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Sr. Telephony Engineer

  • Location: Durham, 27707
  • Job Type:Contract

Posted 11 days ago

Our Healthcare Insurance client is seeking a Sr. Telephony/Voice Engineer to join their team for a contract-to-hire role!

Our client has more than 5,000 employees and is the number 1 health insurer in the state of North Carolina serving more than 3.89 million customers. Health care is changing, and our client is leading the way by provide innovative solutions that simplify the health care system, improve efficiency and outcomes, and help rein in costs. Our client is a not-for-profit with headquarters in Durham, NC.

Position: Sr. Telephony/Voice Engineer
Location: Work Remotely, but to be eligible to convert to FTE of the client, you must reside in NC or one of the following states: Alabama, Arizona, Colorado, Florida, Georgia, Idaho, Maryland, Michigan, Pennsylvania, Tennessee, Texas, Virginia or South Carolina
Term: 6 months + extensions and intent to convert to FTE

Day-to-Day Responsibilities:

Work within IT to support the Customer Service telephone system that runs on Genesys software

  • Convert both complex and simple contact center business requirements into technical solutions
  • Analyze, scope, and develop solutions for a variety of contact center applications (primarily Genesys Cloud)
  • Work on a large migration from Genesys Pure Engage Cloud to Genesys Cloud
  • Use your AWS knowledge to assist with Cloud migration
  • Coordinate the configuration and maintenance of more complex and critical system tables and data elements across multiple system environments
  • Analyze, develop, and implement complex configuration changes to improve performance

Is this a good fit? (Requirements):

  • 4 year degree and 5 years of experience, if no degree, 7+  years experience
  • Experience with Genesys Cloud/Genesys Pure Engage Cloud
  • Contact center support experience
  • Knowledge of Public Telephone switching and routing - SIP
  • If no Genesys experience, then prior experience with Avaya, Cisco, Nice or other Cloud based contract solutions
  • Interactive Voice Response (IVR)
  • IP Networks and Connectivity
  • Desktop Computing - AD
  • Call Routing - SIP Telephony
  • AWS
  • Python

****To be eligible to contract at this client you must be able to pass a drug test and criminal background check. This client requires all employees, temporary labor, consultants, and contractors to be fully vaccinated against COVID-19 by 12/08/21, subject to approved medical or religious exemptions.

Candidates will be responsible for following the client's COVID-19 protocols. Please refer to your MATRIX representative for specifics.

About Us

At MATRIX, we expertly match talented professionals with job opportunities to elevate careers. Since 1983, we have placed thousands of professionals at innovative clients across every industry ranging from small startups to Fortune 50 companies. It’s why we’re consistently in the top 25 of all U.S. IT staffing firms and why our consultants rate us well above the industry average, earning us ClearlyRated's Best of Staffing awards year after year. People come to us for a job, and stay with us because of our top-notch consultant care.

MATRIX is and Equal Employment Opportunity employer and provides reasonable accommodations for qualified individuals.  Supporting medical or religious documentation will be required where applicable. If you are a qualified individual with a disability, you may request a reasonable accommodation under the American Disability Act (ADA) by emailing To ensure a quick response to your request, please use the words “Accommodation request” as the subject line of your email.