Senior Telephony Platform Engineer

Gusto, Inc.•Los Angeles, CA

9d•$139,000 - $189,000•Hybrid

About The Position

The Telephony Engineer will play a pivotal role in driving the transformation and optimization of our revenue and customer support processes within the NICE CX One ecosystem. We are seeking an experienced Telephony Engineer to join our dynamic team. If you possess a deep understanding of NICE CX One / Telephony Systems and a proven track record of designing and implementing successful solutions, we invite you to apply and contribute to our continued growth.

Requirements

6+ years of experience in telephony engineering or contact center development
Strong expertise in IVR/ACD scripting, and Salesforce CTI/SCV integration
Proven experience with telephony provider migrations and multi-system architectures (AWS, SIP, Twilio, etc.)
Proficiency in API-based integrations (Salesforce, MuleSoft, REST)
Strong troubleshooting skills across omnichannel telephony workflows
Familiarity with WFM/IEX adherence and real-time agent state visibility

Nice To Haves

Experience with Twilio streaming, SIP forking, or AI-powered real-time voice
Knowledge of enterprise routing architecture and CX analytics pipelines
Telephony Certifications (ie: NICE, Five9, AWS, etc..)

Responsibilities

Provide expert guidance to development teams, ensuring alignment with architectural standards, guidelines, and best practices.
Design end-to-end solutions, incorporating industry best practices, NICE CX One capabilities, and integration points.
Lead solution reviews and ensure alignment with architectural guidelines.
Collaborate closely with cross-functional teams to ensure solutions meet business needs.
Present technical concepts and solutions to both technical and non-technical stakeholders.

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