Principal Telecom Engineer

About the role

The Principal Telecom Engineer leads the Telecom and Contact Center Engineering team, driving successful delivery of implementation, support, managed services, and consulting engagements. This senior position combines deep technical expertise with people leadership to ensure service quality, SLA compliance, and business growth.

Key responsibilities

• Lead, coach, and develop a high‑performing Genesys Cloud team, managing day‑to‑day operations, workload distribution and performance.
• Own delivery of Genesys Cloud implementations, migrations, managed services and support, ensuring projects meet time, scope, budget and quality targets.
• Monitor project health, operational KPIs, SLAs, resource utilization and risks, providing regular reports to management and customers.
• Drive operational excellence through process standardisation, automation, ITIL governance and security compliance.
• Build and maintain strong relationships with customers, partners, vendors and internal stakeholders, leading governance meetings and executive communications.
• Serve as primary escalation point for complex technical and operational issues, ensuring timely resolution and high customer satisfaction.

Required profile

• 10+ years of Contact Center and Telecom experience, with at least 5 years leading technical teams in a customer‑facing environment.
• Bachelor’s degree in Computer Science, IT, Telecommunications or related field.
• Proven experience delivering enterprise Contact Center solutions and managing implementation and managed‑service teams.
• Strong analytical, problem‑solving and communication skills, with a collaborative leadership style.

Required skills

• Deep expertise in Genesys Cloud (administration, implementation, integrations, analytics, workforce management, IVR, bots, etc.).
• Networking and telecom fundamentals: TCP/IP, SIP, WAN, private/public SIP trunks, carrier integrations.
• Enterprise integration technologies: REST APIs, HTTP/JSON, Active Directory, CRM, ERP, third‑party applications.
• Security and regulatory compliance knowledge (PCI DSS, HIPAA, FedRAMP).
• Experience with enterprise telephony design, multi‑region deployments, and Global Media Fabric.