Network Engineer IV – Sr. Contact Center Voice Engineer
Location: Atlanta, GA
Contract : 3 Years
Client- Georgia Power
Job Summary
We are seeking an experienced Network Engineer IV / Sr. Contact Center Voice Engineer to support enterprise voice, VoIP, and contact center technologies. This role will focus on engineering, configuring, supporting, and managing contact center solutions across both on-premises and cloud-based environments.
The ideal candidate will have strong hands-on experience with enterprise PBX, CCaaS platforms, VoIP, SIP, SBCs, call routing, IVR, cloud migration, scripting, and API integrations. This role will support a voice infrastructure transformation involving cloud technology, automation, AI-enabled voice solutions, and modern contact center platforms.
Key Responsibilities
- Engineer, configure, maintain, and support enterprise contact center and voice technologies.
- Support on-premises and cloud-based contact center platforms.
- Assist with implementation of new voice features, integrations, automation, and cloud technologies.
- Troubleshoot and resolve VoIP, telephony, SIP, SBC, circuit, and routing issues.
- Support systems including Avaya, Cisco, Zoom, Webex, Microsoft Teams, Five9, and related platforms.
- Manage voice moves, adds, and changes, including remote agents, programming, routing, and design updates.
- Participate in planning, design, implementation, and management of voice and contact center projects.
- Support new locations, customer onboarding, and deployment of new technologies.
- Maintain documentation for telecommunications systems, call routing, toll-free numbers, trunking, and circuits.
- Provide support for system patching, hardening, upgrades, testing, and break/fix remediation.
- Collaborate with IT teams including Application Services, VM, Compute, Field Operations, Network Services, and Telecom.
- Work with vendors to resolve issues, manage escalations, and support technology strategy.
- Train call center personnel on routine system administration and maintenance.
- Participate in on-call rotation and serve as lead engineer when needed.
Required Qualifications
- 10+ years of relevant technical experience in contact center, VoIP, telecom, or network engineering.
- Bachelor’s degree in Computer Science, Engineering, or a related field preferred.
- Hands-on experience supporting enterprise PBX and CCaaS systems.
- Strong experience with contact center administration and support.
- Strong understanding of VoIP and telecom protocols including:
- Experience troubleshooting SBCs, SIP trunks, circuits, and telephony routing issues.
- Experience with Avaya and Cisco on-premises voice solutions.
- Working knowledge of Windows, Linux, virtual machines, and ESXi hosts.
- Experience with dial plans, call routing, translation patterns, voicemail, recording, and monitoring.
- Ability to manage multiple priorities, meet deadlines, and deliver on customer commitments.
- Strong communication, documentation, vendor management, and troubleshooting skills.
- Ability to work effectively in a team environment and collaborate across IT organizations.
Preferred Qualifications
- Experience with cloud-based contact center platforms and CCaaS technologies.
- Experience with Zoom Contact Center administration.
- Experience with Five9, Webex Contact Center, Microsoft Teams, and cloud integrations.
- Working knowledge of Session Border Controllers such as Avaya and/or Oracle SBCs.
- Familiarity with VDNs, vectors, variables, route trees, and IVR programming.
- Experience with call recording, workforce management, and reporting solutions.
- Experience with AI speech, natural language IVR, AI implementation, and automation.
- Experience with APIs, JSON, webhooks, and scripting such as Python.
- Experience building contact center menus, IVR flows, automation, and integration workflows.
- Knowledge of telephony security concepts and best practices.
Key Skills
VoIP, SIP, RTP, RTCP, PBX, CCaaS, Contact Center Engineering, Avaya, Cisco, Zoom, Webex, Microsoft Teams, Five9, SBC, IVR, VDN, Vectoring, Call Routing, Dial Plans, API Integration, JSON, Webhooks, Python, Windows, Linux, VMware, ESXi, Cloud Migration, AI Voice Technology, Vendor Management, Troubleshooting.
Ideal Candidate
The ideal candidate is a senior-level voice and contact center engineer with strong technical depth in VoIP, PBX, CCaaS, SIP, SBCs, cloud contact center platforms, and enterprise telecom systems. This person should be comfortable troubleshooting complex voice issues, supporting cloud migration initiatives, collaborating across IT teams, and helping modernize contact center technology through automation, scripting, and AI-enabled solutions.