Telecom Engineer 3 at Sunward Federal Credit Union – Albuquerque, New Mexico

Summary

The Senior Telecom Engineer / Genesys Cloud (Level 3) is responsible for the design, implementation, optimization, and operational support of the organization’s enterprise voice and contact center platforms. This role provides technical leadership and Tier 3 escalation support for Genesys Cloud CX, VoIP and SIP based telephony, IVRs and voice bots, and carrier integrations.

This position partners closely with IT, operations, and business stakeholders to deliver reliable, scalable, and high quality customer communication solutions, while establishing standards, best practices, and continuous improvements across telecom and contact center services.

Essential Functions

Architecture & Design

• Design and maintain end to end Genesys Cloud CX architectures, including queues, routing strategies, Architect call flows, IVRs, schedules, and voice bots.
• Architect and optimize VoIP and SIP based telecom solutions, including SBCs, carrier connectivity, call routing, failover, and redundancy.
• Translate business and customer experience requirements into scalable, maintainable call flow and routing designs.
• Evaluate new Genesys Cloud features and enhancements; recommend adoption aligned to organizational goals and platform best practices.

Implementation & Engineering

• Build, configure, and maintain Genesys Architect call flows, inbound and outbound routing logic, and call handling strategies.
• Engineer and support SIP trunking, DID management, SBC configuration, and call quality optimization.
• Support integration efforts using Genesys Cloud APIs, webhooks, and related services.
• Participate in system upgrades, testing, UAT, and production releases.

Operations, Support & Escalation

• Serve as Tier 3 escalation point for telecom and contact center issues, including routing failures, IVR defects, call quality problems, and carrier incidents.
• Perform root cause analysis and lead technical remediation for complex or recurring issues.
• Coordinate with carriers, vendors, and internal infrastructure teams to resolve telecom related incidents.
• Participate in on call rotation to support critical voice and contact center systems outside of standard business hours.

Governance, Documentation & Continuous Improvement

• Develop and maintain architectural diagrams, configuration standards, operational procedures, and system documentation.
• Establish and enforce Genesys Cloud and telecom engineering best practices.
• Identify process inefficiencies and recommend improvements to systems, workflows, and service delivery.
• Ensure telecom and contact center solutions align with security, compliance, and regulatory requirements.

Qualifications

Experience

• 5+ years of experience in telecom engineering, VoIP, or contact center platforms.
• Experience supporting enterprise or multi site contact center environments.
• Experience designing and supporting voice bots or automated call flows preferred.
• Experience working directly with telecom carriers and number porting processes preferred.

Education

• Bachelor’s degree in IT or other related field or equivalent combination of relevant work experience, certifications, or coursework.
• Genesys Cloud certifications (Architect, Voice, or CX disciplines) preferred.

Knowledge

• Demonstrated expertise with Genesys Cloud CX, including Architect, call routing, IVRs, and voice integrations.
• Advanced knowledge of telecommunications technologies, including SIP, RTP, SBCs, DID provisioning, and troubleshooting tools.
• Familiarity with workforce engagement, analytics, or reporting tools preferred.

Skills/Abilities

• Strong analytical and problem solving skills with the ability to resolve complex technical issues.
• Strong written and verbal communication skills, with the ability to explain technical concepts to non technical stakeholders.
• Proven ability to work independently and as a technical leader within a team environment.
• Excellent organizational and time management skills; able to manage multiple priorities simultaneously.
• Collaborative, proactive, and improvement focused mindset.
• Demonstrated ability to anticipate issues, assess risk, and proactively implement solutions.
• Strong influencing skills; able to build alignment and support for technical recommendations.

Physical Requirements/Work Environment

• Primarily works in an office or hybrid remote (home office) environment with standard office equipment.
• Requires the ability to sit for extended periods of time while working at a computer.
• Regular use of a computer, keyboard, mouse, and multiple monitors for extended durations.
• Frequent verbal and written communication via phone, video conferencing, and collaboration tools.
• Ability to read, analyze, and interpret technical documentation, diagrams, dashboards, and reports.
• Occasional standing, walking, bending, or reaching may be required.
• May require occasional lifting or moving of equipment or materials up to 25 pounds.
• Ability to maintain focus and productivity while responding to time-sensitive or high-priority incidents.
• May be required to participate in on-call rotation or work outside of standard business hours as needed to support critical systems.
• May require occasional travel to branch locations or other facilities for on-site troubleshooting and system support, as well as travel for meetings, training, or vendor engagements.