Hybrid Cloud Telephony Architect | AI & UCaaS

Rollins, Inc.; Atlanta (GA); Hybrid; USD 120,000 - 160,000; Full time

Benefits offered by this job

Medical, dental, vision

Maternity & life insurance

401(k) with company match

Employee stock purchase plan

Tuition reimbursement

Dependent scholarship awards

Paid Time Off

Hybrid office/home-based onboarding

Job summary

Rollins, Inc. is seeking a Senior Cloud Telephony Platform Engineer to lead architecture, engineering, administration, and optimization of enterprise telephony and customer engagement platforms.

This role serves as the senior technical resource for cloud contact center, telephony, omnichannel, IVR, IVA, AI Agent, and unified communications technologies, ensuring scalable, secure, and highly available services across the organization.

Qualifications

• 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
• Minimum 3+ years of architecture, solution design, or technical leadership experience
• 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

Responsibilities

• 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 such as SSO/SAML, MFA, data retention requirement, Call recording governance, and Privacy and compliance controls
• 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 and maintain various routing such as Intelligent call routing, skills‑based routing, priority routing, overflow, etc)
• Optimize customer journeys using routing analytics and operational data
• Develop customer experience workflows to improve containment rates, response times, and customer satisfaction
• Engineer and support omnichannel customer engagement capabilities
• Develop seamless customer interactions across digital and voice channels
• Ensure consistent customer experience and reporting across all engagement platforms
• Design, implement, and optimize: IVA, IVR, AI agents, various bots
• Partner with AI teams and business stakeholders to develop automated customer engagement solutions
• Integrate AI services such as NLP, Speech Recognition, Voice Analytics, Sentiment Analysis
• Continuously improve automation accuracy and customer self‑service capabilities
• Architect and support integrations between communication platforms and business systems
• Design secure data exchange mechanisms using APIs, web services, middleware, and event‑driven architectures
• Work closely with business application teams to streamline customer workflows and agent experiences
• Implement screen pops, customer context delivery, workforce optimization integrations, and reporting feeds
• Develop automation solutions to improve platform efficiency and reduce operational overhead
• Create monitoring, alerting, and reporting solutions for voice and customer engagement platforms to support operational decision‑making
• Analyze platform performance metrics including Service Levels, Abandonment Rates, Call Quality, Routing Effectiveness, Agent Utilization, AI Containment Metrics

Skills

Strategic leadership

Strong communication

Education

Bachelor's degree in IT/CS/Telecom

Tools

Five9

NICE CXone

Genesys Cloud

Avaya Experience Platform

Amazon Connect

SIP/VoIP

REST APIs

Microsoft Teams Phone

Job description

Rollins, Inc. is seeking a Senior Cloud Telephony Platform Engineer to lead architecture, engineering, administration, and optimization of enterprise telephony and customer engagement platforms.

This role serves as the senior technical resource for cloud contact center, telephony, omnichannel, IVR, IVA, AI Agent, and unified communications technologies, ensuring scalable, secure, and highly available services across the organization.