Sr. Telephony Engineer- Remote

Job description

Overview 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. 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 part...