Sr Cloud Telephony Engineer
About The Position
CHG IT Services is looking for a Senior Cloud Telephony Engineer to join the Network & Telecom team within our IT Operations group. The Telecom team focuses on engineering and operating a reliable, secure, and scalable enterprise communication ecosystem across UCaaS and CCaaS platforms. We aim to modernize our voice infrastructure by integrating advanced AI-powered capabilities and automated workflows to enhance both user and customer experiences. Ultimately, we strive to maintain seamless connectivity through robust network integrations and high-quality voice-path designs. As a Senior Cloud Telephony Engineer, you will provide hands-on technical leadership by designing complex call flows, IVRs, and cross-platform integrations with systems like Salesforce. You will own the end-to-end reliability of our environment, moving from real-time troubleshooting and root-cause analysis to implementing permanent, well-documented architectural improvements.
Requirements
- 8+ years of experience specifically in VoIP, UCaaS, CCaaS, or telephony engineering roles.
- Advanced understanding of SIP, call routing, media flows, and voice network dependencies.
- Hands-on experience with SIP devices, softphones, and communication hardware endpoints.
- Strong working knowledge of cloud telephony platform architectures and operational best practices.
- Proven ability to design scalable, resilient telephony solutions in enterprise environments.
- Strong written and verbal communication skills, with the ability to translate technical concepts for non-technical audiences.
- Demonstrated leadership skills, including mentoring, technical guidance, and ownership of complex engineering initiatives.
Nice To Haves
- Experience building automation and scripting solutions, including AI-assisted workflows.
- Experience with AI/ML frameworks for speech recognition, sentiment analysis, or real-time transcription services is highly valued, as is the ability to evaluate and integrate emerging AI telephony solutions into our enterprise communications infrastructure.
- Fundamentals with VoIP (Audio codecs, MOS, SIP) and building relationships/partnering with Network teams.
- Experience with telecom compliance and regulatory guidelines.
- Experience with telecom expense management or contract/vendor oversight.
- Experience working with Engineering teams on software solutions for API access and automation.
- Knowledge of enterprise collaboration tools (Teams, Slack, Zoom).
Responsibilities
- Hands on with design, implementation, and support of cloud telephony UCaaS, and CCaaS platforms (e.g., RingCentral, Zoom Phone, Dialpad, Microsoft Teams Phone).
- Lead troubleshooting efforts for complex voice and call-quality issues, including analysis of SIP signaling, media paths, and network dependencies.
- Design and maintain contact center call routing, call flows, and agent workflows to support business and customer experience requirements.
- Engineer and support integrations between telephony platforms and enterprise systems such as CRMs, identity providers, and workflow tools using APIs or vendor frameworks.
- Define, monitor, and improve voice quality metrics and performance standards across cloud telephony environments.
- Produce and maintain enterprise-ready technical documentation, including call flow diagrams, architecture diagrams, and operational runbooks.
- Lead complex telephony initiatives and provide technical mentorship to engineers and operational teams.
- Manage telecom compliance, regulatory guidelines, and expense management or vendor contracts
Benefits
- 401(k) retirement plan with company match
- Traditional healthcare benefits such as medical and dental coverage, and some unique benefits like onsite health centers, corporate wellness programs, and free behavioral health appointments.
- Flexible work schedules - including work-from-home options available
- Recognition programs with rewards including trips, cash, and paid time off
- Family-friendly benefits including paid parental leave, fertility coverage, adoption assistance, and marriage counseling
- Tailored training resources including free LinkedIn learning courses
- Volunteer time off and employee-driven matching grants
- Tuition reimbursement programs
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
1,001-5,000 employees
