Hybrid UC & Genesys Cloud Engineer; Teams Telephony

This is Hybrid role (4 days in office /1 day remote)

About your Team:

We are seeking an experiencedContact Center & UC Engineerto join our Voice Services team. This role is responsible for the administration, support, and continuous improvement of IBKR's global contact center platform and unified communications infrastructure. The ideal candidate brings hands-on expertise inGenesys Cloud,Microsoft Teams telephony, andvoice gateway technologies, and is comfortable working independently in a fast-paced financial services environment.

This position plays a key role in supporting the multi-location global contact centerand a broad set of voice and messaging services used across the organization.

Key Responsibilities

Contact Center Administration & Engineering

• Administer, configure, and support theGenesys Cloudcontact center platform across multiple locations and business units

• Monitor contact center performance, troubleshoot issues, and ensure high availability

• Manage incidents and support escalations internally and with the vendor

• Design, develop, and maintainIVR call flows, queues, routing strategies, and dial plans

• Collaborate with business stakeholders to translate call handling requirements into technical configurations

• Support ongoing platform upgrades, integrations, and feature rollouts

Unified Communications & Microsoft Teams Telephony

• Administer and supportMicrosoft Teams Phoneservices includingDirect RoutingandOperator Connect

• Maintain Teams telephony dial plans, voice policies, and number management

• Support UC-related incidents and service requests across the organization

SBC & Voice Infrastructure

• Maintain, configure, and supportAudio CodesandRibbonSession Border Controllers (SBCs)

• Manage SIP trunks, call routing, and gateway configurations

• Perform firmware upgrades, health monitoring, and capacity planning for SBC infrastructure

• Troubleshoot SIP signaling, call quality, and interoperability issues between voice platforms

Specialty & Legacy Voice Services

• Administer and support theCloud9specialty trading turret/phone system

• Managefax services, including DID numbers, analog adapters (ATAs), and fax-to-email integrations

• Ensure continuity and reliability of legacy and specialty voice services

Messaging & SMS Services

• Support and analyze international SMS API servicesfor business communications

• Monitor SMS delivery rates, troubleshoot delivery failures, and liaise with SMS service providers

• ManageSender processes and related regulatory documentation and paperwork across multiple countries/regions

Scripting, Reporting & Analytics

• Develop scripts to automate routine administrative tasks and improve operational efficiency (Power Shell, Python, or similar)

• Build and maintain reports and dashboards usingMicrosoft ExcelandSQLto support contact center performance analysis and capacity planning

• Query and analyze call data, CDRs, and platform logs to identify trends and support business decisions

Required Qualifications

• Bachelor's degreein Information Technology, Computer Science, Telecommunications, or a related field

• Minimum5 years of hands-on experiencein contact center administration, unified communications, or voice engineering

• Proven experience withGenesys Cloud(administration, IVR/flow development, routing)

• Experience withIVR design and development, including call flow logic and best practices

• Hands-on experience withMicrosoft Teams Phone, Direct Routing, and/or Operator Connect, or similar technologies

• Experience withSBC administration(Audio Codes and/or Ribbon preferred)

• Strong understanding ofSIP, RTP, and VoIP protocols

• Proficiency inscripting(Power Shell, Python, or equivalent) for task automation

• Proficiency inMicrosoft Excel(pivot tables, advanced formulas, data analysis)

• Working knowledge ofSQLfor querying and…