Sr Telecom & Network Engineer

Are you passionate about building scalable, cloud-based contact center solutions that power exceptional customer experiences? Join our team as a Senior Telecommunications & Network Engineer and play a critical role in shaping and sustaining our enterprise contact center platforms.

Work Set Up:
Onsite - Woodstone, San Antonio, TX

Responsibilities Ensure High Availability and Stability of Genesys Cloud CX

• Architect, administer, and maintain complex Genesys Cloud CX solutions, including Architect call flows, queue routing, WEM, outbound campaigns, analytics, dialer rules, and AWS S3 recording integrations.
• Monitor platform performance and proactively troubleshoot issues across voice, network, and cloud layers to ensure enterprise SLA compliance.
• Provide Tier 3 on-call support and lead resolution efforts during critical incidents.

Deliver Platform Enhancements and Client Implementations

• Lead platform enhancement initiatives, including capacity planning, scalability assessments, and cloud architecture improvements.
• Conduct requirements-gathering sessions with business stakeholders and translate needs into technical specifications, routing logic, and IVR workflows.
• Partner with cross-functional teams to deploy enterprise-wide contact center solutions supporting new and existing clients.

Resolve Complex Technical Issues

• Serve as a senior escalation point for complex incidents involving telephony, network, and cloud integrations.
• Perform root‑cause analysis and implement corrective actions to prevent recurring issues and improve platform resilience.

Optimize Telephony and Cloud Infrastructure

• Design, configure, and optimize SIP trunks, SBCs, telephony routing, and enterprise voice components to ensure reliability and call quality.
• Support and enhance data and reporting integrations, including API‑based data flows and Snowflake analytics.
• Evaluate telecom vendors, cloud technologies, and emerging solutions to improve scalability, performance, and cost efficiency.

Collaborate Across Teams and Stakeholders

• Work closely with Software Engineering, Infrastructure, Database, Application, Operations, and Client Management teams to deliver aligned, high‑quality solutions.
• Act as a technical advisor to stakeholders, ensuring clear communication, alignment, and confidence in platform decisions and outcomes.

Ensure Security, Compliance, and Standards Adherence

• Ensure all Genesys Cloud configurations, integrations, and telephony components comply with internal standards, security controls, and client requirements.
• Maintain audit‑ready environments through disciplined configuration management and adherence to policies.

Promote Knowledge Sharing and Team Readiness

• Maintain comprehensive system documentation, call flow diagrams, inventories, and standardized configuration records.
• Provide mentorship, technical guidance, and leadership to telecom and IT team members.
• Drive continuous improvement initiatives to enhance call quality, reduce incidents, and streamline operational processes.

Qualifications

• Bachelor’s degree in Information Systems, Computer Science, or a related field.
• 5+ years of hands‑on experience in contact center or telecommunications engineering plus 4 years of experience administering, engineering, and optimizing Genesys Cloud CX environments.
• Experience designing and deploying Genesys Architect call flows, SIP trunking, outbound dialer campaigns, AWS S3 recording integrations, and telephony routing.
• Strong knowledge of SIP, SBCs, VoIP, trunk and circuit management, and cloud‑based telecommunications.
• Proficiency in networking, Windows Server, Cisco infrastructure, APIs, and cloud telephony standards.
• Proven ability to troubleshoot complex issues across voice, network, and telephony environments.
• Experience with Snowflake or other cloud data platforms for reporting and analytics (preferred).
• Development or scripting experience (e.g., Python, Power Shell, .NET, Genesys Bot) is a plus.
• Strong communication, documentation, and stakeholder engagement skills.
• Ability to work independently, manage multiple priorities, and perform effectively in a fast‑paced environment.
• Demonstrates professionalism, integrity, and a collaborative…