About the Role
We are seeking a Senior Systems Engineer to join a forward-thinking technology team in Galway. This role will focus on designing, implementing, and supporting advanced contact center and voice routing solutions that power high-volume customer interactions across multiple channels. You will work within an agile environment to enhance platform stability, optimize performance, and lead continuous improvement initiatives.
Responsibilities
1. Develop and maintain complex voice and digital routing strategies using industry-leading contact center platforms.
2. Troubleshoot and resolve voice communication issues, including SIP, RTP, SBC configuration, and cloud integrations.
3. Collaborate with cross-functional teams to ensure high availability and business continuity of contact center services.
4. Support 24/7 operational environments with proactive monitoring, incident management, and root cause analysis.
5. Document processes and provide training to ensure knowledge sharing across the team.
6. Lead automation and DevOps initiatives to improve platform reliability and deployment efficiency.
What You'll Need
7. 5-7+ years' experience in contact center voice and digital routing technologies (Genesys experience preferred).
8. Expertise with SIP, RTP, VoIP protocols, SBC management, and call flow design.
9. Strong knowledge of cloud contact center solutions and integration with collaboration tools.
10. Experience with Linux systems, containerization (Docker), and CI/CD pipelines is a plus.
11. Excellent problem-solving skills, strong communication abilities, and experience working in agile teams.
12. Ability to work independently and collaborate effectively in a fast-paced environment.
Be part of a high-impact team dedicated to delivering exceptional customer experiences through innovative technology solutions. Enjoy a hybrid working model in Galway with opportunities for professional growth and exposure to cutting-edge platforms.