Sr. telco support engineer (genesys)

Are you passionate about omnichannel communication platforms and ensuring seamless user experiences at scale? Join a high-impact team supporting the architecture and operations of Sutherland Connect, a platform with technologies like Genesys SIP Server, Routing, Inbound/Outbound Voice, Chat, Email, Social Media, Infomart, GVP, SMS, Speech Analytics, and more.

Key Responsabilities:
- Support and monitor Sutherland Connect platforms, ensuring high availability and performance.
- Lead testing and implementation of architectural changes and disaster recovery plans.
- Collaborate with internal teams and vendors to resolve high-impact issues.
- Design proactive monitoring strategies using tools like CYARA.
- Manage platform documentation, patching, and compliance with change management protocols.
- Provide hands-on support with Oracle/Acme Packet SBCs, Avaya Gateways, and AudioCodes.
- Conduct testing for OB Calling campaigns in compliance with TCPA.
Interface with clients to address technical concerns and ensure satisfaction.

Requirements:
- Bachelor's in Computer Science, Engineering, or related field, or 4–6 years of relevant experience.
- English B2+ (Must have)
- Proven expertise in Genesys platform architecture and troubleshooting (Must have)
- Deep understanding of SIP, VoIP, enterprise voice infrastructure, and real-time communications.
- Experience with vendor management and cross-functional collaboration.
- Strong documentation and incident management skills.
- Availability for on-call support in case of critical outages or escalations.

Nice to Have:
- Knowledge of Avaya and Cisco CUCM.
- Familiarity with real-time analytics, cloud telephony, and compliance frameworks.

Job Details:
Modality: 100% Remote (Colombia)
Schedule: Monday to Friday, 8:00 AM – 5:00 PM (may require flexibility to accommodate time zone differences)
Salary: $14.000.000 - 14.500.000
Contract Type: Permanent (Indefinite Term)

If you’re a hands-on engineer looking to work on large-scale, mission-critical communication systems — we want to meet you!

Coordinador supervisor o especialista

Universitaria

Ingeniería de sistemas Computación

Ingeniería electrónica

Ingeniería de telecomunicaciones

Ingeniería telemática

Ingeniería de redes y telecomunicaciones

5 años de experiencia

1 Vacante