Senior VoIP Architect: Genesys Cloud, Twilio & AI

Aptive Pest Control; Provo (UT); A distancia; USD 140.000 - 171.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health insurance

Dental insurance

Vision insurance

Pet insurance

Life insurance

EAP

401K match

Paid holidays

PTO

Advancement opportunities

Descripción de la vacante

Aptive Pest Control is seeking a VoIP Engineer to own the telephony platform end-to-end from Provo, Utah, with remote applicants welcome. You will architect, implement, and govern our Genesys Cloud environment, Twilio SIP trunking, and AI-driven call-center enhancements using Cresta and related tooling.

You will collaborate with engineering and call-center leadership to deliver measurable improvements in routing, QA, and customer experience while ensuring security and compliance across the voice

Formación

• 6+ years running enterprise or contact center telephony.
• ZoomInfo AI experience.
• Hands-on Genesys Cloud experience: Architect, routing, Data Actions, Platform API.
• Deep SIP and VoIP fundamentals: trunking, codecs, QoS, SBCs, NAT traversal, packet captures.
• Twilio experience (Elastic SIP Trunking, Programmable Voice) is a plus.
• REST APIs, JSON, webhooks, OAuth; Python/JavaScript/PowerShell.
• Experience deploying or operating AI in a contact center; Cresta experience is ideal.
• Self-directed; able to propose fixes and drive to completion.

Responsabilidades

• Own the design, stability, and roadmap of Genesys Cloud environment: flows, queues, routing, IVR, recording, QA, reporting.
• Own Twilio SIP trunking: capacity, failover, numbering, porting, call quality across carriers.
• Drive AI strategy in the call center using Cresta and Genesys AI features.
• Build integrations between Genesys, Cresta, and our CRM via REST APIs and webhooks.
• Document telephony best practices: flow standards, change control, DR/failover, monitoring.
• Translate leadership goals into platform changes with measurable results.
• Handle escalations and reduce root-cause incidents.
• Manage vendor relationships (Genesys, Twilio, Cresta) and SLAs.
• Mentor Telephony team; improve documentation, testing, and rollout.
• Ensure compliance: call recording, consent, TCPA, E911.

Descripción del empleo

Aptive Pest Control is seeking a VoIP Engineer to own the telephony platform end-to-end from Provo, Utah, with remote applicants welcome. You will architect, implement, and govern our Genesys Cloud environment, Twilio SIP trunking, and AI-driven call-center enhancements using Cresta and related tooling.

You will collaborate with engineering and call-center leadership to deliver measurable improvements in routing, QA, and customer experience while ensuring security and compliance across the voice