Telephony Engineer

Job Overview:

Level Up Talent Solutions is hiring a Contact Center Telephony & Virtual Agent Engineer for a client seeking an experienced professional to manage and optimize its Zoom Contact Center platform. This role is ideal for someone with a strong background in telephony engineering, IVR design, VoIP/SIP technologies, and AI-powered virtual agents who can help enhance customer experience and improve contact center operations.

Key Responsibilities:

• Administer and optimize Zoom Contact Center and Zoom Phone.
• Configure IVRs, call routing, queues, dial plans, and reporting.
• Design and improve customer self-service and call flows.
• Implement and support Virtual Agent / Conversational AI solutions.
• Troubleshoot VoIP, SIP, routing, call quality, and telephony issues.
• Support platform integrations, upgrades, and operational improvements.

Qualifications:

• At least 3 years of experience in Contact Center or Telephony Engineering.
• Hands-on experience with Zoom Contact Center or similar CCaaS platforms.
• Strong knowledge of VoIP, SIP, IVR, and telephony administration.
• Experience with Virtual Agents or Conversational AI solutions.
• Background in Genesys, Cisco, Five9, Avaya, or Amazon Connect is an advantage.
• Knowledge of Python, JavaScript, or APIs is a plus.

Work Location: Cebu or Manila

Work Set-up: On-site

Shift: General/Mid Shift (8:00 AM – 12:00 PM EST Coverage)