Greetings from LanceSoft
Location: Manila
Remote Setup
Permanent Role
Role: Telephony Engineer
Position Summary
We are seeking a hands-on Contact Center Telephony & Virtual Agent Engineer to own, optimize, and modernize our Zoom Contact Center platform. This role will serve as the primary telephony administrator responsible for improving call center operations, enhancing IVR/customer call flows, and implementing intelligent virtual agent capabilities.
The ideal candidate will have strong experience in contact center platforms, VoIP/SIP telephony, IVR design, and operational troubleshooting, along with exposure to conversational AI and virtual agent technologies.
Key Responsibilities
- Administer and optimize Zoom Phone and Zoom Contact Center platforms.
- Configure and manage:
- call routing,
- queues,
- dial plans,
- IVR workflows,
- agent groups,
- call recording,
- and reporting.
- Redesign and modernize existing IVR and customer self-service workflows.
- Implement and maintain virtual agent / conversational AI capabilities.
- Configure intelligent call routing and seamless handoff between virtual agents and live agents.
- Troubleshoot telephony and contact-center issues including:
- SIP/VoIP,
- call quality,
- dropped calls,
- routing failures,
- latency,
- and dialer issues.
- Perform root cause analysis and coordinate with vendors/providers as needed.
- Support integrations between Zoom Contact Center and enterprise systems such as CRM, servicing systems, LOS, and knowledge management platforms.
- Manage platform upgrades, patches, and operational enhancements.
Required Skills
- 5+ years of experience in Contact Center / Telephony Engineering.
- Hands-on experience with:
- Zoom Contact Center,
- Zoom Phone,
- or similar CCaaS/contact center platforms.
- Strong knowledge of:
- VoIP,
- SIP,
- IVR,
- call routing,
- and telephony operations.
- Experience with Virtual Agents / Conversational AI / AI-enabled IVR solutions.
- Strong troubleshooting and production support experience.
- Experience with contact-center platforms such as:
- Genesys,
- Five9,
- Cisco,
- Avaya,
- Amazon Connect (preferred).
- Knowledge of APIs, integrations, Python, or JavaScript is a plus.
