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Genesys Voice Engineer

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Job Summary

Location: Hybrid - Philadelphia and Remote
Type: Full time

Job Description

mPower seeks a detail-oriented IT Telecommunication Systems Engineer to work with our client’s enterprise team.  The Genesys Voice Engineer will support and help grow the client’s Contact Center technologies across the enterprise.  This includes IVR and ACD systems using VoIP technology.

The Systems Engineer analyzes and designs technical solutions to address business needs. They will identify, investigate, and propose solutions to technical problems and will provide technical support and maintenance for existing and new telecommunications services. The EVS Engineer will works on moderate to complex projects as a team member.

Responsibilities of the Genesys Voice Engineer:

  • Evaluate, design, and maintain existing or proposed contact center, IVR and session border communication systems.
  • Contributes to the development of new theories and methods
  • Analyzes the needs of the user community and recommends solutions.
  • Prepares detailed specifications and flowcharts for implementation of new internal programs or modifications to vendor software.
  • Coordinates installation of hardware and software configurations.
  • Maintains contacts with vendors of telecommunications equipment and services regarding enhancements to or replacements for existing services and products.
  • Supports the management and communication regarding system performance and reliability for voice and video components.
  • Responsible for benchmarking, analyses, reporting on and recommendations for telecommunications systems, and systems management software to meet functional and non-functional system requirements.
  • Serves as a liaison to other support groups and internal customers.
  • Other duties as assigned


  • Experience with Genesys on-premises contact center software – architecture and framework.
  • Experience with Session Border Controller systems and practices – familiarity with Oracle helpful
  • Session Initiation Protocol (SIP) experience including carrier SIP Trunking
  • Requires experience with call center solutions
  • Experience with Cisco Call Manager
  • Experience with one or more VoIP monitoring solutions
  • Proven analytical and problem-solving abilities
  • Strong knowledge of LAN/WAN technologies, QoS, Firewalls and IP troubleshooting
  • Bachelor´s and 4 years of directly related experience. A combination of education & experience may meet requirements.
  • Please consider applying even if you feel you do not meet 100% of the requirements.

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