Cloud Telephony Platform Architect (AI & CX)

Rollins, Inc.; Atlanta (GA); Ibrido; USD 120.000 - 170.000; Tempo pieno

Vantaggi offerti da questo lavoro

Medical insurance

Dental insurance

Vision insurance

401(k) with company match

Employee stock purchase plan

Paid time off

Hybrid work options

Tuition reimbursement

Dependent scholarship awards

Descrizione del lavoro

Rollins, Inc. is seeking a Senior Cloud Telephony Platform Engineer to architect, build, and optimize enterprise cloud telephony, CCaaS, UCaaS, and omnichannel platforms.

You will partner with business leaders, CRM, security, and vendor teams to deliver scalable customer experiences. The role requires hands-on engineering and solution architecture, focusing on platform strategy, integration design, automation, AI enablement, and operational excellence.

Competenze

• Bachelor's degree in Information Technology, Computer Science, Telecommunications, Engineering, or equivalent work experience may be considered in lieu of degree.
• Minimum 3+ years of senior‑level experience administering and engineering enterprise cloud telephony platforms.
• Strong communication and presentation skills.
• Ability to translate business requirements into technical solutions.
• Proven ability to lead complex enterprise initiatives with minimal supervision.
• Strong analytical and troubleshooting skills.
• Ability to mentor engineers and influence technical direction.
• Experience with cloud solutions such as Five9, NICE CXone, Genesys Cloud, Avaya Experience Platform, or Amazon Connect.

Mansioni

• Serve as the senior technical owner for cloud telephony and contact center platforms.
• Design and implement scalable CCaaS, UCaaS, and enterprise telephony architectures.
• Develop architecture standards, platform roadmaps, and technical governance practices.
• Evaluate emerging communication technologies and make recommendations for adoption.
• Lead platform modernization initiatives and migration projects.
• Design highly available and resilient voice architectures supporting enterprise operations.
• Ensure security elements are implemented (SSO/SAML, MFA, data retention, call recording governance, privacy and compliance).
• Configure, administer, and optimize cloud telephony environments.
• Manage SIP trunking, carrier integrations, voice routing, number provisioning, and call flow design.
• Support global telephony infrastructure, DID management, toll-free services, emergency services, and voice resiliency.
• Design routing such as intelligent call routing, skills-based routing, priority routing, overflow.
• Engineer and support omnichannel customer engagement capabilities.
• Design, implement, and optimize IVA/IVR/AI agents; integrate NLP, speech recognition, voice analytics.

Conoscenze

Strong communication skills

Leadership experience

Translate business requirements

Analytical & troubleshooting

Mentor engineers

Executive stakeholder collaboration

Cloud telephony experience

Experience with CCaaS platforms

Formazione

Bachelor's degree in IT/CS/Telecom

Strumenti

Five9

NICE CXone

Genesys Cloud

Amazon Connect

SIP/VoIP

Descrizione del lavoro

Rollins, Inc. is seeking a Senior Cloud Telephony Platform Engineer to architect, build, and optimize enterprise cloud telephony, CCaaS, UCaaS, and omnichannel platforms.

You will partner with business leaders, CRM, security, and vendor teams to deliver scalable customer experiences. The role requires hands-on engineering and solution architecture, focusing on platform strategy, integration design, automation, AI enablement, and operational excellence.