Telephony Engineer

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

Greetings From LanceSoft

Location: Cebu/Manila

Remote Setup

Permanent Role

Role: Telephony Engineer

Summary:

Position Summary

We are seeking a hands-on Contact Center Telephony & Virtual Agent Engineer to own, optimize, and modernize our Zoom Contact Center platform. This role will serve as the primary telephony administrator responsible for improving call center operations, enhancing IVR/customer call flows, and implementing intelligent virtual agent capabilities.

The ideal candidate will have strong experience in contact center platforms, VoIP/SIP telephony, IVR design, and operational troubleshooting, along with exposure to conversational AI and virtual agent technologies.

Key Responsibilities

• Administer and optimize Zoom Phone and Zoom Contact Center platforms.
• Configure and manage:
• call routing,
• queues,
• dial plans,
• IVR workflows,
• agent groups,
• call recording,
• and reporting.
• Redesign and modernize existing IVR and customer self-service workflows.
• Implement and maintain virtual agent / conversational AI capabilities.
• Configure intelligent call routing and seamless handoff between virtual agents and live agents.
• Troubleshoot telephony and contact-center issues including:
• SIP/VoIP,
• call quality,
• dropped calls,
• routing failures,
• latency,
• and dialer issues.
• Perform root cause analysis and coordinate with vendors/providers as needed.
• Support integrations between Zoom Contact Center and enterprise systems such as CRM, servicing systems, LOS, and knowledge management platforms.
• Manage platform upgrades, patches, and operational enhancements.

Required Skills

• 5+ years of experience in Contact Center / Telephony Engineering.
• Hands-on experience with:
• Zoom Contact Center,
• Zoom Phone,
• or similar CCaaS/contact center platforms.
• Strong knowledge of:
• VoIP,
• SIP,
• IVR,
• call routing,
• and telephony operations.
• Experience with Virtual Agents / Conversational AI / AI-enabled IVR solutions.
• Strong troubleshooting and production support experience.
• Experience with contact-center platforms such as:
• Genesys,
• Five9,
• Cisco,
• Avaya,
• Amazon Connect (preferred).
• Knowledge of APIs, integrations, Python, or JavaScript is a plus.