Telecom Engineer 3

Job description

Description Summary: The Senior Telecom Engineer / Genesys Cloud (Level 3) is responsible for the design, implementation, optimization, and operational support of the organization’s enterprise voice and contact center platforms. This role provides technical leadership and Tier 3 escalation support for Genesys Cloud CX, VoIP and SIP based telephony, IVRs and voice bots, and carrier integrations. This position partners closely with IT, operations, and business stakeholders to deliver reliable, scalable, and high quality customer communication solutions, while establishing standards, best practices, and continuous improvements across telecom and contact center services. Essential Functions: Architecture & Design: - Design and maintain end to end Genesys Cloud CX architectures, including queues, routing strategies, Architect call flows, IVRs, schedules, and voice bots. - Architect and optimize VoIP and SIP based telecom solutions, including SBCs, carrier connectivity, call routing, failover, and redundancy. - Translate business and customer experience requirements into scalable, maintainable call flow and routing designs. - Evaluate new Genesys Cloud features and enhancements; recommen...