[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.ResponsibilitiesDesign, configure, and maintain Interactive Voice Response (IVR) solutions and omnichannel routing workflows using Genesys platforms, including Genesys Cloud CX and ArchitectDevelop and optimize call routing strategies, queue management, and customer interaction flows to improve performance and user experienceConfigure and maintain integrations between Genesys and enterprise platforms such as ServiceNow to support screen pops, automated case creation, and seamless data exchangeMonitor and troubleshoot contact center performance, identifying opportunities to improve efficiency, scalability, and customer satisfactionSupport SIP, VoIP, and telecommunications infrastructure to ensure reliable and uninterrupted service deliveryServe as a technical escalation point for complex telephony, routing, and voice quality issuesAssist with continuity of operations planning, redundancy strategies, and system resiliency initiativesLeverage monitoring and diagnostic tools to proactively identify and resolve system issuesSupport secure telephony operations and help protect contact center systems from threats such as toll fraud and Telephony Denial of Service (TDoS) attacksAssist in maintaining compliance with federal security, accessibility, and telecommunications standardsCollaborate with security and infrastructure teams to ensure the protection of sensitive communications and system integritySkillsU.S. Citizenship required3–5 years of hands-on experience in telecommunications, IVR development, contact center engineering, or CCaaS administrationExperience configuring and supporting Genesys platforms, including Genesys Cloud CX, Genesys Engage, or PureConnectStrong understanding of VoIP technologies and protocols, including SIP and RTPExperience supporting API integrations and system interoperabilityStrong troubleshooting, analytical, and problem-solving skillsAbility to work independently in a remote environment while collaborating effectively with cross-functional teamsExperience integrating Genesys platforms with ServiceNow or other IT Service Management (ITSM) toolsGenesys certifications such as Genesys Cloud Certified ProfessionalNetworking or telecommunications certifications such as CCNAExperience supporting federal government contact center environmentsFamiliarity with telephony security concepts, including toll fraud prevention and TDoS mitigationCompany OverviewITCON Services is a consulting firm that helps with innovative technology and management solutions. It was founded in 2008, and is headquartered in Washington, District of Columbia, USA, with a workforce of 51-200 employees. Its website is https://itcon-inc.com/.