[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

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