Voice Systems Engineer

Job Description

Column Technical Services is seeking a talented mid-level Voice Systems Engineer who is eager to contribute to exciting projects, embrace new challenges, and grow within a supportive and professional environment. This reputable organization values their team members, offering meaningful opportunities to advance your career. This role is exclusively open to local applicants from NY and NJ who are ready to make a real impact. If this sounds like the right fit for you, don't wait, and apply today and let's start a conversation.

• We do not provide sponsorship for this job opportunity**
  
  

In this role you will lead in designing, developing, and maintaining cutting-edge telephone and contact center solutions. As part of the team, you'll have the opportunity to work on industry-leading technologies like Genesys Cloud, advanced IVR systems, SIP gateway, and a drive to stay ahead of the curve in Unified Communications technologies. You'll collaborate with cross-functional teams to create seamless, efficient call center experiences that redefine customer engagement.

Responsibilities:

• Collaborate with technical teams and business leaders to design, develop, and maintain Interactive Voice Response (IVR) systems and call flow routing for DTMF and advanced speech applications.
• Partner with department managers and end-users to understand business needs, gather requirements, and deliver optimized call center solutions.
• Support and maintain existing telephony and contact center solutions, utilizing critical thinking skills to address challenges effectively.
• Lead the implementation of API/Web Service integrations with back-end systems.
• Utilize knowledge of QM recording, outbound dialing campaigns, workforce management (WFM), omni-channel analytics, customer journeys, and reporting to enhance operational efficiency.
• Perform system tuning to optimize the performance of IPT systems, reduce communication costs, and analyze performance data for capacity management.
• Develop and integrate solutions across specialized disciplines, including network security, wireless networking, IP telephony, and call centers.
• Oversee the technical aspects of the platform, ensuring solutions align with the network architecture.
• Stay current with advanced Unified Communications (UC) technologies and industry trends.
• Conduct technical studies and provide recommendations for products and services related to UC platforms.
  
  

Qualifications:

• Minimum of 5 years of hands-on experience in Interactive Voice Response (IVR) applications and Advanced Speech Recognition (ASR) engines, including development, deployment, monitoring, and testing.
• Expertise in enabling contact center solutions and troubleshooting SIP gateway, CUCM, phones, and Automated Call Distribution (ACD) systems.
• Proficient in diagnosing phone connectivity issues from phones to CUCM and network devices/protocols.
• Demonstrated ability to build custom solutions and configure LAN, voice, and data networks.
• Skilled in installing, configuring, upgrading, and troubleshooting Cisco routers, switches, CUCM, CUC, CUE, UCCE, and UCCX.
• Experience in implementing conversational AI, chatbots, and virtual assistants leveraging AI/ML technologies.
• Proven ability to work with internal telecom and infrastructure teams to support implementations.
• Hands-on experience with Genesys PureCloud implementation and support, including call flow design and user configuration.
• Proficient in maintaining production applications, processing ticket requests, and providing second-level support to network operations and service desk teams.
• Strong initiative and ability to work independently while learning and applying new product systems and features.
• Excellent communication and written skills.