Voice Engineer

We’re Hiring: Voice Engineer (Genesys Cloud)

Location: ONSITE – Chicago or Remote

Duration: 12 Months

Experience: 6–8 Years

🔹 Role Overview

We are looking for an experienced Voice Engineer with strong Genesys Cloud expertise to support M&A-driven contact center integrations and migrations. This role will lead assessment, design, and deployment efforts while ensuring seamless voice and collaboration experiences across cloud and hybrid environments.

🔹 Key Responsibilities

M&A – Genesys Cloud Integration

• Lead assessment, design, and deployment of Genesys Cloud during M&A activities
• Evaluate legacy contact center platforms and recommend migration/integration strategies
• Partner with business and IT teams to align solutions with organizational goals

Genesys Cloud Configuration

• Configure and optimize Genesys Cloud routing, call flows, and WFM
• Integrate telephony solutions using SIP trunks and cloud infrastructure
• Ensure operational continuity through scalable routing and call designs

Microsoft Teams & Cisco VoIP Support

• Provide backup support for Microsoft Teams Phone System (Direct Routing, SBCs)
• Support Cisco CUCM environments as needed during M&A initiatives
• Assist with hybrid voice environment integrations

Collaboration & Communication

• Work closely with IT, network, and security teams
• Provide technical guidance and training to stakeholders
• Coordinate with vendors and service providers for issue resolution

🔹 Required Skills & Qualifications

• 5+ years of experience in Voice Engineering, focused on Genesys Cloud
• Strong knowledge of Genesys Cloud architecture, call routing, and telephony integrations
• Experience with M&A voice system migrations/integrations
• Hands-on expertise with SIP, QoS, VLANs, and cloud telephony
• Familiarity with Microsoft Teams Phone System and Cisco VoIP (CUCM)
• Experience with contact center analytics and reporting
• Knowledge of E911 and voice regulatory compliance
• Strong analytical, troubleshooting, and communication skills

Preferred Certifications

• Genesys Cloud Certified Professional (GCP-GC)
• Microsoft Teams Voice Engineer Expert