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 Engineeris 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.

Apply in minutes with a resume, even from your mobile device! Responsibilities You will...Platform Architecture & Engineering 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

Telephony & Contact Center Platforms 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

Omnichannel Solutions 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 platformsIVR, IVA & Conversational AIDesign, 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 capabilitiesCRM & Enterprise Application Integrations 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

Automation & Analytics Develop automation solutions to improve platform efficiency and reduce operational overhead

Create monitoring, alerting, and reporting solutions for voice and customer engagement platforms…