Contact Center Telephony & Virtual Agent Engineer (Zoom Contact Center)

Level Up Recruitment; Philippines; On-site; PHP 700,000 - 1,000,000; Full time

Job summary

Level Up Recruitment is seeking a Contact Center Telephony & Virtual Agent Engineer to optimize its Zoom Contact Center platform. The role requires a strong telephony engineering background, IVR design, and VoIP/SIP expertise to enhance customer experience.

You will configure IVRs, call routing, queues, and reporting, and implement Virtual Agent solutions while supporting integrations, upgrades, and day-to-day operations.

Qualifications

• 3+ years of experience in Zoom Contact Center or telephony engineering.
• Hands-on experience with Zoom CCaaS or similar platforms.
• Strong knowledge of VoIP, SIP, IVR, and telephony administration.
• Experience with Virtual Agents or Conversational AI.
• Background with CCaaS platforms (Genesys, Cisco, Five9, Avaya, Amazon Connect) is advantageous.
• Knowledge of Python or JavaScript and APIs is a plus.

Responsibilities

• Administer and optimize Zoom Contact Center and Zoom Phone.
• Configure IVRs, call routing, queues, dial plans, and reporting.
• Design and improve customer self-service and call flows.
• Implement and support Virtual Agent / Conversational AI solutions.
• Troubleshoot VoIP, SIP, routing, call quality, and telephony issues.
• Support platform integrations, upgrades, and operational improvements.

Skills

Telephony engineering

IVR design

VoIP/SIP

Virtual agents

APIs

Tools

Zoom Contact Center

Genesys

Cisco

Five9

Avaya

Amazon Connect

Python

JavaScript

APIs

Job description

We are hiring a Contact Center Telephony & Virtual Agent Engineer for a client seeking an experienced professional to manage and optimize its Zoom Contact Center platform. This role is ideal for someone with a strong background in telephony engineering, IVR design, VoIP/SIP technologies, and AI-powered virtual agents who can help enhance customer experience and improve contact center operations.

Key Responsibilities:

• Administer and optimize Zoom Contact Center and Zoom Phone.
• Configure IVRs, call routing, queues, dial plans, and reporting.
• Design and improve customer self-service and call flows.
• Implement and support Virtual Agent / Conversational AI solutions.
• Troubleshoot VoIP, SIP, routing, call quality, and telephony issues.
• Support platform integrations, upgrades, and operational improvements.

Qualifications:

• At least 3 years of experience in Zoom Contact Center or Telephony Engineering.
• Hands-on experience with Zoom Contact Center or similar CCaaS platforms.
• Strong knowledge of VoIP, SIP, IVR, and telephony administration.
• Experience with Virtual Agents or Conversational AI solutions.
• Background in Genesys, Cisco, Five9, Avaya, or Amazon Connect is an advantage.
• Knowledge of Python, JavaScript, or APIs is a plus.