Senior Telephony Engineer

Job Summary

Collaborating with clients and internal teams, the full-time Senior Telephony Engineer will manage and optimize Genesys Cloud CX solutions, troubleshoot call quality issues, and support AI-driven contact center technologies while working remotely.

Key responsibilities

• Utilize problem-solving skills to address issues with Genesys Cloud CX and support AI-driven technologies
• Design and deliver enterprise-level solutions by collecting business and technical requirements from stakeholders
• Serve as a technical expert for support teams and coordinate day-to-day operations while monitoring system performance

Required qualifications

• High School Diploma or equivalent required
• 8+ years of hands-on experience in troubleshooting and performance tuning
• 7+ years of experience with contact center technologies
• In-depth knowledge of the Genesys Cloud Platform and experience implementing REST APIs
• Experience working with AI-driven contact center technologies and troubleshooting AI outputs