Developer

Skill Required:

Experience Range in Required Skills

• Lead the migration from Avaya telephony systems to Microsoft Teams Calling and NICE CXone cloud contact center.

• Configure and manage Microsoft Teams Phone System, including PSTN connectivity, Direct Routing, and integration with Clobba for call analytics and reporting.

• Design, implement, and maintain call flows, IVR scripts, and routing strategies within NICE CXone.

• Provide end-to-end support for enterprise voice systems, including troubleshooting SIP-based VoIP traffic and resolving call quality issues.

• Collaborate with telecom providers and third-party vendors to enable advanced voice features and ensure service reliability.

• Monitor system performance and usage metrics, and recommend improvements based on data-driven analysis.

• Maintain documentation for voice infrastructure, configurations, and operational procedures.

• Support workforce management and speech analytics initiatives within the contact center environment.

• Participate in planning and executing upgrades, migrations, and new deployments of voice communication systems.

• Provide technical guidance and mentorship to junior team members and cross-functional partners.

Skills, Knowledge, and Expertise:

• Deep understanding of Microsoft Teams Phone System, including deployment, configuration, and troubleshooting.

• Experience with Clobba or similar tools for Teams call analytics and reporting.

• Proven experience with NICE CXone, including IVR design, call routing, and contact center operations.

• Familiarity with Avaya telephony systems and experience supporting or migrating from legacy PBX environments.

• Strong knowledge of SIP, VoIP, and telecommunication network services.

• Ability to interpret and troubleshoot SIP-based call flows and logs.

• Understanding of contact center metrics, workforce management, and speech recognition technologies.

• Proficiency in Microsoft 365, PowerShell, and Teams-certified devices.

• Excellent communication, documentation, and problem-solving skills.

• Ability to work effectively in a fast-paced, global, and remote environment.

Required Qualifications:

• 5+ years of experience in enterprise voice engineering or contact center technologies.

• Hands-on experience with Microsoft Teams Phone, NICE CXone, and Avaya systems.

• Microsoft 365 Certified: Teams Administrator Associate or Teams Voice Engineer.

• Experience integrating call center platforms with CRM systems and developing advanced IVR applications.

• Strong vendor management and cross-functional collaboration skills.

Salary