Sr. Telephony Engineer- WFH

We are seeking to fill the role of Senior Telephony Engineer. The ideal candidate enjoys collaborating with clients, industry partners and internal teams to maximize outcomes for homeowners.* Utilize logical problem\-solving to find creative solutions to problems with Genesys Cloud CX * Work with SIP, WebRTC, VoIP, PCap analysis, troubleshooting call quality, media gateways, and SBC devices * Work with stakeholders and other technical teams to collect business and technical requirements to design/deliver enterprise\-level solutions using Genesys architect and Genesys Scripter * Support AI\-driven contact center technologies, including conversational IVR/IVA systems, predictive routing, AI chat/voice bots, and real\-time agent assist tools. * Collaborate with AI/CCaaS teams to integrate Genesys Cloud such as speech analytics, intent detection, knowledge surfacing, automated summarization, and proactive guidance into call flows and routing logic. * Create and update technical documentation of operating procedures as needed * Serve as a technical expert for Tier 1/2/3 support groups * Collaborate and communicate with internal department architects and vendor partners * Collaborate with Product Owner on technology solutions, implementations, upgrades, enhancements and conversions; recommend solutions as appropriate * Provide problem\-solving leadership based on experience with the technology * Act as a senior member of the Telephony Support Team in providing prompt support to assigned operations. * Coordinate day\-to\-day operations, run projects, and assign tasks to Tier 1/2/3 engineers * Collaborate in assessing current and expected communications needs, configuration, maintenance, optimization, and documentation of Genesys Cloud CX * Follow and apply configuration and security standards and policies within a defined change management process * Ensure that system improvements and changes are implemented correctly and completely, monitor effects of the modifications * Establish/recommend policies on system use and services * Perform common administrative tasks such as reviewing system logs, setting up new users, and conducting monthly audits of permission levels * Deployment and support of enterprise software, including third\-party and in\-house applications * Act as an escalation point for Telephony platform issues and corporate IT standards for enterprise IT staff * Monitor, tune, and optimize AI\-enabled routing, IVR intent recognition, and virtual agent performance to ensure accuracy, containment, and routing efficiency. * Participate in testing, validating, and troubleshooting AI\-based solutions, including speech recognition, natural language understanding (NLU), and AI\-based self\-service workflows. * All other duties as assigned. * High School Diploma or equivalent required. * 8\+ years hands\-on experience in troubleshooting, performance tuning, and problem resolution * 7\+ years’ experience with contact center technologies * Ability to