Sr. Telephony Engineer- Remote

LoanCare•,

4d•$85,800 - $160,800•Remote

About The Position

We are seeking to fill the role of Senior Telephony Engineer. The ideal candidate enjoys collaborating with clients, industry partners and internal teams to maximize outcomes for homeowners. This role involves utilizing logical problem-solving to find creative solutions to problems with Genesys Cloud CX, working with SIP, WebRTC, VoIP, PCap analysis, troubleshooting call quality, media gateways, and SBC devices. The engineer will work with stakeholders and other technical teams to collect business and technical requirements to design/deliver enterprise-level solutions using Genesys architect and Genesys Scripter. Support for AI-driven contact center technologies, including conversational IVR/IVA systems, predictive routing, AI chat/voice bots, and real-time agent assist tools is also a key part of the role. Collaboration with AI/CCaaS teams to integrate Genesys Cloud features such as speech analytics, intent detection, knowledge surfacing, automated summarization, and proactive guidance into call flows and routing logic is expected. The position requires creating and updating technical documentation, serving as a technical expert for support groups, and collaborating with architects and vendor partners. The engineer will also work with the Product Owner on technology solutions, implementations, upgrades, enhancements, and conversions, providing problem-solving leadership and acting as a senior member of the Telephony Support Team. Coordination of day-to-day operations, running projects, and assigning tasks to engineers are also responsibilities. The role involves assessing communication needs, configuration, maintenance, optimization, and documentation of Genesys Cloud CX, adhering to configuration and security standards within a change management process, and ensuring system improvements are implemented correctly. Establishing policies on system use and services, performing administrative tasks like reviewing logs and audits, and deploying enterprise software are also part of the duties. The engineer will act as an escalation point for Telephony platform issues and corporate IT standards, monitor and optimize AI-enabled routing, IVR intent recognition, and virtual agent performance, and participate in testing and troubleshooting AI-based solutions. All other duties as assigned.

Requirements

High School Diploma or equivalent required.
8+ years hands-on experience in troubleshooting, performance tuning, and problem resolution
7+ years’ experience with contact center technologies
Ability to interact with users of varying levels of technological understanding
Ability to understand complex network topologies, firewalls, information security, and troubleshoot packet loss and delay, jitter, codecs
Ability to troubleshoot user connection issues using browser Console trace logs
Experience implementing REST API's within complex call flows.
Certified in Genesys (GCP, GCD,GCAI)
Demonstrated ability to seek existing or emerging industry practices when solving business and technology problems
Experience in defining and documenting technology processes and solutions
In-depth knowledge of the Genesys Cloud Platform, including: Administrative functions (user creation, schedules, etc.), Interaction flow development in Architect, Genesys Cloud CX APIs, Creating and maintaining agent scripts
Ability to work independently and as a team, under minimal direction and effectively meet deadlines
Experience working with AI-driven contact center technologies
Ability to interpret, validate, and troubleshoot AI outputs such as recognition confidence, intent matching, and routing decisions
A self-starter with a proven ability to manage multiple projects efficiently, multitask between operational and project-related work efforts and be effective in a fast-paced environment
Strong documentation skills while working with business and technical requirements
Strong organizational skills with an eye for detail
Strong verbal and written communications skills; ability to take complex information and present/explain it clearly and concisely

Nice To Haves

Visio experience

Responsibilities

Utilize logical problem-solving to find creative solutions to problems with Genesys Cloud CX
Work with SIP, WebRTC, VoIP, PCap analysis, troubleshooting call quality, media gateways, and SBC devices
Work with stakeholders and other technical teams to collect business and technical requirements to design/deliver enterprise-level solutions using Genesys architect and Genesys Scripter
Support AI-driven contact center technologies, including conversational IVR/IVA systems, predictive routing, AI chat/voice bots, and real-time agent assist tools.
Collaborate with AI/CCaaS teams to integrate Genesys Cloud such as speech analytics, intent detection, knowledge surfacing, automated summarization, and proactive guidance into call flows and routing logic.
Create and update technical documentation of operating procedures as needed
Serve as a technical expert for Tier 1/2/3 support groups
Collaborate and communicate with internal department architects and vendor partners
Collaborate with Product Owner on technology solutions, implementations, upgrades, enhancements and conversions; recommend solutions as appropriate
Provide problem-solving leadership based on experience with the technology
Act as a senior member of the Telephony Support Team in providing prompt support to assigned operations.
Coordinate day-to-day operations, run projects, and assign tasks to Tier 1/2/3 engineers
Collaborate in assessing current and expected communications needs, configuration, maintenance, optimization, and documentation of Genesys Cloud CX
Follow and apply configuration and security standards and policies within a defined change management process
Ensure that system improvements and changes are implemented correctly and completely, monitor effects of the modifications
Establish/recommend policies on system use and services
Perform common administrative tasks such as reviewing system logs, setting up new users, and conducting monthly audits of permission levels
Deployment and support of enterprise software, including third-party and in-house applications
Act as an escalation point for Telephony platform issues and corporate IT standards for enterprise IT staff
Monitor, tune, and optimize AI-enabled routing, IVR intent recognition, and virtual agent performance to ensure accuracy, containment, and routing efficiency.
Participate in testing, validating, and troubleshooting AI-based solutions, including speech recognition, natural language understanding (NLU), and AI-based self-service workflows.
All other duties as assigned.