Senior Voice Solutions Engineer
Core
Implement, configure, and troubleshoot Contivio Cloud Contact Center solutions for customer projects, ensuring alignment with customer needs and best practices.
Role type
Senior IC Voice Solutions Engineer (Contact Center)
Builds
Production contact center deployments and professional services engagements
Domain
Telecommunications / Contact Center as a Service (CCaaS)
Deliverable
production ML models | product features | client delivery
Required skills
VoIP implementation, SIP/RTP/SRTP troubleshooting, contact center fundamentals (IVR, ACD, routing), telecom carrier integration, network diagnostics, CRM integration, Wireshark/SIP trace analysis
Preferred skills
CCaaS/UCaaS experience, managed service provider experience, VoIP service provider experience
Technologies
Contivio, Cisco, Genesys, Salesforce, Zendesk, HubSpot, NetSuite, Dynamics 365, Office 365, DevOps
Responsibilities
Implement and configure Contivio Cloud Contact Center for customer projects, troubleshoot complex VoIP and networking issues, investigate voice quality and call routing problems, collaborate with telecom providers on provisioning and porting, reproduce and escalate product defects to Engineering, create knowledge base articles and troubleshooting guides, enhance technical documentation
Seniority
Senior, hands-on IC
