Senior Telephony Engineer

National Debt Relief, LLC.•,

3d•$127,500 - $146,500•Remote

About The Position

National Debt Relief is seeking an experienced Senior Telephony Engineer to join our Telephony Engineering team. This role is critical in ensuring the stability, scalability, availability, performance, and continuous improvement of our voice and contact center platforms that power customer interactions across the business. The Senior Telephony Engineer will be responsible for leading the design, implementation, optimization, and maintenance of call routing, IVR, queueing, recording, and real-time/historical reporting capabilities, while partnering with operations, compliance, and engineering teams to deliver a high-quality customer and agent experience. This role will also serve as a technical subject matter expert for contact center architecture, platform integrations, and production voice operations. The ideal candidate brings a strong technical engineering background, extensive hands-on experience operating production call centers, and deep familiarity with modern CCaaS platforms.

Requirements

Bachelor’s degree in information technology, computer science, telecommunications, business administration, or related field required.
7+ years of experience as a telephony or contact center engineer in a production environment supporting a live call center.
Advanced hands-on engineering experience administering and configuring at least one major CCaaS platform (preference to experience implementing Salesforce Service Cloud Voice with Amazon Connect).
Strong experience supporting high-volume outbound campaign dialing, answering machine detection, and compliance-driven pacing controls in a contact center processing large daily call volumes.
Experience designing and implementing complex IVRs and contact flows (e.g., Amazon Connect Contact Flows or Salesforce Omni-Channel Flows).
Experience building serverless integrations (AWS Lambda) for Amazon Connect contact flows.
Experience with speech analytics, transcription, and quality management platforms.
Experience with observability tooling (Datadog, Splunk, CloudWatch) applied to voice paths.
Experience with conversation AI/NLU platforms (preference to Amazon Lex) for intent recognition.
Strong scripting/automation skills in Python, Node.js, or similar, with comfort consuming REST APIs and webhooks.
Advanced troubleshooting skills and the ability to lead incident response for complex production voice issues.
Excellent communication skills; able to work cross-functionally with operations, vendors, leadership, and engineering teams.
Familiarity with Salesforce administration concepts (Flows, Omni-Channel, Service Cloud objects).
Ability to evaluate existing telephony architecture and recommend scalable technical improvements and operational efficiencies.
Computer competency and ability to work with a computer.
Prioritize multiple tasks and projects simultaneously.
Exceptional written and verbal communication skills.
Punctuality expected, ready to report to work on a consistent basis.
Attain and maintain high performance expectations on a monthly basis.
Work in a fast-paced, high-volume setting.
Use and navigate multiple computer systems with exceptional multi-tasking skills.
Remain calm and professional during difficult discussions.
Take constructive feedback.

Nice To Haves

Preference to experience implementing Salesforce Service Cloud Voice with Amazon Connect.
Preference to Amazon Lex for intent recognition.

Responsibilities

Design, configure, optimize, and maintain contact center voice infrastructure including IVRs, call flows, routing logic, skills-based queues, call recording, and screen pop integrations.
Administer, support, and enhance Salesforce Service Cloud Voice, Amazon Connect, and Five9 environments.
Lead the design and maintenance of integrations between telephony platforms and Salesforce, workforce management, quality management/speech analytics, and reporting tools.
Partner with business operations to support and optimize outbound dialing strategies and contact management processes.
Troubleshoot and lead resolution efforts for complex production voice and contact center incidents.
Provide technical guidance and best practice recommendations related to contact center architecture, scalability, and platform enhancements.
Document architecture, call flows, configurations, operational procedures, and implementation standards.