Job Description

Roles & Responsibilities

Role Summary We are seeking an expert Senior Unified Communications Engineer to manage a complex, multi-vendor voice ecosystem. The primary focus of this role is the engineering and support of our Genesys PureConnect contact center as it transitions from a traditional On-Premises deployment to a Hybrid deployment model. You will act as the internal technical lead supporting a 3rd-party vendor during this critical migration, ensuring operational stability of the existing environment—including the Verba (Verint) recording solution. Additionally, you will manage Cisco CUCM for desk telephony and oversee high-end AV integrations (Q-SYS) within Microsoft Teams.

Key Domains & Responsibilities

1. Genesys PureConnect (Migration & Hybrid Architecture)

2. Verba (Verint) Management & Decommissioning

3. Microsoft Teams & Q-SYS (Video & AV)

4. Cisco Unified Communications (CUCM)

5. Core Voice & Network Engineering

Required Skills & Qualifications

• Experience: 7+ years in Voice/UC Engineering with specific focus on Contact Centers.

• Core Technical Stack:

  • Expert: Genesys PureConnect (Architecture, Handlers, Hybrid deployment concepts).

  • Expert: Microsoft Teams Rooms (MTR) & Q-SYS Audio/Video integration.

  • Strong: Cisco CUCM (Call Manager).

  • Strong: SIP Signaling & Network troubleshooting.

• Project Experience: Proven experience acting as a technical lead during major telephony platform migrations (On-Prem to Cloud/Hybrid).

Desired Candidate Profile

Preferred Certifications

• Genesys: PureConnect Certified Engineer (ICCE).

• Microsoft: Microsoft 365 Certified: Teams Voice Engineer Expert (MS-720).

• Q-SYS: Q-SYS Level 2 Certification.

• Cisco: CCNP Collaboration.