Engineer 3 - Telephony / Unified Communications

• Remote
• Education Bachelor's Degree or Certifications in Alvaria
• East or west coast candidates will be reviewed

• We are seeking an experienced Telephony / Unified Communications Engineer with a strong background in Noble/Alvaria contact center platforms.
• This role is responsible for the design, implementation, administration, and support of our enterprise contact center technology stack, ensuring reliable and scalable communications across the organization.
• The engineer will play a critical role in managing Noble/Alvaria CX suite components such as inbound/outbound dialers, IVRs, CTI integrations, workforce management, and reporting.

• Administer and maintain the Noble/Alvaria CX platform, including outbound/inbound dialers, campaign management, predictive dialing, IVR flows, and call routing.
• Configure and support Alvaria Workforce Engagement Management (WEM) for scheduling, forecasting, and adherence.
• Manage and optimize voice, chat, and omnichannel routing within Alvaria systems.
• Ensure proper operation of call recording, quality monitoring, and compliance features.

• Integrate Alvaria with CRM systems, ticketing tools, and workforce management platforms.
• Build and maintain custom reports, dashboards, and data feeds leveraging Alvaria Performance Center and reporting modules.
• Monitor and tune campaign KPIs (abandon rates, contact rates, SLA, average handle time, etc.) to maximize efficiency.
• Work with stakeholders to design call flows, IVR menus, and queue strategies aligned to business needs.

• Monitor telephony infrastructure for system health, latency, and call quality metrics.
• Lead troubleshooting of SIP signaling, trunking, call routing, and CTI integration issues.
• Perform upgrades, hotfixes, and patches on Alvaria/Noble components.
• Maintain system documentation, including call flow diagrams, configuration baselines, and runbooks.

• Partner with Network, Security, and Infrastructure teams to ensure secure and resilient voice services.
• Work closely with Contact Center Operations to implement campaign changes and workforce adjustments.
• Manage vendor escalations with Alvaria support and coordinate on issue resolution.

• 3–5+ years of experience supporting enterprise telephony or contact center platforms.
• Understanding of dial plan analysis, call routing best practices, skills-based routing, CTI, PBX components and functions, Call Detail Reporting, and Workforce Management System.
• Experience working with call recording technology, and demonstrated working knowledge of ACD, automated attendant and IVR technology.
• Preferred knowledge of data networking; VoIP, QoS; SIP and protocol analysis.
• Preferred experience within cloud solutions
• Excellent systems analysis, troubleshooting skills and critical thinking skills.
• Excellent oral and written communication skills and interpersonal skills required.
• Required to obtain necessary telecommunication certifications held in a classroom setting
• Experience in managing vendors and/or people a plus

• Associate degree preferred, or an equivalent combination of education and experience in an IT environment and/or Call Center environment.
• Noble/Alvaria (CX Suite, WEM, Performance Center) experience a plus.
• Creates, follows, and updates process documentation as needed
• Experience with other UC/Contact Center platforms (Avaya Aura, Cisco UCCE, Genesys, Microsoft Teams voice).
• Mobile device management and support
• Scripting or automation skills (PowerShell, Python, SQL stored procedures).
• Knowledge of workforce optimization and speech analytics solutions.
• Design, analyze and implement projects utilizing voice and data carrier infrastructure
• Documents configuration and monitors various aspects of voice and data network
• Tracks performance metrics related to voice and data network
• Provide reporting on problem tickets and SLAs

• Strong problem-solving skills and ability to work independently in high-pressure situations.
• Excellent communication skills to interface with business stakeholders, operations teams, and leadership.
• Detail-oriented with strong documentation and process discipline.

• Information technology at Liberator is highly dynamic. The Telecommunication Engineer is required to acquire and maintain a working knowledge of the Noble System environment.
• In order to develop and maintain this knowledge, the Telecommunications Engineer is required to attend regular meetings, business conferences and training activities.

Pavan.p@sunrisesys.com