Telephony Engineer

We are seeking a hands‑on Contact Center Telephony & Virtual Agent Engineer to own, optimize, and modernize our Zoom Contact Center platform. This role will serve as the primary telephony administrator responsible for improving call center operations, enhancing IVR/customer call flows, and implementing intelligent virtual agent capabilities.

The ideal candidate will have strong experience in contact center platforms, VoIP/SIP telephony, IVR design, and operational troubleshooting, along with exposure to conversational AI and virtual agent technologies.

Key Responsibilities

• Administer and optimize Zoom Phone and Zoom Contact Center platforms.
• Configure and manage: call routing, dial plans, IVR workflows, call recording, and reporting.
• Redesign and modernize existing IVR and customer self‑service workflows.
• Implement and maintain virtual agent / conversational AI capabilities.
• Configure intelligent call routing...