Genesys & RingCentral Voice Engineer

Job Description

About the Role:

We are seeking a highly skilled Genesys and RingCentral Voice Engineer with 5+ years of experience supporting enterprise voice and contact center environments. Expertise to manage, support and optimize enterprise voice and contact center solutions. The ideal candidate will possess deep expertise in cloud telephony, contact center technologies, VoIP infrastructure, SIP integrations, and voice troubleshooting in large-scale enterprise environments.

Key Responsibilities

• Administer, support, and troubleshoot Genesys CX and RingCentral platforms.
• Manage enterprise VoIP and contact center solutions, ensuring high availability and performance.
• Configure and troubleshoot SIP trunking, call routing, dial plans, IVR, queues, and agent telephony services.
• Perform root cause analysis for voice quality, call connectivity, and telephony integration issues.
• Support network-related voice functions including QoS, VLAN configurations, and voice device connectivity.
• Troubleshoot AudioCodes gateways, Polycom phones, wireless voice devices, Zebra devices, and Spectralink handsets.
• Collaborate with network, infrastructure, and contact center teams to improve service reliability and user experience.
• Maintain technical documentation and implement best practices for voice operations.
  
  

Required Qualifications

• Strong hands-on experience with Genesys CX and RingCentral administration, configuration, and troubleshooting.
• Experience with SIP trunking, call flows, IVR design, routing strategies, and contact center integrations.
• Hands-on experience with AudioCodes devices, VoIP technologies, and voice gateways.
• Experience with VLAN configurations, QoS, MAC/IP binding, and network troubleshooting for voice services.
• Strong understanding of voice infrastructure, telephony protocols, and incident management.
• Excellent communication, documentation and problem-solving skills.
  
  

Preferred Qualifications

• Experience with Cisco Unified Communications (CUCM), Infoblox, or Efficient IP.
• Experience with cloud voice platforms such as Microsoft Teams Voice, Webex Calling, or Zoom Phone.
• Relevant certifications in Genesys, RingCentral, Cisco Collaboration, or Voice Technologies.