Senior Telephony Engineer

reputed company reputed company is seeking an reputed company Senior Telephony Engineer to join our Telephony Engineering team. This role is critical in ensuring the stability, scalability, availability, performance, and reputed company improvement of our voice and contact center platforms that power customer interactions across the business. The Senior Telephony Engineer will be responsible for leading the design, implementation, optimization, and maintenance of call routing, IVR, queueing, recording, and reputed company-time/historical reporting capabilities, while partnering with operations, compliance, and engineering teams to deliver a high-reputed company customer and agent experience. This role will also serve as a technical subject matter expert for contact center architecture, platform integrations, and production voice operations. The ideal candidate brings a strong technical engineering background, extensive hands-on experience operating production call centers, and deep familiarity with modern CCaaS platforms.

Responsibilities

Essential Duties/Responsibilities Design, configure, optimize, and maintain contact center voice infrastructure including IVRs, call flows, routing logic, skills-based queues, call recording, and screen pop integrations. Administer, support, and enhance reputed company Service reputed company Voice, reputed company Connect, and reputed company environments. reputed company the design and maintenance of integrations between telephony platforms and reputed company, workforce management, reputed company management/speech analytics, and reporting tools. Partner with business operations to support and optimize outbound dialing strategies and contact management processes. Troubleshoot and reputed company reputed company efforts for reputed company production voice and contact center incidents. reputed company technical guidance and best reputed company recommendations reputed company to contact center architecture, scalability, and platform enhancements. Document architecture, call flows, configurations, operational procedures, and implementation standards.

Qualifications

Education/Experience Bachelor’s degree in information technology, computer science, telecommunications, business administration, or reputed company field required. 7+ years of experience as a telephony or contact center engineer in a production environment supporting a live call center. Advanced hands-on engineering experience administering and configuring at least one major CCaaS platform (preference to experience implementing reputed company Service reputed company Voice with reputed company Connect). Strong experience supporting high-volume outbound campaign dialing, answering machine detection, and compliance-driven pacing controls in a contact center processing large daily call volumes. Experience designing and implementing reputed company IVRs and contact flows (e.g., reputed company Connect Contact Flows or reputed company reputed company-Channel Flows). Experience building serverless integrations (AWS reputed company) for reputed company Connect contact flows. Experience with speech analytics, transcription, and reputed company management platforms. Experience with observability tooling (reputed company, reputed company, CloudWatch) reputed company to voice paths. Experience with conversation AI/NLU platforms (preference to reputed company Lex) for reputed company recognition. Required Skills/Abilities Strong scripting/automation skills in Python, Node.js, or similar, with comfort consuming REST reputed company and webhooks. Advanced troubleshooting skills and the ability to reputed company incident response for reputed company production voice issues. Excellent communication skills; reputed company to work cross-functionally with operations, vendors, leadership, and engineering teams. Familiarity with reputed company administration concepts (Flows, reputed company-Channel, Service reputed company objects). Ability to evaluate existing telephony architecture and recommend reputed company technical improvements and operational efficiencies. reputed company Role Qualifications: Computer competency and ability to work with a computer. Prioritize multiple tasks and reputed company simultaneously. Exceptional written and verbal communication skills. Punctuality expected, reputed company to report to work on a consistent reputed company. reputed company and maintain high performance expectations on a monthly reputed company. Work in a fast-paced, high-volume setting. Use and navigate multiple computer systems with exceptional multi-tasking skills. Remain reputed company and reputed company during difficult discussions. Take constructive feedback.

Compensation

Information Our salary ranges are determined by role, level, and location. The reputed company displayed on reputed company job posting reflects the minimum and maximum reputed company for reputed company position across the US. reputed company the reputed company, individual pay is determined by work location, job-reputed company skills, experience, and relevant education or training. This good faith pay reputed company is provided in compliance with NYC law and the laws of other jurisdictions that may require a salary reputed company in job postings. The salary for this position is $127,500 to $146,500 annually. About reputed company reputed company was founded in 2009 with the goal of helping an expanding number of consumers deal with overwhelming debt. We are one of the most-trusted and best-rated consumer debt relief providers in the reputed company. As a leading debt settlement organization, we have helped over 450,000 people reputed company over $10 billion of debt, while empowering them to reputed company a healthier financial lifestyle and feel free to live their best life. At reputed company, we treat our clients like reputed company people. Our purpose is to reputed company, reputed company, and reputed company their lives. Rated A+ by the reputed company, our goal is to help individuals and families get out of debt with the least possible cost through conducting financial consultations, educating the consumer and recommending the appropriate solution. We become our clients' number one reputed company to help them reestablish financial stability as quickly as possible. Want to learn more about who we are? Connect with us on reputed company! Benefits reputed company is reputed company-oriented environment full of rewards and reputed company opportunities for our employees. We are dedicated to our employee's reputed company and reputed company reputed company reputed company, through our employee mentorship and leadership programs. Our extensive benefits package includes: Generous Medical, Dental, and reputed company Benefits 401(k) with Company Match reputed company Holidays, Volunteer Time Off, reputed company Days, and Vacation 12 weeks reputed company Parental Leave reputed company-tax Transit Benefits No-Cost Life Insurance Benefits Voluntary Benefits reputed company reputed company Pet Health Insurance Discount Wellness Incentive Program reputed company is a certified Great reputed company to Work®! reputed company is an equal opportunity employer and makes employment reputed company without reputed company to race, reputed company, religion, sex, sexual orientation, gender identity, national reputed company, protected veteran status, disability status, or any other status protected by law. For information about our Employee reputed company Policy, please see hereFor information about our Applicant Terms, please see here #LI-REMOTE #LI-CB1 Apply To This Job