Senior Voice & Contact Center Engineer

We are looking for a seasoned Senior Voice & Contact Center Engineer to lead the management, optimization, and modernization of our 3CX-based call center infrastructure. This role is critical in ensuring high availability of voice systems, enabling advanced features, and driving our transition from outsourced telephony to a fully managed on-premise solution.

Key Responsibilities:

• Own and maintain the full 3CX call center environment, ensuring stability, uptime, and performance.
• Lead the migration from outsourced call center infrastructure to an on-premise 3CX setup, ensuring minimal service disruption.
• Design and implement modern contact center features (e.g., IVR, call routing, call recording, real-time dashboards).
• Monitor and troubleshoot call quality issues, system errors, and SIP trunk-related incidents.
• Ensure integration of 3CX with other platforms (CRM, ticketing systems, reporting tools).
• Collaborate with Customer Care and IT teams to understand needs and continuously enhance voice capabilities.
• Establish monitoring tools and alerting mechanisms to ensure system availability and early issue detection.
• Develop documentation for architecture, processes, and disaster recovery.
• Ensure compliance with security, data privacy, and regulatory standards.
• Train and support internal stakeholders on 3CX features and best practices.

Requirements

• Proven experience in managing 3CX systems or similar PBX platforms (Asterisk, Cisco Call Manager, etc.).
• Strong knowledge of SIP, VoIP protocols, call routing, and telephony infrastructure.
• Hands-on experience with call center system modernization and feature enablement.
• Experience in system migrations and on-premise deployments.
• Understanding of integrations between telephony systems and CRMs or customer service platforms.
• Familiarity with network fundamentals (QoS, NAT, firewalls) as they relate to VoIP performance.
• Analytical and structured problem solver with high attention to availability and uptime.
• Excellent communication and stakeholder management skills.

Nice to Have:

• 3CX certification(s)
• Experience with contact center reporting tools and wallboards
• Familiarity with workforce management or call analytics platforms