Telephony Engineer

Job Overview

Level Up talent solutions is looking for an experienced Contact Center Telephony & Virtual Agent Engineer to manage, optimize, and modernize our Zoom Contact Center environment. This role will serve as the primary administrator for contact center telephony operations, responsible for improving customer experience, enhancing IVR workflows, optimizing call routing, and implementing intelligent virtual agent capabilities.

The ideal candidate has strong expertise in Zoom Contact Center, Zoom Phone, VoIP/SIP telephony, IVR design, and contact center operations, with hands-on experience troubleshooting production issues and supporting enterprise-scale contact center environments.

Key Responsibilities

• Administer, configure, and optimize Zoom Contact Center and Zoom Phone platforms

• Manage call routing, queues, dial plans, agent groups, call recording, reporting, and telephony configurations

• Design, implement, and enhance IVR workflows and customer self-service solutions

• Develop and maintain virtual agent and conversational AI capabilities

• Configure intelligent call routing and seamless escalation from virtual agents to live agents

• Troubleshoot telephony and contact center issues, including SIP, VoIP, call quality, dropped calls, latency, routing failures, and dialer-related concerns

• Perform root cause analysis and coordinate with vendors, service providers, and internal teams to resolve issues

• Support integrations between Zoom Contact Center and enterprise applications such as CRM systems, servicing platforms, loan origination systems (LOS), and knowledge management solutions

• Monitor platform performance and recommend operational improvements and automation opportunities

• Manage platform upgrades, patches, system enhancements, and ongoing maintenance activities

• Document configurations, processes, troubleshooting procedures, and operational standards

• Collaborate with business stakeholders, operations teams, and technology teams to improve customer experience and platform efficiency

Required Qualifications

• Minimum of 5 years of experience in Contact Center Engineering, Telephony Engineering, Voice Engineering, or related roles

• At least 5 years of relevant experience administering contact center platforms

• Hands-on experience with Zoom Contact Center, Zoom Phone, or similar CCaaS/contact center solutions

• Strong knowledge of VoIP, SIP protocols, IVR design, call routing, telephony infrastructure, and contact center operations

• Experience implementing or supporting Virtual Agents, Conversational AI, chatbots, or AI-powered IVR solutions

• Strong troubleshooting and production support experience in enterprise contact center environments

• Experience working with one or more contact center platforms such as Genesys, Five9, Cisco, Avaya, or Amazon Connect

• Excellent analytical, problem-solving, and troubleshooting skills

• Strong verbal and written communication skills

• Ability to work independently in a remote environment and collaborate across cross-functional teams

Why Join Us?

• Fully remote work setup

• Opportunity to work on modern contact center and AI-driven customer experience technologies

• Exposure to enterprise-scale telephony and cloud contact center environments

• Collaborative and innovative technology team focused on continuous improvement