Sr Telecom & Network Engineer; Genesys Pure Cloud

Overview

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. In this role, you’ll be a technical leader responsible for architecting and optimizing Genesys Cloud CX solutions, driving platform reliability and performance, supporting new client implementations, and acting as a Tier 3 escalation expert for complex technical challenges.

Your work will directly support seamless, reliable, and high-quality healthcare interactions for our clients and members. If you enjoy solving high-impact problems and want to make a difference through technology, we would like to hear from you.

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

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.

• 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…