We are looking for an experienced Senior Voice Network Engineer specializing in Genesys Cloud CX and Contact Center Integrations to join our client's team responsible for developing and maintaining global voice and digital communication infrastructure.

The project focuses on establishing and supporting a reliable, scalable voice network that enables global voice and digital traffic for contact center and back-office operations.

The successful candidate will play a key technical role in implementing the company's cloud strategy, contributing to the design, planning, integration, maintenance, and optimization of cloud-based voice solutions.

You will collaborate closely with architecture teams and business stakeholders to translate business requirements into technical solutions, ensuring seamless communication across voice and digital channels. The role combines expertise in voice networking, Genesys Cloud CX administration, API integrations, and contact center technology.

Responsibilities

• Design, develop, implement, and maintain voice network solutions supporting global contact center and back-office operations
• Work closely with architecture teams to design, develop, deploy, and consume APIs
• Manage and optimize voice systems, providing Subject Matter Expertise (SME) input into technical architecture and solution design
• Design and implement call flows, IVR solutions, chat functionalities, and integrations with backend systems using APIs
• Coordinate and execute release planning, development, testing, and deployment of IVR enhancements across multiple business units
• Monitor and review technical support tickets, providing guidance and overseeing issue resolution
• Create and maintain detailed call flow diagrams, ensuring all call variables and routing scenarios are properly addressed
• Review functional and technical designs to identify potential risks, gaps, and missing requirements
• Troubleshoot voice network and communication issues, including SIP signaling and SDP-related problems
• Collaborate with technical teams and business stakeholders to ensure solutions meet operational and business requirements
• Provide on-call, out-of-hours, and weekend support when required
• Ensure the reliability, performance, and continuous improvement of voice and network infrastructure

Requirements

• At least 2 years of hands-on experience supporting Genesys Cloud CX
• Experience with voice network engineering, administration, configuration, and troubleshooting
• Practical experience integrating third-party systems and services using REST APIs or other API technologies
• Strong knowledge of network architecture, design, configuration, operations, and administration

• Good understanding of network technologies, including:

  Routers and switches, load balancers, firewalls, network and routing protocols, DNS
• Solid knowledge of Session Initiation Protocol (SIP), including troubleshooting signaling messages such as REGISTER, INVITE, ACK, and CANCEL, as well as understanding the different stages of communication flows
• Good understanding of Session Description Protocol (SDP), including troubleshooting voice, video, and data negotiation messages, interpreting response codes, and identifying communication failures.

• Knowledge of audio and video codecs and encoding standards, including:

  Audio: G.711, G.729; Video: H.264, H.265, VP8, VP9
• Experience designing and documenting call flows and IVR routing scenarios
• Excellent verbal and written communication skills, with the ability to communicate effectively with both technical and non-technical stakeholders at different organizational levels
• Strong analytical, problem-solving, and decision-making skills
• Excellent organizational, teamwork, and time management skills
• Bachelor's degree in Computer Science, Engineering, or equivalent professional experience.

Nice to have

• Experience working with cloud platforms such as AWS, Microsoft Azure, or other cloud providers
• Experience integrating Genesys Cloud CX or voice network solutions with the following platforms: NICE IEX Workforce Management; Salesforce; Qualtrics XM; Microsoft Teams
• Experience working in large-scale, global contact center environments
• Knowledge of cloud-based communication architectures and enterprise voice solutions