Sr. Contact Center Voice Engineer

TITLE: Sr. Contact Center Voice Engineer

LOCATION: Atlanta, GA 30308 – 4 days onsite

ANTICIPATED DURATION: 3 years – perm conversion potential

RATE: $50-60/hr W2 only – C2C not available

Responsibilities:

• Configure and manage contact center solutions, both on-premises and cloud-based.
• Assist with implementation of new features and integrations.
• Design and automate voice solutions and solve complex problems.
• Support transition within voice infrastructure involving cloud technology, scripting, AI development, and VoiP technology.
• Engineer, maintain, and support contact center technology and strategy.
• Support call recording, workforce management, and reporting solutions (bonus).
• Work with cloud-based contact center (CCaaS), AI speech, natural language IVR, scripting, and API integration (plus).
• Troubleshoot and remediate issues with enterprise PBX/CCaaS systems, SBCs, and SIP support.
• Maintain knowledge of VoIP protocols, telecom networking, and telephony security.
• Support Windows, Linux, VM, ESXi hosts.
• Assist with on-prem solutions such as Avaya and Cisco, and cloud solutions including Zoom, Five9, Webex CC, MS Teams, & cloud integrations.
• Support contact centers administration and support for both on-prem and cloud systems.
• Work with APIs, JSON, webhooks, and scripting languages like Python (plus).
• Collaborate with other IT engineers and maintain vendor relationships.
• Research industry practices and provide strategic technology communications.
• Organize tasks, manage priorities, and meet schedules.
• Negotiate and influence stakeholders internally and externally.
• Participate in on-call rotation and serve as lead engineer when called upon.
• Support voice system issues and manage moves, adds, and changes for remote agents.
• Participate in planning, design, and deployment of new technologies and locations.
• Analyze and troubleshoot VoIP systems, managing vendor communications.
• Document systems and train personnel in system administration.
• Keep telecommunications documentation current.
• Collaborate with IT team members to develop strategies and resolve issues.
• Develop solutions to improve voice-related processes.
• Support application testing, system upgrades, and hardware/software updates.

Requirements:

• Bachelor's degree in Computer Science or Engineering preferred; 10+ years of relevant experience acceptable.
• 10 years of experience with contact center and VoIP technologies.
• Strong understanding of telephony and network protocols: SIP, RTP, RTCP, DNS, DHCP.
• Hands-on experience with voice applications: dial plans, call routing, IVR, voicemail, recording.
• Experience with contact center menus, IVR, AI implementation, scripting, and automation (plus).
• Support experience with enterprise PBX/CCaaS systems and troubleshooting SIP, SBCs.
• Knowledge of Windows, Linux, Virtualization (VMware, ESXi).
• Experience with on-prem solutions like Avaya and Cisco.
• Familiarity with cloud contact center solutions like Zoom, Five9, Webex CC, MS Teams.
• Understanding of APIs, JSON, webhooks, and basic scripting (Python, plus).
• Knowledge of telephony security issues.
• Ability to support multiple priorities and work collaboratively.
• Ability to participate in on-call support and serve as lead engineer.

Benefits available to full-time employees: medical, dental, vision, disability, life insurance, 401k and commuter benefits.

The hourly pay rate range for this position is $55.00 to $60.00 (dependent on factors including but not limited to client requirements, experience, statutory considerations, and location). Benefits available to full-time employees: medical, dental, vision, disability, life insurance, 401k and commuter benefits.

Synergis is proud to be an Equal Opportunity Employer. We value diversity and do not discriminate on the basis of race, color, ethnicity, national origin, religion, age, gender, gender identity, political affiliation, sexual orientation, marital status, disability, military/veteran status, or any other status protected by applicable law.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with the requirements of applicable state and local laws, including but not limited to, the San Francisco Fair Chance Ordinance, the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance, the Los Angeles County Fair Chance Ordinance for Employers, and the California Fair Chance Act.

For immediate consideration, please forward your resume to DWicks@Synergishr.com.

If you require assistance or an accommodation in the application or employment process, please contact us at DWicks@Synergishr.com.

Synergis is a workforce solutions partner serving thousands of businesses and job seekers nationwide. Our digital world has accelerated the need for businesses to build IT ecosystems that enable growth and innovation along with enhancing the Total Experience (TX). Synergis partners with our clients at the intersection of talent and transformation to scale their balanced teams of tech, digital and creative professionals. Learn more about Synergis at www.synergishr.com.