Telephony Engineer

Safe-Guard Products International LLC•Atlanta, GA

3h•Hybrid

About The Position

We are seeking a highly skilled Telecom Contact Center Engineer with deep expertise in CISCO UCCE/PCCE, Finesse, CUIC, Jabber, Calabrio Call recordings, SBC gateways, Toll Free carrier call allocation management, Unified communication, Presence, CTI, ECE Email contents management system, CISCO ICM routing, VoIP/IPT, Unity Voicemail, Cisco Voice Portal, VXML, and Tier2 IT user support. The role will also lead the migration from an on-prem contact center to a cloud-hosted contact center as a service provider, with significant involvement in AI speech software and cloud-based solutions. Opportunities exist to contribute to projects involving Generative AI and Agentic AI, shaping the future of intelligent systems across our platforms.

Requirements

Bachelor’s degree in information systems, computer science, business management, or equivalent is required.
10+ years’ experience in designing, building, and managing high-volume enterprise-class SaaS/CCaaS contact centers.
2 years’ hands-on experience working with CISCO Unified Contact Center Solutions.
1+ years’ experience with AI Speech Software Contact Center solution and Azure Communication Services.
Experience with CTI integrations with CRM systems.
Experience in managing and maintaining Session Border Controllers.
Experience in transitioning from an on-prem contact center to a cloud-based contact center.
Strong understanding of networking principles (DNS, QOS, DHCP, UDP).
Experience with capturing customer call flow requirements and developing call flow scripts.
Working experience in integrating UCCE with other contact center solutions.
Knowledge of voicemail, unified messaging, ACD and IVR systems, integration to CRM packages.
Strong verbal and written communication skills.
Ability to work effectively across internal and external organizations.
Aptitude to acquire new technology and concepts quickly.
High-end experience in Cisco Contact Center and Collaboration systems engineering.

Nice To Haves

CCNP or CISCO CCIE certification preferred.
4 years’ hands-on build and maintenance experience in cloud-based Contact Center, AI Speech Software, or on-prem Cisco Contact Center with natural language IVR build and maintenance (preferred).
2+ years’ hands-on experience in AI Speech Software or Nuance IVR build and maintenance (preferred).

Responsibilities

Setup, configure, and test components of the Cisco IP Contact Center, including Cisco Call Manager, IVR, and Cisco Intelligent Contact Manager, CVP, Workflow Management systems, Call recording systems.
Manage day-to-day activities for CISCO Enterprise Chat and Emails System.
Support CISCO Ingress SIP gateways.
Support Calabrio ONE, QM, WFM, and AI hosted solutions.
Participate in various IT projects intended to continually improve/upgrade converged network solutions.
Provide tier 2 Support for Contact Center customer service representatives.
Continuously monitor, optimize, and improve the performance of existing applications.
Troubleshoot, maintain, upgrade, and provide solutions to complex hardware/software problems.
Educate the customer on solution as appropriate throughout the life of the project.
Migrate from on-prem contact center to cloud-hosted contact center as a service provider.
Design and implement voice and contact center solutions including Natural Language IVR and agent assist voice call.
Plan, document, and support the configuration of contact center supporting solutions.
Create detailed solution designs and documentation supporting development, implementation, and operations of enterprise-class SaaS/CCaaS solutions, integrating AI Speech Software, Natural Language IVR, and CRM applications.
Centralize contact center scripting, routing, Calabrio cloud recording, and integration with CRM and other systems.
Act as the Lead Unified Communications Solution Architect.
Develop and maintain detailed designs within the Cloud Network environment.
Develop, support, and implement architecture roadmaps and high-level designs for the Cloud Network environment as related to IVR and contact center solutions.
Fully document all created work, including technical and functional designs, diagrams, test plans, test scripts, impact analysis reports, lessons learned, and best practices.
Lead and participate in project team activities for system work efforts related to enterprise systems.
Work independently to accomplish assigned tasks and duties.
Adhere to and follow all standards, policies, and procedures.
Utilize various software and/or technology tools to perform job duties.
Perform tasks and other duties related to this position and role assigned by the manager.