Platform Engineer, Specialist

About This Role

This role involves building and improving global voice and contact center platforms using Microsoft Teams Voice and Genesys Cloud, guiding how employees and clients connect. It requires engineering and architectural work, operations and support, and collaboration with various teams to ensure stable and reliable communication systems.

Responsibilities

• Build and improve enterprise voice capabilities using Microsoft Teams Voice or Genesys Cloud
• Design and maintain call routing, dial plans, and Ribbon SBC configurations
• Connect platforms with CRM systems, ServiceNow, AWS services, and carrier networks
• Support cloud migration and modernization projects, including Operator Connect or AWS based workloads
• Work with routing logic such as toll-free routing, PSX policy routing, and SIPREC
• Manage Teams Phone System, Genesys Cloud settings, SIP trunks, and Ribbon SBC environments
• Monitor call quality, system health, and performance and respond to issues quickly
• Troubleshoot SIP, RTP, carrier connectivity, and end to end call flows
• Ensure the stability, reliability, and security of voice and contact center platforms
• Maintain documentation of call flows, SBC topology, routing diagrams, and operational processes

Requirements

• Minimum of five years related work experience (Enterprise Telephony, Contact Center Solutions, or Unified Communications)
• In-depth knowledge of Microsoft Teams voice capabilities, including Direct Routing, Calling Plans, Audio Conferencing, and Phone System
• AWS background with knowledge of deploying apps using CI/CD pipeline and GitHub
• Strong understanding of SIP, RTP, TCP IP, DNS
• Experience building and troubleshooting Ribbon SBC policies, routes, and trunks

Qualifications

• A bachelor’s degree in a related field or equivalent professional experience
• Minimum of five years related work experience (Enterprise Telephony, Contact Center Solutions, or Unified Communications)

Nice to Have

• Certifications in Microsoft Teams Voice, Genesys Cloud, networking, cloud, or security
• Hands on experience with Ribbon SBC advanced features or migration programs such as RAMP to AWS
• Experience with SBC routing logic, cloud migration, dashboards, or script-based automation

Skills

* Required skills