Telephony Architect

Overview Our client has launched an ambitious plan to modernize their service center, moving beyond traditional telephony into a modern, AI-enabled, cloud-first environment. They are seeking a senior-level engineer who brings both deep technical expertise and the leadership skills to help shape this transformation. This role requires strategic vision and hands-on experience in building next-generation contact center platforms.

Key Responsibilities

Telephony System Design & Integration


+ Architect and optimize IVR applications, call routing logic, and queue management.

+ Lead SIP trunking setup, call transfer protocols (SIP refer/invite), and screen pop logic.

+ Design and implement integrations across platforms such as Cisco, Verint, Parloa, and Salesforce—spanning both on-premises and cloud environments.


Infrastructure & Reliability


+ Oversee carrier circuits, SIP routers, softphones (Finesse/Jabber), and disaster ...