Telephony & Virtual Agent Engineer

Moder Solutions Inc.; Cebu City; Sur place; PHP 600 000 - 1 200 000; Plein temps

Résumé du poste

Moder Solutions Inc. is 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

Qualifications

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

Responsabilités

• 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.

Connaissances

Contact Center Engineering

Zoom Contact Center

Zoom Phone

VoIP

SIP

IVR

Call Routing

Troubleshooting

Virtual Agents

Conversational AI

APIs / Integrations

Python / JavaScript

Description du poste

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

• 3+ 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.

Preferred Candidate Profile

• Experience modernizing legacy IVR systems.

• Strong operational and platform administration mindset.

• Experience driving adoption and optimization of underutilized contact‑center platforms.

• Excellent communication and cross‑functional collaboration skills.

• Amenable to work in Cebu City.