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
