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.
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.
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
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