Midrand: Telephony Engineer

This role requires strong problem-solving skills, a passion for customer experience technologies, and the ability to work in a fast-paced, high-demand environment. Key Skills & Experience : – 3 to 5 years experience in a telephony, contact centre, or unified communications environment – Genesys Cloud certifications – Diploma or degree in Information Technology – Strong knowledge of Genesys Cloud CX (Architect, routing, telephony, integrations) – Understanding of SIP, RTP, VoIP fundamentals, and contact centre telephony – Basic knowledge of networking concepts (DNS, TCP/IP, firewalls, subnets, packet tracing) – Familiarity with email routing, SMTP, IMAP, or cloud-based mail services – Strong analytical and troubleshooting skills Some Key Responsibilities : – Genesys Cloud Architecture & Routing o Design, build, and maintain Architect flows for inbound voice, digital, email routing, and callback workflows o Have the ability to develop and optimise advanced IVR logic, including menus, data dips, scripting, conditional routing, and error handling – Telephony & Infrastructure o Support and configure SIP trunks, BYOC Cloud/Edge, call routing policies, and site/phone configurations o Troubleshoot telephony issues such as call failures, SIP errors, carrier problems, and endpoint configurations, being able to analyse pcaps o Assist in capacity planning and telephony-related incident resolution – Integrations & APIs o Work with Genesys Cloud APIs, Data Actions, and web services to integrate external systems (CRMs, ticketing, dialers, databases) o Configure OAuth clients and secure integrations using Genesys best practices o Have knowledge about JSON payloads, API responses, and integration logs – Digital & Email Routing o Configure email routing flows, queues, skills, and supporting Architect logic o Assist with troubleshooting email delivery, routing failures, and queue-related issues