IVR / Telephony Engineer

• Design, configure, and maintain complex Interactive Voice Response (IVR) menus and omnichannel routing scripts using Genesys (Genesys Cloud CX / Architect) to support an estimated 700+ daily law enforcement calls.
• Configure dynamic routing and queue management within the Genesys environment to ensure the system scales on-demand, absorbing sudden call volume surges (e.g., during mass enforcement operations) without degrading the <1 minute wait time Service Level Agreement (SLA).
• Develop and maintain Computer Telephony Integration (CTI) between Genesys and ServiceNow, ensuring “single-pane-of-glass “ screen pops, automated case logging, and seamless data passing for call center operators.

1. Voice Security & Defense * Administer SecureLogix voice firewalls to analyze call signaling in real-time, detecting and blocking call flooding or Telephony Denial of Service (TDoS) attacks at the network edge before they impact operator availability. * Ensure all telephony operations comply with Client 4300A and Trusted Internet Connection (TIC) requirements, maintaining strict protection over Law Enforcement Sensitive (LES) communications.

2. Infrastructure & COOP Support * Support the technical configuration of redundant connectivity, including dual-carrier fiber paths and independent Tactical Communications (TACCOM) systems to ensure 100% uptime during commercial network failures. * Serve as the Tier 2/3 technical escalation point for SIP, VoIP, and telecom infrastructure issues, utilizing proactive monitoring tools to identify and resolve audio quality or routing anomalies.

• Citizenship: Must be a United States Citizen (Required by government contract).
• Experience: 3 to 5 years of hands-on experience in telecommunications, IVR development, or CCaaS administration.
• Platform Expertise: Demonstrated experience configuring and managing Genesys contact center solutions (Genesys Cloud CX, Genesys Engage, or PureConnect).
• Technical Knowledge: Strong understanding of VoIP protocols (SIP, RTP), telecom networking, and API integrations (REST/SOAP).
• Security Mindset: Familiarity with telephony security concepts, including defending against toll fraud and TDoS attacks., * Experience integrating Genesys platforms with IT Service Management (ITSM) tools like ServiceNow.
• Certifications in Genesys (e.g., Genesys Cloud Certified Professional) or general networking (CCNA Collaboration).
• Previous experience supporting Client, ICE, or other federal law enforcement telephony environments.

Pulled from the full job description

• Referral program
• Tuition reimbursement
• Health insurance
• Paid time off
• Dental insurance
• Life insurance, * Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Tuition reimbursement