Job Description

Telecom Voice Engineer

Location : Rolling Meadows Illinois Remote / Hybrid also fine

Contract

Technical Skills Primary

• Deep expertise in Genesys Cloud architecture call routing and telephony integrations
• Demonstrated experience in MA voice system integrations and migrations
• Strong knowledge of SIP QoS VLANs and cloud telephony solutions
• Familiarity with Microsoft Teams Phone System Direct Routing SBC management and Cisco VoIP CUCM solutions
• Experience with contact center analytics and reporting tools
• Knowledge of hybrid telephony environments and cloud migration strategies
• Certifications such as Genesys Cloud Certified Professional GCPGC or Microsoft Teams Voice Engineer Expert
• Familiarity with regulatory compliance for voice systems eg E911

Responsibilities

• Lead the assessment design and deployment of Genesys Cloud platforms during MA activities
• Evaluate legacy contact center infrastructures and recommend integration or migration strategies
• Configure and optimize Genesys Cloud applications routing and workforce management systems
• Manage and integrate telephony solutions with SIP trunks and cloud infrastructure
• Develop and implement call flow designs and routing strategies for operational continuity
• Serve as backup support for Microsoft Teams Phone System and Cisco Unified Communications Manager CUCM
• Assist with integration of hybrid communication environments as needed
• Collaborate with IT network and security teams to ensure Genesys Cloud integration aligns with broader infrastructure
• Provide technical expertise and training to internal stakeholders during MA projects

Technical Skills Secondary Nice to have

• Project management and organizational skills
• Collaboration with vendors and service providers to address system issues

Soft Skills

• Excellent analytical and problem-solving skills
• Strong verbal and written communication abilities

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