Telephony/ Unified Communications Engineer

Education: Bachelor's Degree or Certifications in Alvaria

Overview

• We are seeking an experienced Telephony / Unified Communications Engineer with a strong background in Noble/Alvaria contact center platforms.
• This role is responsible for the design, implementation, administration, and support of our enterprise contact center technology stack, ensuring reliable and scalable communications across the organization.
• The engineer will play a critical role in managing Noble/Alvaria CX suite components such as inbound/outbound dialers, IVRs, CTI integrations, workforce management, and reporting.

Key Responsibilities

Platform Administration & Support

• Administer and maintain the Noble/Alvaria CX platform, including outbound/inbound dialers, campaign management, predictive dialing, IVR flows, and call routing.
• Configure and support Alvaria Workforce Engagement Management (WEM) for scheduling, forecasting, and adherence.
• Manage and optimize voice, chat, and omnichannel routing within Alvaria systems.
• Ensure proper operation of call recording, quality monitoring, and compliance features.

Integration & Optimization

• Integrate Alvaria with CRM systems, ticketing tools, and workforce management platforms.
• Build and maintain custom reports, dashboards, and data feeds leveraging Alvaria Performance Center and reporting modules.
• Monitor and tune campaign KPIs (abandon rates, contact rates, SLA, average handle time, etc.) to maximize efficiency.
• Work with stakeholders to design call flows, IVR menus, and queue strategies aligned to business needs.

Reliability & Operations

• Monitor telephony infrastructure for system health, latency, and call quality metrics.
• Lead troubleshooting of SIP signaling, trunking, call routing, and CTI integration issues.
• Perform upgrades, hotfixes, and patches on Alvaria/Noble components.
• Maintain system documentation, including call flow diagrams, configuration baselines, and runbooks.

Collaboration & Governance

• Partner with Network, Security, and Infrastructure teams to ensure secure and resilient voice services.
• Work closely with Contact Center Operations to implement campaign changes and workforce adjustments.
• Manage vendor escalations with Alvaria support and coordinate on issue resolution.

Required Qualifications

• 3 5+ years of experience supporting enterprise telephony or contact center platforms.
• Understanding of dial plan analysis, call routing best practices, skills-based routing, CTI, PBX components and functions, Call Detail Reporting, and Workforce Management System.
• Experience working with call recording technology, and demonstrated working knowledge of ACD, automated attendant and IVR technology.
• Preferred knowledge of data networking; VoIP, QoS; SIP and protocol analysis.
• Preferred experience within cloud solutions
• Excellent systems analysis, troubleshooting skills and critical thinking skills.
• Excellent oral and written communication skills and interpersonal skills required.
• Required to obtain necessary telecommunication certifications held in a classroom setting
• Experience in managing vendors and/or people a plus

Preferred Skills

• Associate degree preferred, or an equivalent combination of education and experience in an IT environment and/or Call Center environment.
• Noble/Alvaria (CX Suite, WEM, Performance Center) experience a plus.
• Creates, follows, and updates process documentation as needed
• Experience with other UC/Contact Center platforms (Avaya Aura, Cisco UCCE, Genesys, Microsoft Teams voice).
• Mobile device management and support
• Scripting or automation skills (PowerShell, Python, SQL stored procedures).
• Knowledge of workforce optimization and speech analytics solutions.
• Design, analyze and implement projects utilizing voice and data carrier infrastructure
• Documents configuration and monitors various aspects of voice and data network
• Tracks performance metrics related to voice and data network
• Provide reporting on problem tickets and SLAs

Soft Skills

• Strong problem-solving skills and ability to work independently in high-pressure situations.
• Excellent communication skills to interface with business stakeholders, operations teams, and leadership.
• Detail-oriented with strong documentation and process discipline.

Training

• Information technology at Liberator is highly dynamic.
• The Telecommunication Engineer is required to acquire and maintain a working knowledge of the Noble System environment.
• In order to develop and maintain this knowledge, the Telecommunications Engineer is required to attend regular meetings, business conferences and training activities.

Employee Benefits:

At LanceSoft, full time regular employees who work a minimum of 30 hours a week or more are entitled to the following benefits:

• Medical Insurance
• Dental and Vision Insurance
• 401k Contributions
• Critical Illness Insurance
• Voluntary Permanent Life Insurance
• Accident Insurance
• Other Employee Perks

LanceSoft is an equal opportunity employer. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. LanceSoft makes hiring decisions based solely on qualifications, merit, and business needs at the time.