Senior Telephony Engineer

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Senior Telephony Engineer in the United States.

This role sits at the core of a high-volume customer contact ecosystem, ensuring that voice and contact center platforms operate with maximum reliability, scalability, and performance. You will design and optimize complex telephony architectures that power critical customer interactions across multiple channels and business units. Working in a fast-paced production environment, you will lead the evolution of call routing, IVR systems, and outbound dialing strategies while supporting real-time operations. You will partner closely with engineering, operations, compliance, and vendor teams to ensure seamless integrations across CCaaS platforms and CRM systems. This position combines deep technical ownership with cross-functional influence, making it ideal for someone who thrives in mission-critical voice environments. You will also act as a subject matter expert guiding best practices and continuous improvement across telephony systems and customer experience workflows.

Accountabilities:

In this role, you will be responsible for the design, administration, optimization, and ongoing reliability of enterprise contact center and telephony systems supporting high-volume customer operations. You will ensure voice infrastructure performance, integrate platforms, and lead incident resolution efforts while driving improvements in scalability, automation, and customer experience.

• Design, configure, and maintain contact center systems including IVR flows, routing logic, queues, call recording, and reporting capabilities
• Administer and enhance CCaaS platforms such as Amazon Connect, Five9, and Salesforce Service Cloud Voice
• Develop and support integrations between telephony systems, CRM platforms, workforce management tools, and analytics solutions
• Optimize outbound dialing strategies, compliance controls, and high-volume campaign performance
• Lead troubleshooting and resolution of complex production incidents affecting voice infrastructure and customer interactions
• Define architecture standards, documentation practices, and operational procedures for telephony systems
• Implement monitoring and observability practices to ensure system reliability and performance
• Provide technical guidance and recommendations on platform scalability, improvements, and modernization initiatives

Requirements:

This role requires extensive hands-on experience in contact center engineering, strong CCaaS platform expertise, and the ability to operate in high-availability production environments. The ideal candidate combines deep technical knowledge with strong communication and cross-functional collaboration skills.

• 7+ years of experience in telephony or contact center engineering supporting live, high-volume production environments
• Strong hands-on experience with CCaaS platforms such as Amazon Connect, Five9, or Salesforce Service Cloud Voice
• Experience designing complex IVRs, contact flows, and skills-based routing systems
• Proficiency with outbound dialing systems, compliance controls, and large-scale campaign management
• Strong scripting and automation skills in Python, Node.js, or similar, with experience using APIs and webhooks
• Experience building and maintaining integrations between telephony platforms, CRM systems, and analytics tools
• Familiarity with AWS services such as Lambda and observability tools like Datadog, Splunk, or CloudWatch
• Strong incident response and troubleshooting skills in mission-critical voice environments
• Excellent communication skills and ability to work across technical, operational, and leadership teams
• Experience with Salesforce administration concepts (Flows, Omni-Channel, Service Cloud) is a strong plus

Benefits:

• Competitive salary range aligned with experience and location
• Comprehensive medical, dental, and vision coverage
• 401(k) with company match
• Paid holidays, vacation, sick leave, and volunteer time off
• 12 weeks of paid parental leave
• Life insurance coverage at no cost
• Wellness and employee incentive programs
• Pre-tax transit and voluntary benefits options
• Pet insurance discounts and additional employee perks
• Strong focus on mentorship, career development, and internal mobility
• Recognized certified Great Place to Work® environment

How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best! Why Apply Through Jobgether? Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time. #LI-CL1