Senior Voice Engineer

CDW; United States; On-site; USD 110,000 - 150,000; Full time

Job summary

CDW is seeking a Genesys Cloud Engineer to support a large-scale contact center environment. You will troubleshoot complex telephony issues, design call flows, and improve customer experience through reliable contact center solutions.

In this role, you will administer Genesys Cloud CX, Engage, or PureConnect, design IVRs and routing strategies, and work with SIP, RTP, and VoIP infrastructure. Collaboration with cross-functional teams is essential for ongoing enhancements and platform maintenance.

Qualifications

• 3+ years of experience supporting Genesys contact center technologies.
• Hands-on with SIP, RTP, IVR design, and VoIP troubleshooting.
• Experience diagnosing and resolving complex voice quality, telephony, and routing issues.
• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent verbal and written communication abilities.

Responsibilities

• Administer, configure, and support Genesys Cloud CX, Genesys Engage, or PureConnect environments.
• Design and maintain contact center solutions including IVRs, call routing, queues, and skills-based routing.
• Configure and support SIP trunking, voice gateways, telephony integrations, and VoIP infrastructure.
• Troubleshoot voice quality, routing, signaling, and connectivity issues.
• Collaborate with stakeholders to implement contact center enhancements and new capabilities.
• Perform upgrades, migrations, integrations, and ongoing platform maintenance.
• Monitor system performance and optimize reliability and user experience.

Skills

Genesys Cloud CX

SIP

RTP

IVR design

VoIP troubleshooting

Call routing

Analytical skills

Communication skills

Tools

AWS

Azure

CRM integrations

Job description

Are you a contact center technology expert with deep experience in Genesys Cloud and enterprise voice platforms? We're seeking a Genesys Cloud Engineer to support, enhance, and optimize a large-scale contact center environment. This role is ideal for an engineer who thrives troubleshooting complex telephony issues, designing call flows, and improving customer experience through reliable contact center solutions.

What You'll Do

• Administer, configure, and support Genesys Cloud CX, Genesys Engage, or PureConnect environments.
• Design and maintain contact center solutions including IVRs, call routing, queues, and skills-based routing.
• Configure and support SIP trunking, voice gateways, telephony integrations, and VoIP infrastructure.
• Troubleshoot complex voice quality, call routing, signaling, and connectivity issues.
• Analyze SIP and RTP traffic to identify and resolve service disruptions.
• Collaborate with business stakeholders to implement contact center enhancements and new capabilities.
• Perform upgrades, migrations, integrations, and ongoing platform maintenance.
• Monitor system performance and proactively optimize reliability and user experience.
• Support contact center reporting, analytics, and operational improvements.
• Partner with networking, infrastructure, and application teams to resolve cross-functional issues.
• Maintain technical documentation, architecture diagrams, and operational procedures.
• Participate in on-call support and incident response activities as needed.

Required Qualifications

• 3+ years of experience supporting Genesys contact center technologies.
• Hands-on experience with one or more of the following:
• Strong understanding of:
• SIP (Session Initiation Protocol)
• RTP (Real-Time Transport Protocol)
• IVR design and configuration
• VoIP architecture and troubleshooting
• Experience diagnosing and resolving complex voice quality, telephony, and routing issues.
• Knowledge of contact center operations and customer experience technologies.
• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent verbal and written communication abilities.

Preferred Qualifications

• Genesys Certified Professional (GCP) certification.
• Experience with cloud contact center migrations and transformations.
• Knowledge of workforce management, call recording, and quality assurance solutions.
• Understanding of networking fundamentals including DNS, TCP/IP, firewalls, and load balancing.
• Experience integrating contact center platforms with CRM, ticketing, or third-party applications.
• Familiarity with AWS and/or Azure cloud platforms.

Key Skills

Why Join Us?

You'll play a key role in delivering reliable, scalable, and high-performing contact center solutions that directly impact customer experience. This position offers the opportunity to work with modern cloud communications technologies, enterprise-scale voice environments, and cross-functional teams focused on innovation and operational excellence.