Senior Telephony Platform Engineer
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. About the Team: The Telephony Engineer provides direct technical guidance, solution design, and helps drive the definition and adoption of best practices. Our team drives the design and implementation of complex telephony solutions, translating business requirements into scalable and sustainable technical architectures. We act as a bridge between business stakeholders and technical development teams, ensuring alignment and successful project delivery. This team is responsible for implementing & defining best practices, governance, and architectural patterns to optimize the NICE CX One / Telephony platform and integrate it seamlessly with other enterprise systems.
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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What This Job Offers
Job Type
Full-time
Career Level
Senior
Industry
Food Services and Drinking Places
Education Level
No Education Listed
Number of Employees
1,001-5,000 employees
