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Job Details

Skills

Telecommunications
Call Center
Genesys
ServiceNow
Interactive Voice Response
ivr

Summary

ITCON is seeking a skilled Mid-Level IVR / Telephony Engineer to architect and maintain the communications backbone of the call center. This call center facility operates 24/7/365 as the central hub for the government.

In this role, you will manage our FedRAMP-authorized Contact Center as a Service (CCaaS) environment. You will ensure that critical law enforcement calls are routed seamlessly, wait times are kept under one minute during surges, and our voice networks are aggressively defended against cyber and Telephony Denial of Service (TDoS) threats.

1. IVR & Routing Engineering

Design, configure, and maintain complex Interactive Voice Response (IVR) menus and omnichannel routing scripts using Genesys (Genesys Cloud CX / Architect) to support an estimated 700+ daily law enforcement calls.
Configure dynamic routing and queue management within the Genesys environment to ensure the system scales on-demand, absorbing sudden call volume surges (e.g., during mass enforcement operations) without degrading the <1 minute wait time Service Level Agreement (SLA).
Develop and maintain Computer Telephony Integration (CTI) between Genesys and ServiceNow, ensuring "single-pane-of-glass " screen pops, automated case logging, and seamless data passing for call center operators.

2. Voice Security & Defense

Administer SecureLogix voice firewalls to analyze call signaling in real-time, detecting and blocking call flooding or Telephony Denial of Service (TDoS) attacks at the network edge before they impact operator availability.
Ensure all telephony operations comply with Client 4300A and Trusted Internet Connection (TIC) requirements, maintaining strict protection over Law Enforcement Sensitive (LES) communications.

3. Infrastructure & COOP Support

Support the technical configuration of redundant connectivity, including dual-carrier fiber paths and independent Tactical Communications (TACCOM) systems to ensure 100% uptime during commercial network failures.
Serve as the Tier 2/3 technical escalation point for SIP, VoIP, and telecom infrastructure issues, utilizing proactive monitoring tools to identify and resolve audio quality or routing anomalies.

Required Qualifications

Experience: 3 to 5 years of hands-on experience in telecommunications, IVR development, or CCaaS administration.
Platform Expertise: Demonstrated experience configuring and managing Genesys contact center solutions (Genesys Cloud CX, Genesys Engage, or PureConnect).
Technical Knowledge: Strong understanding of VoIP protocols (SIP, RTP), telecom networking, and API integrations (REST/SOAP).
Security Mindset: Familiarity with telephony security concepts, including defending against toll fraud and TDoS attacks.

Preferred Qualifications

Experience integrating Genesys platforms with IT Service Management (ITSM) tools like ServiceNow.
Certifications in Genesys (e.g., Genesys Cloud Certified Professional) or general networking (CCNA Collaboration).
Previous experience supporting Client, ICE, or other federal law enforcement telephony environments.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: RTX14faa3
Position Id: 9024918
Posted 17 hours ago

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Brad Haarala

Sr. Technical Recruiter @ ITCON Services

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IVR / Telephony Engineer

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Brad Haarala

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