Sr. Telephony Engineer (Genesys Cloud, MS Teams, Audiocodes, SIP Trunk Routing, Scripting)

Job Summary:

We are seeking a highly skilled and experienced Sr. Telephony Engineer to join our team. The ideal candidate will be responsible for creating and designing automation, integrating with other systems, developing BOTS, and leveraging AI to advance our voice technologies. Proficiency in Python and coding is a plus. The Sr. Telephony Engineer will manage voice projects and technical implementations related to telecommunications systems, ensuring minimal client disruption.

Key Responsibilities:

• Create and design automation solutions for telephony systems.

• Integrate telephony systems with other enterprise systems.

• Develop and implement BOTS and AI solutions to enhance voice technologies.

• Manage voice projects and technical implementations with minimal client disruption.

• Provide day-to-day support for telecommunications equipment, networking, SIP, and tools.

• Build call flows and administer Genesys Cloud Contact Center and MS Teams.

• Support CRM (Salesforce) systems.

• Develop long-range strategies for telecommunications equipment, networks, and tools.

• Manage documentation related to telecommunications infrastructure and services.

• Provide technical guidance to team members and clients.

• Research, recommend, and implement telecommunications equipment and services.

• Troubleshoot and resolve complex hardware, software, and application problems.

Qualifications:

• Bachelor's Degree in a technical or business field or equivalent specialized training or experience.

• 6 to 10 years of experience in telecommunications or equivalent.

• 2 years of IP-specific telephony experience or equivalent.

• Knowledge of scripting programming languages such as Python and PowerShell.

• Experience with contact center IT operations.

• Strong project management and interpersonal skills.

• Expert knowledge of telecommunications principles and data networks.

Preferred Skills:

• Experience with Genesys Cloud and MS Teams calling technology.

• Knowledge of Audiocodes and SIP trunk routing.

• Working knowledge of T-SQL programming.

• Working knowledge of API programming.

• Genesys Cloud certification and/or MS Teams Certification.

Work Schedule:

• UK Shift

• On call support (24/7) as per pre-determined roster

Required Skills:

• Telecommunications Expertise: Expert knowledge of telecommunications principles and concepts, including IP telecommunications standard topologies and physical specifications.

• Data Networks: Expert knowledge of data networks, including OEI model, routing, switching, IP addressing, QoS, and PoE.

• Scripting and Programming: Proficiency in scripting programming languages such as Python, MS Graph, and PowerShell.

• Audiocodes and SIP Trunk Routing: Experience with Audiocodes and SIP trunk routing.

• T-SQL Programming: Working knowledge of T-SQL programming.

• Project Management: Strong project management skills to handle multiple assignments and projects effectively.

• Interpersonal Skills: Strong interpersonal skills to work closely with team members and clients.

• Technical Troubleshooting: Strong technical and troubleshooting skills to resolve complex hardware, software, and application problems.

• Vendor Management: Ability to manage telecommunications vendors and work closely with various organizations to design and implement communications solutions.

• Telephony AI Skills: Experience with AI technologies in telephony, including natural language processing (NLP) and machine learning (ML) to enhance voice recognition and response systems.

• Integration and Automation: Expertise in integrating telephony systems with AI-driven automation tools to streamline processes and improve efficiency.

• Voice Technology Innovation: Knowledge of emerging voice technologies and the ability to implement innovative solutions to advance telephony systems.

Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.