Contact Center Telephony Engineer (Zoom Contact Center)

This is a remote position.

Job Overview

Level Up talent solutions is looking for an experienced Contact Center Telephony & Virtual Agent Engineer to manage optimize and modernize our Zoom Contact Center environment. This role will serve as the primary administrator for contact center telephony operations responsible for improving customer experience enhancing IVR workflows optimizing call routing and implementing intelligent virtual agent capabilities.

The ideal candidate has strong expertise in Zoom Contact Center Zoom Phone VoIP/SIP telephony IVR design and contact center operations with hands-on experience troubleshooting production issues and supporting enterprise-scale contact center environments.

Key Responsibilities

Administer configure and optimize Zoom Contact Center and Zoom Phone platforms
Manage call routing queues dial plans agent groups call recording reporting and telephony configurations
Design implement and enhance IVR workflows and customer self-service solutions
Develop and maintain virtual agent and conversational AI capabilities
Configure intelligent call routing and seamless escalation from virtual agents to live agents
Troubleshoot telephony and contact center issues including SIP VoIP call quality dropped calls latency routing failures and dialer-related concerns
Perform root cause analysis and coordinate with vendors service providers and internal teams to resolve issues
Support integrations between Zoom Contact Center and enterprise applications such as CRM systems servicing platforms loan origination systems (LOS) and knowledge management solutions
Monitor platform performance and recommend operational improvements and automation opportunities
Manage platform upgrades patches system enhancements and ongoing maintenance activities
Document configurations processes troubleshooting procedures and operational standards
Collaborate with business stakeholders operations teams and technology teams to improve customer experience and platform efficiency.

Required Qualifications

Minimum of 5 years of experience in Contact Center Engineering Telephony Engineering Voice Engineering or related roles
At least 5 years of relevant experience administering contact center platforms
Hands-on experience with Zoom Contact Center Zoom Phone or similar CCaaS/contact center solutions
Strong knowledge of VoIP SIP protocols IVR design call routing telephony infrastructure and contact center operations
Experience implementing or supporting Virtual Agents Conversational AI chatbots or AI-powered IVR solutions
Strong troubleshooting and production support experience in enterprise contact center environments
Experience working with one or more contact center platforms such as Genesys Five9 Cisco Avaya or Amazon Connect
Excellent analytical problem-solving and troubleshooting skills
Strong verbal and written communication skills
Ability to work independently in a remote environment and collaborate across cross-functional teams