VoIP Engineer

Aptive Environmental•Provo, UT

5d•$155,000•Remote

About The Position

We are seeking a hard-working, innovative, detail-oriented, and creative team player to join our Aptive team! This is a full-time VoIP Engineer position located in Provo, Utah. Remote applicants are welcome to apply. Aptive runs a high-volume sales and service call center, and the phone system is the front door to the business. We run Genesys Cloud as our contact center platform, Twilio for SIP trunking, Cresta for AI agent assist and conversation intelligence, and an in-house CRM that everything has to connect to. We're pushing the call center toward more AI-driven routing, coaching, and automation, and we need an engineer who can own the telephony platform end to end and figure out how we get there. This is not a ticket-queue role. You'll set the direction for how our voice platform should work, decide what good looks like, and then build it. You'll have room to make real calls on architecture and vendors, and you'll be expected to bring the answers, not wait for them.

Requirements

6+ years running enterprise or contact center telephony, with at least a few of those as the person who owned the platform rather than supported it
Hands-on Genesys Cloud experience: Architect, routing, Data Actions, the Platform API, and enough depth to know where the platform's limits are and how to work around them
Deep SIP and VoIP fundamentals: trunking, codecs, QoS, SBCs, NAT traversal, and troubleshooting call quality with packet captures, not guesswork. Twilio experience (Elastic SIP Trunking, Programmable Voice, or both) is a strong plus
Comfortable integrating systems that weren't designed to talk to each other. You can read API docs for an endpoint you've never seen, figure out auth, handle pagination and rate limits, and build something reliable on top of it. Python, JavaScript, or PowerShell, plus a working understanding of REST, JSON, webhooks, and OAuth
Experience deploying or operating AI in a contact center. Cresta experience is ideal; agent assist, speech analytics, or LLM-based summarization on another platform also counts
Can explain a technical tradeoff to a call center director in plain language and to a software engineer in detail, and know which one you're talking to
Self-directed. You find the problem, propose the fix, and drive it to done

Nice To Haves

Genesys Cloud certifications (Developer, Architect, or Contact Center Administrator)
WebRTC or Twilio Flex / Studio experience
Workforce management or quality management platform integration
Background in a sales-heavy or outbound-dialing environment
Experience with Genesys AppFoundry integrations, Salesforce, or other CRMs you've had to wire in custom

Responsibilities

Own the design, stability, and roadmap of our Genesys Cloud environment: Architect flows, queues, routing, IVR, recording, quality management, and reporting
Own our Twilio SIP trunking: capacity, failover, number management, porting, and call quality across carriers
Drive our AI strategy in the call center. Get the most out of Cresta (agent assist, coaching, post-call summaries, QA scoring) and Genesys' native AI features, decide what's worth adopting versus what's vendor marketing, pilot it, and roll it out with real measurement behind it
Build and maintain the integrations between Genesys, Cresta, and our in-house CRM. There are no pre-built connectors for our CRM, so this means working directly with REST APIs, webhooks, Genesys Data Actions, event streams, and whatever endpoints our internal engineering team exposes. You'll partner with them on what the CRM needs to expose and how
Set our telephony best practices and write them down: call flow standards, change process, DR/failover, capacity planning, monitoring, and alerting
Partner with call center leadership to turn their goals (answer rates, handle time, conversion, CSAT) into concrete platform changes, and prove whether they worked with data
Handle escalations the service desk and the rest of the Telephony team can't, and reduce how often that happens by fixing root causes
Manage the Genesys, Twilio, and Cresta relationships, including SLAs, renewals, and holding vendors to their roadmap commitments
Mentor the other members of the Telephony team and raise the bar on how we document, test, and ship changes
Keep us compliant on call recording, consent, TCPA, STIR/SHAKEN, and E911