Position Summary
We are seeking an experienced Enterprise Telephony Engineer to design, configure, test, and support the telephony infrastructure supporting a Microsoft Dynamics 365 Contact Center implementation.
The engineer will have strong experience with Microsoft Teams Direct Routing, Session Border Controllers (SBCs), SIP, carrier integrations, toll-free services, and contact-center voice routing. Experience supporting high-volume public-facing contact centers, particularly in tolling, transportation, utilities, government, or financial services, is highly desirable.
This role will work closely with the D365 Solution Architect, network teams, telecommunications carriers, Microsoft engineers, contact-center teams, and secure-payment providers.
Key Responsibilities
- Design and implement enterprise voice connectivity for Dynamics 365 Contact Center and Microsoft Teams.
- Configure and support Microsoft Teams Direct Routing architectures.
- Configure and manage Session Border Controllers including platforms such as:
- AudioCodes
- Ribbon
- Oracle
- Comparable enterprise SBC technologies
- Integrate SBC infrastructure with carrier SIP trunk services including AT&T or comparable telecommunications providers.
- Design call-routing architectures for:
- Toll-free numbers
- Local numbers
- Contact-center queues
- IVR applications
- Transfers and consultations
- Overflow and disaster-recovery routing
- Plan and execute migration and cutover of high-volume contact-center telephone numbers with minimal or zero disruption.
- Develop detailed cutover, validation, fallback, and rollback plans.
- Coordinate number provisioning and porting activities with telecom carriers.
- Configure and troubleshoot SIP signaling and media issues, including:
- INVITE and session establishment
- REFER and call transfers
- Codec negotiation
- RTP/media flow
- DTMF
- TLS/SRTP
- NAT and firewall traversal
- Analyze SBC logs, packet captures, SIP traces, and Microsoft diagnostic information to resolve complex voice issues.
- Support integration of telephony with Dynamics 365 Contact Center, Teams, Azure Communication Services, Copilot/IVR platforms, and other enterprise systems.
- Design telephony patterns supporting business continuity, redundancy, resiliency, and disaster recovery.
- Integrate secure-payment technologies into the media path so customers can provide payment-card information without exposing card data to agents or contact-center applications.
- Work with PCI/security teams to validate secure DTMF capture, call recording suppression, and payment-routing requirements.
- Develop telephony architecture, call-flow diagrams, configuration documentation, operational procedures, and troubleshooting guides.
- Participate in performance, failover, end-to-end, UAT, and production-readiness testing.
- Provide production cutover and stabilization support.
Required Qualifications
- 5+ years of enterprise voice, unified communications, or contact-center telephony experience.
- Hands-on experience implementing Microsoft Teams Direct Routing.
- Strong working knowledge of SIP, RTP, codecs, DTMF, TLS, and enterprise voice routing.
- Hands-on experience configuring and troubleshooting enterprise SBCs.
- Experience working with telecom carriers and SIP trunk providers.
- Experience troubleshooting complex call-routing and media issues using SBC logs and SIP/network tracing tools.
- Experience supporting production contact centers where voice availability is business critical.
Preferred Experience
- Microsoft Dynamics 365 Contact Center.
- Azure Communication Services.
- High-volume toll-free number migration and cutover.
- Tolling, transportation, government, financial services, utilities, or other high-volume contact centers.
- AT&T carrier services.
- PCI-compliant contact-center payment solutions.
- PCI Pal or similar secure DTMF payment platforms.
Preferred Certifications
- MS-721 Collaboration Communications Systems Engineer
- AudioCodes, Ribbon, Oracle, or comparable SBC vendor certification
- Relevant Microsoft Teams or Azure communications certifications
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