Remote Telephony Engineer – Zoom CC & AI IVR Lead

Lancesoft Philippines; Philippines; Hybrid; PHP 600,000 - 1,000,000; Full time

Job summary

LanceSoft Philippines is seeking a hands-on Telephony Engineer to own and modernize our Zoom Contact Center platform, including IVR and virtual agents. You will optimize call flows, configure routing and reporting, and partner with IT to integrate Zoom with CRM systems.

The ideal candidate has 5+ years in contact center engineering, hands-on Zoom CCaaS experience, and strong VoIP/IVR knowledge, plus AI-enabled solutions. Remote-friendly hybrid setup offered.

Qualifications

• 5+ years of experience in Contact Center / Telephony Engineering.
• Hands-on with Zoom Contact Center and Zoom Phone.
• Strong knowledge of VoIP, SIP, IVR and call routing.
• Experience with CCaaS platforms (Genesys, Five9, Cisco, Avaya, AWS Connect).
• Experience with Virtual Agents / AI-enabled IVR solutions.
• Strong troubleshooting and production support experience.

Responsibilities

• Administer and optimize Zoom Phone and Zoom Contact Center platforms.
• Configure call routing, queues, dial plans, IVR workflows, agent groups, call recording, and reporting.
• Redesign and modernize IVR and self-service workflows.
• Implement and maintain virtual agent / conversational AI capabilities.
• Configure intelligent call routing and handoffs between virtual and live agents.
• Troubleshoot telephony and contact-center issues (SIP/VoIP, call quality, dropped calls, routing failures, latency, dialer issues).
• Perform root cause analysis and coordinate with vendors/providers.
• Support integrations between Zoom Contact Center and CRM/LOS/knowledge platforms.
• Manage platform upgrades, patches, and enhancements.

Skills

Contact center telephony engineering

Troubleshooting

Virtual agents / AI-enabled IVR

Python/JavaScript basics

Tools

Zoom Contact Center

Zoom Phone

CCaaS platforms (Genesys, Five9, Cisco, Avaya, Amazon Connect)

APIs / Integrations

Job description

LanceSoft Philippines is seeking a hands-on Telephony Engineer to own and modernize our Zoom Contact Center platform, including IVR and virtual agents. You will optimize call flows, configure routing and reporting, and partner with IT to integrate Zoom with CRM systems.

The ideal candidate has 5+ years in contact center engineering, hands-on Zoom CCaaS experience, and strong VoIP/IVR knowledge, plus AI-enabled solutions. Remote-friendly hybrid setup offered.