Contact Center and UC Engineer

About the CompanyInteractive Brokers Group, Inc. (NASDAQ: IBKR), a member of the S&P 500, is a global financial services company headquartered in Greenwich, Connecticut, with offices in over 15 countries. Through its affiliates, Interactive Brokers provides automated trade execution and custody of securities, commodities, foreign exchange, and prediction markets on over 170 markets in numerous countries and currencies.For more than four decades, Interactive Brokers has focused on technology, automation, and innovation to provide clients worldwide with a sophisticated, unified platform to manage their investment portfolios. We serve individual investors, hedge funds, proprietary trading groups, financial advisors, and introducing brokers.Our culture is driven by problem-solving, efficiency, and continuous improvement. We look for individuals who are intellectually curious, collaborative, and motivated to contribute to technology that helps simplify and enhance access to global financial markets. Interactive Brokers has consistently been recognized as a top broker by respected industry sources including Barron’s, Investopedia, Stockbrokers.com, and others.This is Hybrid role (4 days in office /1 day remote)About your Team:We are seeking an experienced Contact Center & UC Engineer to join our Voice Services team. This role is responsible for the administration, support, and continuous improvement of IBKRs global contact center platform and unified communications infrastructure. The ideal candidate brings hands-on expertise in Genesys Cloud, Microsoft Teams telephony, and voice gateway technologies, and is comfortable working independently in a fast-paced financial services environment.This position plays a key role in supporting the multi-location global contact center and a broad set of voice and messaging services used across the organization.Key ResponsibilitiesContact Center Administration & EngineeringAdminister, configure, and support the Genesys Cloud contact center platform across multiple locations and business unitsMonitor contact center performance, troubleshoot issues, and ensure high availabilityManage incidents and support escalations internally and with the vendorDesign, develop, and maintain IVR call flows, queues, routing strategies, and dial plansCollaborate with business stakeholders to translate call handling requirements into technical configurationsSupport ongoing platform upgrades, integrations, and feature rolloutsUnified Communications & Microsoft Teams TelephonyAdminister and support Microsoft Teams Phone services including Direct Routing and Operator ConnectMaintain Teams telephony dial plans, voice policies, and number managementSupport UC-related incidents and service requests across the organizationSBC & Voice InfrastructureMaintain, configure, and support AudioCodes and Ribbon Session Border Controllers (SBCs)Manage SIP trunks, call routing, and gateway configurationsPerform firmware upgrades, health monitoring, and capacity planning for SBC infrastructureTroubleshoot SIP signaling, call quality, and interoperability issues between voice platformsSpecialty & Legacy Voice ServicesAdminister and support the Cloud9 specialty trading turret/phone systemManage fax services, including DID numbers, analog adapters (ATAs), and fax-to-email integrationsEnsure continuity and reliability of legacy and specialty voice servicesMessaging & SMS ServicesSupport and analyze international SMS API services for business communicationsMonitor SMS delivery rates, troubleshoot delivery failures, and liaise with SMS service providersManage Sender ID registration processes and related regulatory documentation and paperwork across multiple countries/regionsScripting, Reporting & AnalyticsDevelop scripts to automate routine administrative tasks and improve operational efficiency (PowerShell, Python, or similar)Build and maintain reports and dashboards using Microsoft Excel and SQL to support contact center performance analysis and capacity planningQuery and analyze call data, CDRs, and platform logs to identify trends and support business decisionsRequired QualificationsBachelors degree in Information Technology, Computer Science, Telecommunications, or a related fieldMinimum 5 years of hands-on experience in contact center administration, unified communications, or voice engineeringProven experience with Genesys Cloud (administration, IVR/flow development, routing)Experience with IVR design and development, including call flow logic and best practicesHands-on experience with Microsoft Teams Phone, Direct Routing, and/or Operator Connect, or similar technologiesExperience with SBC administration (AudioCodes and/or Ribbon preferred)Strong understanding of SIP, RTP, and VoIP protocolsProficiency in scripting (PowerShell, Python, or equivalent) for task automationProficiency in Microsoft Excel (pivot tables, advanced formulas, data analysis)Working knowledge of SQL for querying and reporting on voice/contact center dataAbility to work independently and manage multiple priorities in a dynamic environmentStrong troubleshooting and analytical skills with attention to detailExcellent written and verbal communication skillsPreferred QualificationsExperience with contact center Workforce Management and Quality Assurance productsExperience with Cloud9 trading turret/communications platformFamiliarity with international SMS regulations, Sender ID registration, and A2P messaging complianceExperience supporting fax infrastructure (ATAs, fax-to-email, DID management)Genesys Cloud certifications (e.g., Genesys Cloud CX Certified Associate or Professional)Microsoft Teams certifications (e.g., MS-700 Managing Microsoft Teams)Experience in the financial services industry or other highly regulated environmentsFamiliarity with ITIL practices and service management frameworksExperience working in a global, multi-site environment.Company Benefits & PerksCompetitive salary, annual performance-based bonus, and stock grant awards401(k) retirement plan with competitive company matchExcellent health and wellness benefits, including medical, dental, and vision benefits. 100% employer-paid medical premiums, with generous employer contributions to dental & vision plans as well.Wellness screening and assessments, health coaches, and counseling services through an Employee Assistance Program (EAP)Generous paid parental leave (up to 16 weeks paid parental leave for eligible employees)Company-paid basic life insurance, accidental death & dismemberment (AD&D), and short- and long-term disability coverageFlexible Spending Accounts (Healthcare, Dependent Care, and Commuter FSAs)Quarterly fitness stipend to offset costs associated with traditional gym and fitness memberships or feesEducation reimbursement and professional development opportunitiesLegal services, telehealth access, and voluntary insurance optionsBackup child and adult care support through Care.comDaily lunch allowance and fully stocked kitchen with healthy breakfast and snack options

• Bachelors degree in Information Technology, Computer Science, Telecommunications, or a related field
• Minimum 5 years of hands-on experience in contact center administration, unified communications, or voice engineering
• Proven experience with Genesys Cloud (administration, IVR/flow development, routing)
• Experience with IVR design and development, including call flow logic and best practices
• Hands-on experience with Microsoft Teams Phone, Direct Routing, and/or Operator Connect, or similar technologies
• Experience with SBC administration (AudioCodes and/or Ribbon preferred)
• Strong understanding of SIP, RTP, and VoIP protocols
• Proficiency in scripting (PowerShell, Python, or equivalent) for task automation
• Proficiency in Microsoft Excel (pivot tables, advanced formulas, data analysis)
• Working knowledge of SQL for querying and reporting on voice/contact center data
• Ability to work independently and manage multiple priorities in a dynamic environment
• Strong troubleshooting and analytical skills with attention to detail
• Excellent written and verbal communication skills

Preferred Qualifications

• Experience with contact center Workforce Management and Quality Assurance products
• Experience with Cloud9 trading turret/communications platform
• Familiarity with international SMS regulations, Sender ID registration, and A2P messaging compliance
• Experience supporting fax infrastructure (ATAs, fax-to-email, DID management)
• Genesys Cloud certifications (e.g., Genesys Cloud CX Certified Associate or Professional)
• Microsoft Teams certifications (e.g., MS-700 Managing Microsoft Teams)
• Experience in the financial services industry or other highly regulated environments
• Familiarity with ITIL practices and service management frameworks
• Experience working in a global, multi-site environment.

• Competitive salary, annual performance-based bonus, and stock grant awards
• 401(k) retirement plan with competitive company match
• Excellent health and wellness benefits, including medical, dental, and vision benefits. 100% employer-paid medical premiums, with generous employer contributions to dental & vision plans as well.
• Wellness screening and assessments, health coaches, and counseling services through an Employee Assistance Program (EAP)
• Generous paid parental leave (up to 16 weeks paid parental leave for eligible employees)
• Company-paid basic life insurance, accidental death & dismemberment (AD&D), and short- and long-term disability coverage
• Flexible Spending Accounts (Healthcare, Dependent Care, and Commuter FSAs)
• Quarterly fitness stipend to offset costs associated with traditional gym and fitness memberships or fees
• Education reimbursement and professional development opportunities
• Legal services, telehealth access, and voluntary insurance options
• Backup child and adult care support through Care.com
• Daily lunch allowance and fully stocked kitchen with healthy breakfast and snack options

Interactive Brokers Group, Inc. (NASDAQ: IBKR), a member of the S&P 500, is a global financial services company headquartered in Greenwich, Connecticut, with offices in over 15 countries. Through its affiliates, Interactive Brokers provides automated trade execution and custody of securities, commodities, foreign exchange, and prediction markets on over 170 markets in numerous countries and currencies.

For more than four decades, Interactive Brokers has focused on technology, automation, and innovation to provide clients worldwide with a sophisticated, unified platform to manage their investment portfolios. We serve individual investors, hedge funds, proprietary trading groups, financial advisors, and introducing brokers.

Our culture is driven by problem-solving, efficiency, and continuous improvement. We look for individuals who are intellectually curious, collaborative, and motivated to contribute to technology that helps simplify and enhance access to global financial markets. Interactive Brokers has consistently been recognized as a top broker by respected industry sources including Barron’s, Investopedia, Stockbrokers.com, and others.