Senior Voice Engineer

Overview

On behalf of our public sector client, Affinity is seeking a Senior Voice Engineer to manage enterprise-level CCaaS contact center cloud solutions, with expertise in deploying AI-based call handlers and voice systems. Responsible for leading the administration, support, maintenance, and optimization of voice systems across contact centers and back-office operations.

• Five9 Cloud CCaaS:
  Managing and supporting cloud-based contact center solutions provided by Five
  9.
• Five9 System Integration:
  Overseeing the integration of Five9 systems with existing infrastructure and applications.
• Onsite Monitoring and Support:
  Providing real-time monitoring and hands-on support for voice systems to ensure optimal performance and rapid issue resolution.
• Voice and DID Management:
  Administering voice resources, including Direct Inward Dialing (DID) numbers, to maintain seamless communication capabilities.
• IVR / Attendant / Call Flow Design and Optimization:
  Handling the design, addition, change, removal, and optimization of Interactive Voice Response (IVR) systems, automated attendants, and call flows.
• Security Management:
  Applying knowledge of security management as it pertains to voice systems, including firewalls, application and data security, policy enforcement, and risk remediation.
• Architecture and Integration:
  Designing, reviewing, and implementing complex voice systems and integrating voice-related infrastructure components.
• Voice Solution Design and Lifecycle Management
• Participation in the design and evaluation of Voice solutions is a key responsibility, including actively managing the full lifecycle of Voice solutions and related infrastructure to ensure they remain current, secure, and effective.
• Technical Guidance and Project Support:
  Providing advice, technical information, and guidance to project teams, investigating alternative options for proposed Voice communication solutions and supporting the implementation of infrastructure projects.
• Incident Management and Problem Resolution:
  Monitoring the Incident Management System, reporting, investigating, and coordinating efforts to resolve problems; all incidents are recorded in the designated tracking tool with documentation to assist in diagnosis and resolution tracking.

• Proven senior Voice Engineer with expertise in managing and implementing complex voice solutions, including extensive experience with Contact Center as a Service (CcaaS), AI-driven call routing, and AI contact center technologies.
• Demonstrated ability to oversee the deployment and integration of Microsoft TEAMS Voice and Azure Communication Services (ACS) to support modern communication environments.
• Extensive hands-on experience with Five9 (or similar) Cloud CcaaS, including system integration, voice and DID management, and onsite monitoring and support.
• Strong understanding and practical skills in IVR/Attendant/Call Flow design, optimization, and management, including additions, changes, and removals.
• Ability to architect, review, and implement complex voice infrastructure integrations, ensuring seamless operation with related systems.
• Experience in the design and evaluation of Voice solutions and technologies, actively managing the lifecycle of voice infrastructure.
• Proven track record in providing technical guidance, advice, and information to project teams, including investigating and recommending alternative voice communication solutions.