Sr. Telecom Engineer

About the role

The Senior Telecom Engineer will design, implement and maintain Genesys Cloud CX contact centre and unified communications platforms for global clients. You will act as both technical and project lead on telecom‑focused initiatives, ensuring high‑availability and secure operations.

Key responsibilities

• Identify, analyse and resolve moderately complex issues in business communication systems.
• Provide high‑level technical consultation and configuration programming support to internal and external customers worldwide.
• Lead projects and technical deliveries, coordinating with stakeholders, partners and end‑users.
• Develop and deliver training, knowledge transfers and job aids for teams and customers.
• Perform remote and onsite implementations, demonstrations and solution hand‑overs.
• Manage escalations, meet service‑level targets across tickets, incidents and change requests.

Required profile

• 5‑8+ years of experience with Genesys Cloud in the contact‑centre industry.
• 5‑7+ years on other telephony platforms.
• Strong understanding of ITIL service delivery, SLA management and 24/7 global support.
• Experience securing contact‑centre environments for PCI and HIPAA compliance.
• Ability to plan capacity and design scalable solutions across multiple regions.

Required skills

• Genesys Cloud CX (implementation, integration, reporting, analytics, quality management, routing, bots, AppFoundry).
• Telephony platform configuration and SIP trunk provisioning with multiple carriers.
• ITIL framework and SLA contract knowledge.
• TCP/IP networking and API integration.
• PCI/DSS and HIPAA security best practices.
• Global Media Fabric and multi‑region deployment experience.