoIP protocols, SIP, and network diagnostics
Strong communication skills and a collaborative mindset
Ability to work effectively with cross-functional teams and internal business partners

Nice To Haves

Experience integrating telecom platforms with smart home systems or IoT devices
Knowledge of AWS services like Lambda, S3, and DynamoDB
Certifications in Genesys Cloud or Amazon Connect
Experience with CRM platforms (e.g., Salesforce, Zendesk)

Responsibilities

Lead the design, deployment, and optimization of Genesys Cloud and Amazon Connect platforms for Vivint's contact center operations
Build and maintain intelligent IVRs, dynamic call flows, and natural language call routing experiences that align with Vivint's smart home ecosystem
Develop and maintain API integrations and data actions to automate workflows and enhance customer interactions
Collaborate with engineering, product, and internal business partners to deliver robust telecom solutions that meet operational and customer experience goals
Monitor and troubleshoot voice infrastructure, ensuring high availability and performance across all channels
Build custom scripts and tools using JavaScript to support advanced call routing, reporting, and integrations
Mentor junior engineers and contribute to Vivint's telecom architecture roadmap
Stay ahead of industry trends and recommend innovations that improve customer experience and operational efficiency