Telephony Engineer
$80,000–$100,000 year
Remote · New York City, New York, United States or US
Job Summary
We are seeking a Senior Telephony Engineer to design, integrate, and manage enterprise-grade telephony and contact center solutions. Key responsibilities include implementing and maintaining telephony infrastructure, optimizing call flows, and collaborating with IT and support teams to enhance business processes. Candidates should have strong experience with platforms like NICE CXone, RingCentral, and Genesys, alongside hands-on expertise in VoIP protocols and API integrations. The ideal candidate will also be adept at troubleshooting and possess excellent documentation skills.
Required Qualifications
- 5+ years of experience in telephony engineering or voice infrastructure roles.
- Strong hands-on experience with NICE CXone, RingCentral, Genesys Cloud, or similar platforms.
- Deep understanding of VoIP protocols (SIP, RTP), call routing, PBX systems, and contact center technologies.
- Experience with system integration via APIs, webhooks, and middleware platforms (e.g., Zapier, MuleSoft).
- Comfortable with scripting or automation tools (Python, PowerShell, etc.) for voice workflows or monitoring.
- Strong troubleshooting skills across networks, voice quality issues, and platform interoperability.
- Experience working in enterprise environments with high availability and scalability needs.
- Excellent communication and documentation skills.
Desired Qualifications
- Familiarity with platforms like Twilio, Zoom Phone, Five9, Talkdesk, etc.
- Experience with CRM platforms (e.g., Salesforce, Zendesk) integration.
- Certifications in NICE, Genesys, or equivalent telephony solutions.
- Exposure to contact center analytics and reporting tools.
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