Job Summary
As a Senior Telephony Technical Expert, this position plays a pivotal role in implementing and optimizing high-availability telephony solutions that underpin our global Contact Center operations. Serve as a technical telephony expert on enterprise-grade platforms such as Genesys Cloud ensuring seamless delivery of telephony servicesin compliance with local telecommunications laws and enterprise security stanloidards. The ideal candidate is passionate about cloud telephony, deeply knowledgeable in SIP/RTP protocols and telecom infrastructure (SBCs, ISBs) and experienced in a multi-national enterprise context.
Roles and Responsibilities
Telephony Solutions Architecture:
Architect and design enterprise telephony solutions leveraging cloud contact center platforms particularly Genesys Cloud CX. ensuring scalability, reliability, and regulatory compliance across multiple regions.Hands-On Implementation & Support:
Lead and participate in the deployment, configuration, and maintenance of SIP trunks, RTP media streams, SBCs (Session Border Controllers), ISBs, and direct routing integrations.Regulatory and Compliance Leadership:
Act as the subject matter expert on local telephony regulations, licensing requirements, caller ID (CLI) laws, emergency calling, lawful intercept, call recording, and data residency; partner with in-country legal and compliance teams for ongoing assurance.Cloud Telephony Strategy:
Drive the adoption and continuous improvement of cloud-based telephony in collaboration with IT, security, and business leaders. Evaluate new technologies, recommend best-fit solutions, and support seamless migrations from legacy on-premise to cloud environments.Incident Response & Troubleshooting:
Serve as an escalation point for complex voice service incidents and perform root-cause analysis for call quality issues, signaling failures, and integration challenges (including carrier/vendor liaison as needed).
Required Skils and Qualifications
Telephony Solutions Architecture
- Expertise in SIP, RTP, SRTP, DTMF, and associated voice protocols
- Deep knowledge of Session Border Controllers (SBCs): design, configuration, troubleshooting (e.g., Audiocodes, Oracle, Ribbon, Cisco)
- Familiarity with PSTN, PRI, TDM circuits, DID management, and number porting
- Management of voice gateways in on-premise and cloud environments
- Experience with IVR, ACD, call routing, and call recording technologies
- Understanding cloud carrier provisioning, number management, and redundancy
WebRTC & Real-Time Browser Communications
- In-depth knowledge of WebRTC protocols, signaling, and media negotiation (STUN, TURN, ICE)
- Integration of WebRTC solutions with traditional SIP infrastructures and contact center platforms
- Familiarity with browser-to-browser audio/video calling, embedding real-time communication in web apps
- Ensuring WebRTC security and quality in enterprise deployments
Protocols & Standards
- Advanced understanding of SIP, RTP, SRTP, SDP, H.323, MGCP, T.38
- Practical experience with SIP communications development and troubleshooting
- Familiarity with DNS, DHCP, SNMP, NTP as used in telephony networks
- Codec optimization (G.711, G.729, Opus, VP8/VP9 for WebRTC)
Networking
- Strong networking fundamentals: IP routing, subnets, VLANs, and QoS for voice
- Network performance optimization: mitigating latency, jitter, and packet loss, especially for real-time media
- Experience configuring routers, switches, and network appliances for high-quality VoIP
Firewall & Security
- Knowledge of VoIP and WebRTC security: securing SIP, RTP, and WebRTC flows (TLS, SRTP, ZRTP, DTLS)
- Expertise with firewall rule design (Palo Alto, Cisco ASA, Fortinet, etc.) to support SIP, RTP, WebRTC, and TURN traffic
- Familiarity with NAT traversal techniques (STUN/TURN) for SIP and WebRTC
- Secure remote access methodologies (VPN, ZTNA)
ISP & Carrier Management
- Liaison with local/global ISPs and carriers: troubleshooting circuits and SIP trunks, porting numbers
- Understanding country-specific telecom policies, numbering plans, emergency dialing, and lawful intercept requirements
Monitoring & Troubleshooting
- Use of advanced tools: Wireshark (including SIP and WebRTC packet analysis), SolarWinds, cloud-native monitoring (CloudWatch, Genesys Pulse)
- End-to-end call and media path analysis for traditional and WebRTC scenarios
- Resolving issues: call quality, dropped calls, audio issues, signaling failures
Speech to text and speech analytics technologies
- Working knowledge of speech to text technologies and best practices
More
Routing
- In-depth knowledge of routing strategies for Voice, Chat, SMS / Text, Video and Fax.
Advanced Contact Center Configuration proficiency for Voice, Chat, SMS / Text, Video. Experience with API integrations
Development of custom scripts.
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Compliance & Local Regulations
- Awareness and application of voice/data privacy laws, call recording compliance, CLI, and data residency requirements globally
- Support for lawful intercept, recordkeeping, and audit documentation
General Technical & Automation Skills
- Scripting/automation capabilities (Python, PowerShell, API scripting)
- Integrating and automating workflows with APIs (including WebRTC and SIP stacks like reSIProcate)
- Maintaining detailed documentation: network diagrams, call flows/maps, playbooks/runbooks
Communication & Collaboration
- Effective technical documentation and network diagramming
- Strong stakeholder management across IT, business units, vendors, and carriers
- Training and mentoring of team members in advanced telephony, WebRTC, and networking concepts
Education & Experience:
- Bachelors degree in computer science, Engineering, Telecommunications, or related field; advanced degree preferred
- 7+ years of hands-on experience in enterprise telephony, of which 3+ years should be within cloud-native contact center environments
Technical Expertise:
- Advanced knowledge and proven experience with at least two leading contact center cloud platforms (Genesys Cloud, Amazon Connect, NICE inContact, etc.)
- Strong command of SIP, RTP, SBCs, ISBs, PSTN integration, carrier interconnects, and number management
- Commercial and open-source SBC brands (e.g., AudioCodes, Oracle, Ribbon, Cisco, Sonus)
- Understanding voice encryption, security, QoS, voice network diagnostics, and monitoring tools
Global Regulatory Acumen:
- Experience ensuring telephony solutions meet regulatory requirements in the Americas, EMEA, and APAC regions (data residency, voice interception, privacy, etc.)
- Demonstrated ability to interpret and apply complex telecom regulations to technical solutions
Soft Skills:
- Exceptional problem-solving, communication, documentation, and stakeholder management skills
- Proven ability to lead cross-functional projects in a matrixed, multi-country environment
Preferred Skills
- Experience with Automation (APIs, scripting for call flows or monitoring)
- Familiarity with AI/ML voice analytics, omnichannel integrations, and IVR technologies
- ITIL, CCNP Collaboration, or comparable certifications are a plus
- Experience with carrier contract management and number porting
