[Remote] Remote IVR / Telephony Engineer – Contact Center
Note: The job is a remote job and is open to candidates in USA. ITCON Services is seeking a talented IVR / Telephony Engineer to support a high-profile federal program. The role involves designing, implementing, and maintaining advanced contact center and telephony solutions while ensuring operational reliability and exceptional customer service.
Responsibilities
- Design, configure, and maintain Interactive Voice Response (IVR) solutions and omnichannel routing workflows using Genesys platforms, including Genesys Cloud CX and Architect
- Develop and optimize call routing strategies, queue management, and customer interaction flows to improve performance and user experience
- Configure and maintain integrations between Genesys and enterprise platforms such as ServiceNow to support screen pops, automated case creation, and seamless data exchange
- Monitor and troubleshoot contact center performance, identifying opportunities to improve efficiency, scalability, and customer satisfaction
- Support SIP, VoIP, and telecommunications infrastructure to ensure reliable and uninterrupted service delivery
- Serve as a technical escalation point for complex telephony, routing, and voice quality issues
- Assist with continuity of operations planning, redundancy strategies, and system resiliency initiatives
- Leverage monitoring and diagnostic tools to proactively identify and resolve system issues
- Support secure telephony operations and help protect contact center systems from threats such as toll fraud and Telephony Denial of Service (TDoS) attacks
- Assist in maintaining compliance with federal security, accessibility, and telecommunications standards
- Collaborate with security and infrastructure teams to ensure the protection of sensitive communications and system integrity
Skills
- U.S. Citizenship required
- 3–5 years of hands-on experience in telecommunications, IVR development, contact center engineering, or CCaaS administration
- Experience configuring and supporting Genesys platforms, including Genesys Cloud CX, Genesys Engage, or PureConnect
- Strong understanding of VoIP technologies and protocols, including SIP and RTP
- Experience supporting API integrations and system interoperability
- Strong troubleshooting, analytical, and problem-solving skills
- Ability to work independently in a remote environment while collaborating effectively with cross-functional teams
- Experience integrating Genesys platforms with ServiceNow or other IT Service Management (ITSM) tools
- Genesys certifications such as Genesys Cloud Certified Professional
- Networking or telecommunications certifications such as CCNA
- Experience supporting federal government contact center environments
- Familiarity with telephony security concepts, including toll fraud prevention and TDoS mitigation
Company Overview