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:
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Own and maintain the full 3CX call center environment, ensuring stability, uptime, and performance.
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Lead the migration from outsourced call center infrastructure to an on-premise 3CX setup, ensuring minimal service disruption.
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Design and implement modern contact center features (e.g., IVR, call routing, call recording, real-time dashboards).
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Monitor and troubleshoot call quality issues, system errors, and SIP trunk-related incidents.
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Ensure integration of 3CX with other platforms (CRM, ticketing systems, reporting tools).
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Collaborate with Customer Care and IT teams to understand needs and continuously enhance voice capabilities.
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Establish monitoring tools and alerting mechanisms to ensure system availability and early issue detection.
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Develop documentation for architecture, processes, and disaster recovery.
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Ensure compliance with security, data privacy, and regulatory standards.
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Train and support internal stakeholders on 3CX features and best practices.
Requirements
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Proven experience in managing 3CX systems or similar PBX platforms (Asterisk, Cisco Call Manager, etc.).
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Strong knowledge of SIP, VoIP protocols, call routing, and telephony infrastructure.
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Hands-on experience with call center system modernization and feature enablement.
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Experience in system migrations and on-premise deployments.
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Understanding of integrations between telephony systems and CRMs or customer service platforms.
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Familiarity with network fundamentals (QoS, NAT, firewalls) as they relate to VoIP performance.
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Analytical and structured problem solver with high attention to availability and uptime.
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Excellent communication and stakeholder management skills.
Nice to Have:
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3CX certification(s)
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Experience with contact center reporting tools and wallboards
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Familiarity with workforce management or call analytics platforms