Senior Telephony Engineer -W2

Job Summary (List Format) :

• Lead the technical strategy and deployment of telephony solutions, primarily in Five9 and Genesys contact center environments.
• Ensure smooth integration and coordination of multiple systems by collaborating with stakeholders for successful project delivery.
• Deploy and support AI-powered contact center solutions (e.g., virtual agents, predictive routing, agent-assist tools) to modernize operations.
• Maintain technical integrity, performance, and daily operational responsibility for the telephony environment.
• Provide Level 2 and Level 3 support for complex technical issues, including major incident management.
• Serve as the primary technical point of contact for telephony projects and ensure stakeholder alignment.
• Monitor system health, availability, and performance; generate reports and analysis as needed.
• Draft and maintain documentation and procedures for telephony support.
• Identify, recommend, and implement improvements and risk mitigation strategies to enhance operational efficiency.
• Work with engineering and business teams to define and validate technical requirements.
• Ensure security best practices are embedded in all IT and telephony operations.
• Limited travel required (approximately 10%).

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