Remote IVR / Telephony Engineer – Contact Center

ITCON is seeking a talented IVR / Telephony Engineer to support a high-profile federal program. This is an exciting opportunity to play a key role in modernizing and enhancing a mission-critical contact center environment that serves government stakeholders nationwide.

As a member of our team, you will help design, implement, and maintain advanced contact center and telephony solutions while ensuring operational reliability, security, accessibility, and exceptional customer service. You will work closely with technical and business stakeholders to support the evolution of the federal agencies contact center capabilities while maintaining continuity of operations in a 24/7 environment.

This role is ideal for a Genesys Cloud professional who enjoys building and improving enterprise contact center solutions while supporting a highly visible federal modernization initiative.

Key Responsibilities:

IVR & Contact Center Engineering

• Design, configure, and maintain Interactive Voice Response (IVR) solutions and omnichannel routing workflows using Genesys platforms, including Genesys Cloud CX and Architect.
• Develop and optimize call routing strategies, queue management, and customer interaction flows to improve performance and user experience.
• Configure and maintain integrations between Genesys and enterprise platforms such as ServiceNow to support screen pops, automated case creation, and seamless data exchange.
• Monitor and troubleshoot contact center performance, identifying opportunities to improve efficiency, scalability, and customer satisfaction.

Telephony Infrastructure & Support

• Support SIP, VoIP, and telecommunications infrastructure to ensure reliable and uninterrupted service delivery.
• Serve as a technical escalation point for complex telephony, routing, and voice quality issues.
• Assist with continuity of operations planning, redundancy strategies, and system resiliency initiatives.
• Leverage monitoring and diagnostic tools to proactively identify and resolve system issues.

Security & Compliance

• Support secure telephony operations and help protect contact center systems from threats such as toll fraud and Telephony Denial of Service (TDoS) attacks.
• Assist in maintaining compliance with federal security, accessibility, and telecommunications standards.
• Collaborate with security and infrastructure teams to ensure the protection of sensitive communications and system integrity.

Required Qualifications:

• U.S. Citizenship required.
• 3–5 years of hands-on experience in telecommunications, IVR development, contact center engineering, or CCaaS administration.
• Experience configuring and supporting Genesys platforms, including Genesys Cloud CX, Genesys Engage, or PureConnect.
• Strong understanding of VoIP technologies and protocols, including SIP and RTP.
• Experience supporting API integrations and system interoperability.
• Strong troubleshooting, analytical, and problem-solving skills.
• Ability to work independently in a remote environment while collaborating effectively with cross-functional teams.

Preferred Qualifications:

• Experience integrating Genesys platforms with ServiceNow or other IT Service Management (ITSM) tools.
• Genesys certifications such as Genesys Cloud Certified Professional.
• Networking or telecommunications certifications such as CCNA.
• Experience supporting federal government contact center environments.
• Familiarity with telephony security concepts, including toll fraud prevention and TDoS mitigation.

Equal Opportunity Employer

ITCON Services, LLC is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other protected class under applicable law.