Telephony Engineer

This role requires strong problem-solving skills, a passion for customer experience technologies, and the ability to work in a fast-paced, high-demand environment.

Key Skills & Experience :
- 3 to 5 years experience in a telephony, contact centre, or unified communications environment
- Genesys Cloud certifications
- Diploma or degree in Information Technology
- Strong knowledge of Genesys Cloud CX (Architect, routing, telephony, integrations)
- Understanding of SIP, RTP, VoIP fundamentals, and contact centre telephony
- Basic knowledge of networking concepts (DNS, TCP/IP, firewalls, subnets, packet tracing)
- Familiarity with email routing, SMTP, IMAP, or cloud-based mail services
- Strong analytical and troubleshooting skills

Some Key Responsibilities :
- Genesys Cloud Architecture & Routing
o Design, build, and maintain Architect flows for inbound voice, digital, email routing, and callback workflows
o Have the ability to develop and optimise advanced IVR logic, including menus, data dips, scripting, conditional routing, and error handling

- Telephony & Infrastructure
o Support and configure SIP trunks, BYOC Cloud/Edge, call routing policies, and site/phone configurations
o Troubleshoot telephony issues such as call failures, SIP errors, carrier problems, and endpoint configurations, being able to analyse pcaps
o Assist in capacity planning and telephony-related incident resolution

- Integrations & APIs
o Work with Genesys Cloud APIs, Data Actions, and web services to integrate external systems (CRMs, ticketing, dialers, databases)
o Configure OAuth clients and secure integrations using Genesys best practices
o Have knowledge about JSON payloads, API responses, and integration logs

- Digital & Email Routing
o Configure email routing flows, queues, skills, and supporting Architect logic
o Assist with troubleshooting email delivery, routing failures, and queue-related issues