This range is provided by Refactor Talent. Your actual pay will be based on your skills and experience - talk with your recruiter to learn more. Base pay range $80,000.00/yr - $120,000.00/yr Direct message the job poster from Refactor Talent Senior Talent Partner - Technical Recruiter US @ Refactor Talent | Technical Recruiting | 15,000+ Followers | Open Networker - Send me your We're seeking to connect a Senior Telecommunications (Unified Communications) Engineer with a leading company in the technology sector on a full-time basis. This role is hybrid, allowing flexibility while being integral to enhancing our enterprise contact center solutions. As a Senior Engineer, you will leverage your expertise to design, integrate, and optimize backend systems that foster seamless customer engagement experiences. Note: This candidate will be able to learn Genesys Cloud CX3 on the job! They work with a service provider and there will be a lot of opportunity to grow in the role. Key Responsibilities: Design, configure, and maintain Genesys Cloud CX3 environments, including architecting call flows and routing strategies. Collaborate with cross-functional teams to integrate third-party solutions, Salesforce, and Verint Workforce Optimization into the contact center ecosystem. Develop and maintain IVR scripts, queues, and user profiles in Genesys Cloud, ensuring high system availability, performance, and security. Troubleshoot and resolve complex issues across Genesys, Cisco, and Verint platforms, providing technical leadership and mentorship to junior staff. Monitor system performance and generate reports using CUIC, Genesys Analytics, and Verint dashboards, while participating in change management and compliance processes. Collaborate with team members to develop Disaster Recovery plans and follow company Change Management protocols. Qualifications: Experience with SIP, VoIP, and network protocols. Strong communication and documentation abilities. Hands-on experience with Cisco UCM/UCCE including configuration, administration, and troubleshooting. Strong understanding of call flow design, IVR scripting, and routing strategies. Proficiency in configuring queues, skills, user roles, and permissions within Call environment. Ability to monitor and analyze contact center performance reporting and analytics tools. Knowledge of Omnichannel capabilities including voice, chat, email, and social media. Knowledge of compliance and security standards related to call recording and data retention. Integrate E911 solutions with platforms such as Cisco UCM/UCCE, and Microsoft Teams. Collaborate with safety and facilities teams to maintain accurate location databases and emergency response plans. Knowledge of ITIL practices and experience in enterprise environments. Strong understanding of Microsoft Teams architecture, administration, and voice capabilities (Direct Routing, Phone System, Teams-certified SBCs). Experience managing Teams policies, user provisioning, and Teams Rooms configurations. Experience with Teams PowerShell modules for automation and configuration. Genesys certifications such as Genesys Cloud Certified Professional (GCP) would be a plus! Seniority level Seniority level Mid-Senior level Employment type Employment type Full-time Job function Job function Consulting and Information Technology Industries Insurance and Telephone Call Centers Referrals increase your chances of interviewing at Refactor Talent by 2x Inferred from the description for this job Medical insurance Vision insurance 401(k) Pension plan Get notified about new Telecommunications Engineer jobs in Ann Arbor, MI . Electrified Systems and Controls Engineer Novi, MI $110,000.00-$132,500.00 1 week ago Senior Substation Communication Engineer Body Systems Engineer, Battery Structures Novi, MI $110,000.00-$132,500.00 1 week ago Pinckney, MI $6,400.00-$9,100.00 1 week ago Remote Pre-Sales Security Systems Engineer - Access Control & CCTV System Integration Technician II (Automated Vehicle Engineering) Novi, MI $196,000.00-$248,000.00 6 days ago Westland, MI $73,000.00-$89,000.00 1 week ago Identity & Access Management Service Optimization Engineer I (REMOTE) Ann Arbor, MI $120,100.00-$144,100.00 5 days ago Farmington Hills, MI $70,000.00-$90,000.00 2 weeks ago Enterprise Systems Engineer IAM (Identity/Access Management) - REMOTE Territory Sales Manager- Kitchen & Bath (SE, Michigan) We're unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr