Network Voice Engineer
Remote | 2-Year Contract
We are seeking a Network Voice Engineer to support and maintain enterprise Genesys contact center environments. This role will focus on troubleshooting voice platforms, supporting IVR applications, resolving telephony issues, and ensuring high availability of customer interaction systems.
Key Responsibilities:
Provide L2/L3 support for Genesys voice platforms
Troubleshoot SIP/VoIP issues, call failures, and voice quality concerns
Support Genesys components including Config Server, URS, GVP, and SIP Server
Monitor system health and perform root cause analysis for incidents and outages
Support IVR applications, call flows, deployments, and upgrades
Follow ITIL processes for incident, problem, and change management
Utilize tools such as Splunk, ServiceNow, CCPulse, and Grafana for monitoring and troubleshooting
Collaborate with network, application, and business teams to resolve issues
Required Qualifications:
38 years of experience supporting contact center technologies
Hands-on experience with Genesys Engage and/or Genesys Cloud (PureCloud)
Strong knowledge of SIP, VoIP, and TCP/IP networking
Experience with Linux and Windows administration
Ability to analyze logs and write SQL queries for troubleshooting
Strong communication and problem-solving skills
If you have experience supporting enterprise Genesys voice environments and enjoy solving complex telephony and contact center issues, I'd love to connect.
HOUIT41