Senior Voice & Contact Center Engineer

Nawy Real Estate; Egypt (PA); On-site; USD 110,000 - 150,000; Full time

Job summary

Nawy Real Estate is seeking a seasoned Senior Voice & Contact Center Engineer to own and modernize our 3CX-driven call center. You will lead the move from outsourced telephony to a fully managed on-premise solution, ensuring high availability and feature-rich capabilities across IVR, routing, and dashboards.

Key responsibilities include stabilizing the 3CX environment, integrating with CRMs, and guiding IT and Customer Care teams.

Qualifications

• Proven experience in managing 3CX or similar PBX systems.
• Strong knowledge of SIP, VoIP, call routing, and telephony infra.
• Hands-on experience with on-premise deployments and migrations.
• Experience integrating telephony with CRMs and support tools.
• Familiarity with QoS, NAT, firewalls for VoIP performance.

Responsibilities

• Own and maintain the full 3CX call center environment for stability and performance.
• Lead migration from outsourced to on-premise 3CX with minimal disruption.
• Design and implement IVR, routing, recording, and real-time dashboards.
• Monitor, troubleshoot call quality issues and SIP trunk incidents.
• Ensure 3CX integration with CRM, ticketing, and reporting tools.
• Collaborate with Customer Care and IT to enhance voice capabilities.
• Establish monitoring and alerting for availability and early issue detection.
• Develop architecture, processes, and disaster recovery documentation.
• Ensure security, data privacy, and regulatory compliance.
• Train and support internal stakeholders on 3CX features.

Skills

3CX

PBX platforms

SIP

VoIP

Call routing

On-premise deployments

CRM integrations

Network fundamentals

Security awareness

Stakeholder management

Tools

3CX

Asterisk

Cisco Call Manager

Job description

We are looking for a seasoned Senior Voice & Contact Center Engineer to lead the management, optimization, and modernization of our 3CX-based call center infrastructure. This role is critical in ensuring high availability of voice systems, enabling advanced features, and driving our transition from outsourced telephony to a fully managed on-premise solution.

Key Responsibilities:

• Own and maintain the full 3CX call center environment, ensuring stability, uptime, and performance.

• Lead the migration from outsourced call center infrastructure to an on-premise 3CX setup, ensuring minimal service disruption.

• Design and implement modern contact center features (e.g., IVR, call routing, call recording, real‑time dashboards).

• Monitor and troubleshoot call quality issues, system errors, and SIP trunk‑related incidents.

• Ensure integration of 3CX with other platforms (CRM, ticketing systems, reporting tools).

• Collaborate with Customer Care and IT teams to understand needs and continuously enhance voice capabilities.

• Establish monitoring tools and alerting mechanisms to ensure system availability and early issue detection.

• Develop documentation for architecture, processes, and disaster recovery.

• Ensure compliance with security, data privacy, and regulatory standards.

• Train and support internal stakeholders on 3CX features and best practices.

Requirements

• Proven experience in managing 3CX systems or similar PBX platforms (Asterisk, Cisco Call Manager, etc.).

• Strong knowledge of SIP, VoIP protocols, call routing, and telephony infrastructure.

• Hands‑on experience with call center system modernization and feature enablement.

• Experience in system migrations and on‑premise deployments.

• Understanding of integrations between telephony systems and CRMs or customer service platforms.

• Familiarity with network fundamentals (QoS, NAT, firewalls) as they relate to VoIP performance.

• Analytical and structured problem solver with high attention to availability and uptime.

• Excellent communication and stakeholder management skills.

Nice to Have:

• 3CX certification(s)

• Experience with contact center reporting tools and wallboards

• Familiarity with workforce management or call analytics platforms