Overview
The Telecommunications Specialist is a hands-on technical expert responsible for implementing, configuring, and maintaining enterprise telecommunications and contact center platforms. This role provides subject-matter expertise in Genesys Cloud CX (PureCloud), IVR design, call flow execution, SIP trunking, and carrier integrations.
The Specialist serves as an escalation point for complex technical issues, leads system enhancements, and ensures the stability, performance, and scalability of voice and contact center services across the enterprise.
Responsibilities
Configure, administer, and optimize Genesys Cloud CX (PureCloud) environments to support business and operational requirements.
Design, build, and maintain IVR workflows and call flows using Genesys Cloud Architect.
Implement and manage outbound dialer campaigns, routing strategies, queues, and call logic.
Execute platform changes, enhancements, upgrades, and post-deployment validation activities.
Configure and support enterprise telephony systems, VoIP platforms, and cloud contact center technologies.
Implement and maintain SIP trunks, SBC configurations, voice circuits, and carrier routing solutions.
Support call recording and storage integrations, including cloud-based platforms such as AWS S3.
Act as an escalation point for complex voice, network, and telephony incidents, performing deep technical troubleshooting.
Conduct root cause analysis and recommend long-term corrective actions to prevent recurring issues.
Collaborate with network, infrastructure, and security teams during incident resolution and system changes.
Implement solutions aligned with enterprise architecture, telecommunications standards, and security requirements.
Maintain accurate technical documentation, including call flow diagrams, configurations, and integration details.
Review vendor documentation and implement integration requirements in accordance with system specifications.
Research, evaluate, and test telecommunications and cloud communication technologies to support continuous improvement.
Provide input into platform roadmap planning and identify opportunities to improve call quality, resiliency, and customer experience.
Ensure compliance with enterprise security policies and protect the confidentiality, integrity, and availability of systems and data.
Participate in a rotating on-call schedule and support after-hours incidents as required.
Attend meetings to gather and clarify telephony and data requirements for internal and external stakeholders.
Perform other related duties, system enhancements, and technical tasks as assigned.
Qualifications
Bachelor’s degree in Telecommunications, Computer Science, Engineering, or a related field, or equivalent work experience.
Five to eight years of experience in telecommunications, VoIP, or contact center engineering roles.
Demonstrated hands-on experience with enterprise contact center platforms such as Genesys Cloud CX (PureCloud).
Strong expertise in IVR design, outbound dialing, SIP trunking, carrier integrations, and voice/data communications.
Experience configuring and supporting SIP trunks, SBCs, and carrier failover scenarios.
Experience supporting cloud-based recording and storage integrations such as AWS S3.
Solid understanding of networking concepts, Windows Server environments, Cisco infrastructure, and enterprise telephony systems.
Working knowledge of network protocols, APIs, operating systems, and cloud technologies.
Proven ability to execute complex technical changes and troubleshoot multi-layer voice issues.
Scripting or development experience (e.g., Python, PowerShell, .NET, or Genesys tools) preferred.
Exposure to cloud data platforms or analytics tools preferred.
Strong problem-solving, communication, and organizational skills.
Ability to manage multiple priorities in a production environment with high attention to detail and accuracy.
