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Network Voice Engineer

Burnett Specialists

Remote, TX(remote)

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JOB DETAILS
SKILLS
Analysis Skills, Call Center Telephony, Call Centers, Change Management, Cloud Computing, Communication Skills, Customer Relations, Genesys Solutions, High Availability, ITIL (IT Infrastructure Library), Identify Issues, Linux Administration, Microsoft Windows System Administration, Problem Solving Skills, Root Cause Analysis, SIP (Session Initiation Protocol), SQL (Structured Query Language), ServiceNow, Software Administration, Splunk, TCP/IP (Transmission Control Protocol/Internet Protocol), Telephony, VoIP (Voice over IP), Voice Response Systems
LOCATION
Remote, TX
POSTED
14 days ago

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:
• 3–8 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

About the Company

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Burnett Specialists

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