Contact Center and UC Engineer

About the position

We are seeking an experienced Contact Center & UC Engineer to join our Voice Services team. This role is responsible for the administration, support, and continuous improvement of IBKR's global contact center platform and unified communications infrastructure. The ideal candidate brings hands-on expertise in Genesys Cloud, Microsoft Teams telephony, and voice gateway technologies, and is comfortable working independently in a fast-paced financial services environment. This position plays a key role in supporting the multi-location global contact center and a broad set of voice and messaging services used across the organization.

Responsibilities

  • Administer, configure, and support the Genesys Cloud contact center platform across multiple locations and business units
  • Monitor contact center performance, troubleshoot issues, and ensure high availability
  • Manage incidents and support escalations internally and with the vendor
  • Design, develop, and maintain IVR call flows, queues, routing strategies, and dial plans
  • Collaborate with business stakeholders to translate call handling requirements into technical configurations
  • Support ongoing platform upgrades, integrations, and feature rollouts
  • Administer and support Microsoft Teams Phone services including Direct Routing and Operator Connect
  • Maintain Teams telephony dial plans, voice policies, and number management
  • Support UC-related incidents and service requests across the organization
  • Maintain, configure, and support AudioCodes and Ribbon Session Border Controllers (SBCs)
  • Manage SIP trunks, call routing, and gateway configurations
  • Perform firmware upgrades, health monitoring, and capacity planning for SBC infrastructure
  • Troubleshoot SIP signaling, call quality, and interoperability issues between voice platforms
  • Administer and support the Cloud9 specialty trading turret/phone system
  • Manage fax services, including DID numbers, analog adapters (ATAs), and fax-to-email integrations
  • Ensure continuity and reliability of legacy and specialty voice services
  • Support and analyze international SMS API services for business communications
  • Monitor SMS delivery rates, troubleshoot delivery failures, and liaise with SMS service providers
  • Manage Sender ID registration processes and related regulatory documentation and paperwork across multiple countries/regions
  • Develop scripts to automate routine administrative tasks and improve operational efficiency (PowerShell, Python, or similar)
  • Build and maintain reports and dashboards using Microsoft Excel and SQL to support contact center performance analysis and capacity planning
  • Query and analyze call data, CDRs, and platform logs to identify trends and support business decisions

Requirements

  • Bachelor's degree in Information Technology, Computer Science, Telecommunications, or a related field
  • Minimum 5 years of hands-on experience in contact center administration, unified communications, or voice engineering
  • Proven experience with Genesys Cloud (administration, IVR/flow development, routing)
  • Experience with IVR design and development, including call flow logic and best practices
  • Hands-on experience with Microsoft Teams Phone, Direct Routing, and/or Operator Connect, or similar technologies
  • Experience with SBC administration (AudioCodes and/or Ribbon preferred)
  • Strong understanding of SIP, RTP, and VoIP protocols
  • Proficiency in scripting (PowerShell, Python, or equivalent) for task automation
  • Proficiency in Microsoft Excel (pivot tables, advanced formulas, data analysis)
  • Working knowledge of SQL for querying and reporting on voice/contact center data
  • Ability to work independently and manage multiple priorities in a dynamic environment
  • Strong troubleshooting and analytical skills with attention to detail
  • Excellent written and verbal communication skills

Nice-to-haves

  • Experience with contact center Workforce Management and Quality Assurance products
  • Experience with Cloud9 trading turret/communications platform
  • Familiarity with international SMS regulations, Sender ID registration, and A2P messaging compliance
  • Experience supporting fax infrastructure (ATAs, fax-to-email, DID management)
  • Genesys Cloud certifications (e.g., Genesys Cloud CX Certified Associate or Professional)
  • Microsoft Teams certifications (e.g., MS-700 Managing Microsoft Teams)
  • Experience in the financial services industry or other highly regulated environments
  • Familiarity with ITIL practices and service management frameworks
  • Experience working in a global, multi-site environment.

Benefits

  • Competitive salary, annual performance-based bonus, and stock grant awards
  • 401(k) retirement plan with competitive company match
  • Excellent health and wellness benefits, including medical, dental, and vision benefits. 100% employer-paid medical premiums, with generous employer contributions to dental & vision plans as well.
  • Wellness screening and assessments, health coaches, and counseling services through an Employee Assistance Program (EAP)
  • Generous paid parental leave (up to 16 weeks paid parental leave for eligible employees)
  • Company-paid basic life insurance, accidental death & dismemberment (AD&D), and short- and long-term disability coverage
  • Flexible Spending Accounts (Healthcare, Dependent Care, and Commuter FSAs)
  • Quarterly fitness stipend to offset costs associated with traditional gym and fitness memberships or fees
  • Education reimbursement and professional development opportunities
  • Legal services, telehealth access, and voluntary insurance options
  • Backup child and adult care support through Care.com
  • Daily lunch allowance and fully stocked kitchen with healthy breakfast and snack options
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