Infrastructure Engineer

This role involves designing, deploying, and maintaining VoIP and traditional telephony systems, managing and troubleshooting SIP trunks, call routing, and dial plans, and ensuring optimal voice network performance. The candidate will support IP phones, softphones, voicemail, and unified messaging systems, and integrate voice solutions with other platforms such as CRM and ticketing tools. Providing technical support and collaborating with network and security teams are also key responsibilities.

Maintaining documentation for voice network configurations is essential.

• 7 to 10 years of experience in Information Technology and Application Support
• Experience with Genesys architecture, including inbound/outbound voice, chat, SMS, and email, with advanced contact center scripting and call flow design
• Knowledge of Genesys workspace desktop and screen pop integrations
• Experience with Avaya and Cisco endpoint integration
• Proficiency in Genesys Voice, Email, SMS, and Chat Routing
• Experience designing complex call routing strategies within Genesys 8.5
• Knowledge of Genesys software components like eservices, Framework, IVR, Web Services, Orchestration Routing, Composer, Interaction Concentrator, CC Pulse, GVP 8.5, SIP, and MCP
• Understanding of IP Telephony, SIP, and working with service providers on number porting and troubleshooting SIP logs
• Experience with Windows and Linux operating systems
• Bachelor’s Degree in a technology field or equivalent experience