Senior Engineer - Cloud Telephony

Overview

Are you looking for an opportunity to advance your career? We are seeking top talent to join the Rollins Information Technology team! The Senior Cloud Telephony Platform Engineer is responsible for the architecture, engineering, administration, integration, and optimization of enterprise telephony and customer engagement platforms. This role serves as the senior technical resource for cloud contact center, telephony, omnichannel, IVR, IVA, AI Agent, and unified communications technologies, ensuring scalable, secure, and highly available services across the organization.

The engineer will design and maintain enterprise voice and digital communication platforms while partnering with business leaders, application teams, CRM administrators, infrastructure teams, security teams, and external vendors to deliver modern customer experience solutions. This position requires both hands‑on engineering expertise and solution architecture experience, with a strong focus on platform strategy, integration design, automation, AI enablement, and operational excellence.

You will...

• Serve as the senior technical owner for cloud telephony and contact center platforms
• Design and implement scalable CCaaS, UCaaS, and enterprise telephony architectures
• Develop architecture standards, platform roadmaps, and technical governance practices
• Evaluate emerging communication technologies and make recommendations for adoption
• Lead platform modernization initiatives and migration projects
• Design highly available and resilient voice architectures supporting enterprise operations
• Ensure Security elements are implemented such as SSO/SAML, MFA, data retention requirement, Call recording governance, and Privacy and compliance controls

• Configure, administer, and optimize cloud telephony environments
• Manage SIP trunking, carrier integrations, voice routing, number provisioning, and call flow design
• Support global telephony infrastructure, DID management, toll‑free services, emergency services, and voice resiliency
• Design and maintain various routing such as Intelligent call routing, skills‑based routing, priority routing, overflow, etc)
• Optimize customer journeys using routing analytics and operational data
• Develop customer experience workflows to improve containment rates, response times, and customer satisfaction

• Engineer and support omnichannel customer engagement capabilities
• Develop seamless customer interactions across digital and voice channels
• Ensure consistent customer experience and reporting across all engagement platforms

• Design, implement, and optimize: IVA, IVR, AI agents, various bots
• Partner with AI teams and business stakeholders to develop automated customer engagement solutions
• Integrate AI services such as Natural Language Processing (NLP), Speech Recognition, Voice Analytics, Sentiment Analysis
• Continuously improve automation accuracy and customer self‑service capabilities

• Architect and support integrations between communication platforms and business systems
• Design secure data exchange mechanisms using APIs, web services, middleware, and event‑driven architectures
• Work closely with business application teams to streamline customer workflows and agent experiences
• Implement screen pops, customer context delivery, workforce optimization integrations, and reporting feeds

• Develop automation solutions to improve platform efficiency and reduce operational overhead
• Create monitoring, alerting, and reporting solutions for voice and customer engagement platforms to support operational decision‑making
• Analyze platform performance…