Imagine working on cutting-edge contact center and voice routing solutions that power high-volume customer interactions across multiple channels. This role will give you the opportunity to design, implement, and support advanced technologies that enhance platform stability, optimize performance, and lead continuous improvement initiatives.
About the Job
This position is perfect for a skilled Senior Systems Engineer who wants to work in an agile environment and make a real impact. You will collaborate with cross-functional teams to ensure high availability and business continuity of contact center services, troubleshoot and resolve voice communication issues, and document processes to ensure knowledge sharing across the team.
* Design, develop, and maintain complex voice and digital routing strategies using industry-leading contact center platforms.
* Troubleshoot and resolve voice communication issues, including SIP, RTP, SBC configuration, and cloud integrations.
* Collaborate with cross-functional teams to ensure high availability and business continuity of contact center services.
* Support 24/7 operational environments with proactive monitoring, incident management, and root cause analysis.
* Document processes and provide training to ensure knowledge sharing across the team.
* Lead automation and DevOps initiatives to improve platform reliability and deployment efficiency.
Required Skills and Experience
To be successful in this role, you will need:
* 5-7+ years' experience in contact center voice and digital routing technologies (Genesys experience preferred).
* Expertise with SIP, RTP, VoIP protocols, SBC management, and call flow design.
* Strong knowledge of cloud contact center solutions and integration with collaboration tools.
* Experience with Linux systems, containerization (Docker), and CI/CD pipelines is a plus.
* Excellent problem-solving skills, strong communication abilities, and experience working in agile teams.
* Ability to work independently and collaborate effectively in a fast-paced environment.
Benefits
You will have the opportunity to work in a hybrid working model in Galway, enjoy opportunities for professional growth and exposure to cutting-edge platforms, and be part of a high-impact team dedicated to delivering exceptional customer experiences through innovative technology solutions.