Telephony Engineer

SUMMARY:
A global systems integrator and digital transformation expert focused on technology-enabled CX is seeking a talented Telephony Engineer to join their dynamic team.

The Telephony Engineer will be responsible for managing and supporting the Company’s clients on the various technologies and platforms sold and supported by the Company by proactively monitoring, identifying, investigating and resolving technical incidents.

The candidate will require a strong background in investigating, identifying, troubleshooting and creating solutions within a Telephony environment. The successful candidate must be Genesys-centric and will require a strong telephony background, a working knowledge of networking concepts, experience with email routing, and the ability to build and maintain complex routing workflows within Genesys Cloud Architect including advanced IVR logic, digital bots, and voice bots.

POSITION INFO:
This role requires strong problem-solving skills, a passion for customer experience technologies, and the ability to work in a fast-paced, high-demand environment.

Key Skills & Experience :
- 3 to 5 years’ experience in a telephony, contact centre, or unified communications environment
- Genesys Cloud certifications
- Diploma or degree in Information Technology
- Strong knowledge of Genesys Cloud CX (Architect, routing, telephony, integrations)
- Understanding of SIP, RTP, VoIP fundamentals, and contact centre telephony
- Basic knowledge of networking concepts (DNS, TCP/IP, firewalls, subnets, packet tracing)
- Familiarity with email routing, SMTP, IMAP, or cloud-based mail services
- Strong analytical and troubleshooting skills

Some Key Responsibilities :
- Genesys Cloud Architecture & Routing
o Design, build, and maintain Architect flows for inbound voice, digital, email routing, and callback workflows
o Have the ability to develop and optimise advanced IVR logic, including menus, data dips, scripting, conditional routing, and error handling

- Telephony & Infrastructure
o Support and configure SIP trunks, BYOC Cloud/Edge, call routing policies, and site/phone configurations
o Troubleshoot telephony issues such as call failures, SIP errors, carrier problems, and endpoint configurations, being able to analyse pcaps
o Assist in capacity planning and telephony-related incident resolution

- Integrations & APIs
o Work with Genesys Cloud APIs, Data Actions, and web services to integrate external systems (CRMs, ticketing, dialers, databases)
o Configure OAuth clients and secure integrations using Genesys best practices
o Have knowledge about JSON payloads, API responses, and integration logs

- Digital & Email Routing
o Configure email routing flows, queues, skills, and supporting Architect logic
o Assist with troubleshooting email delivery, routing failures, and queue-related issues