About Us
Foundever® is a global leader in the customer experience (CX) industry. With 150,000 associates across the globe, we’re the team behind the best experiences for +800 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.
Job Summary
The deepest technical authority on the contact centre voice and CX estate — Genesys, Avaya, NICE and Zoom — across all global sites. Where L1 and L2 restore the known, this role resolves what has not been seen before, engineers out the causes of recurrence, and raises the reliability of the platform rather than only its uptime.
- Resolve — own L3 escalation for voice and CX incidents end to end, from SIP and media-layer diagnosis through to confirmed restoration.
- Engineer — design, build and harden platform configuration, integrations and recovery capability across the four platforms.
- Reduce toil — extend observability, automate the repetitive, and push the fix upstream so incidents stop reaching L3 at all.
Primary Job Responsibilities
L3 Escalation & Incident Resolution
- Act as final technical escalation for P1 and P2 voice, contact centre and collaboration incidents; join the major incident bridge and drive resolution under time pressure.
- Perform deep diagnosis at the signalling and media layer — SIP trace and ladder analysis, RTP and codec behaviour, MOS, jitter, latency and packet loss, SBC and trunk-side fault isolation.
- Isolate fault domain quickly across platform, carrier, SBC, network and endpoint, and drive the correct owner rather than absorbing every symptom.
- Produce technical RCA to the accepted standard — evidenced timeline, confirmed cause, corrective and preventive actions with dates — and feed it into problem management.
Platform Engineering & Change
- Own configuration and engineering across the four platforms: routing and flow design, trunk and dial plan changes, integrations, recording and retention, and tenant administration.
- Plan and execute upgrades, patching, migrations and certificate lifecycle; keep the estate within vendor-supported versions and drive obsolescence out.
- Prepare and defend change records at CAB with tested implementation, validation and rollback plans; execute high-risk changes personally.
- Own capacity, licensing headroom and performance forecasting for voice ports, concurrency, recording storage and trunk utilisation.
Reliability, Observability & Automation
- Define and instrument the service level indicators that matter for voice — call setup success, failure rates, media quality, recording completeness — and monitor against them.
- Improve alert quality: eliminate noise, close blind spots, and ensure alerts point at a cause rather than a symptom.
- Automate repetitive operational work — health checks, provisioning, config validation, evidence collection — through scripting or platform APIs.
- Maintain runbooks, escalation paths and recovery procedures for every known failure mode, and prove them through DR and failover testing.
Technical Leadership & Vendor Escalation
- Act as technical lead to the L1 and L2 telecom bench: set diagnostic standards, review their analysis, and close capability gaps through coaching and documentation.
- Drive OEM and carrier escalations to conclusion — Genesys, Avaya, NICE, Zoom and voice carriers — challenging weak vendor RCA, holding fix commitments to their dates, and supporting the Vendor Management Office with technical input to service reviews and RFO assessment.
- Represent the telecom estate in architecture, resilience and risk discussions, translating technical exposure into terms leadership can act on.
Experience & Qualifications
Essential
- 10–15 years in enterprise voice, contact centre or unified communications engineering, including at least 4 years at L3 or equivalent depth in a 24x7 multi-site environment.
- Demonstrable hands-on depth across the platform scope above — deep on at least two of Genesys, Avaya, NICE and Zoom, with working competence on the remainder.
- Expert-level voice fundamentals: SIP, SDP, RTP/SRTP, codecs, SBC behaviour, QoS and DSCP marking, WebRTC, dial plans, DID management and carrier trunk architecture.
- Fluent with packet and signalling analysis tooling — Wireshark, sngrep, HOMER or equivalent — and able to reach a conclusion from a trace rather than a vendor opinion.
- Track record of resolving novel P1 incidents under executive visibility, and of writing the RCA that followed.
- Scripting for operational automation — Python, PowerShell or equivalent — and comfort with platform REST APIs.
- Bachelor's degree in Engineering, IT or a related discipline.
Preferred
- Platform certification — Genesys (GCP/GCA), Avaya (ACSS/ACIS), NICE, or Zoom administrator credentials.
- BPO or contact centre operating environment at global scale, with exposure to multi-region carrier estates.
- SRE practice exposure — error budgets, SLI/SLO definition, postmortem culture, toil measurement; ITIL v4 Foundation; cloud voice migration experience.
What We Offer
Impactful work. Opportunity to work on cutting-edge AI technologies that will be game-changers for our business.
Professional growth. Continuous learning and development opportunities in a dynamic, remote work environment.
Competitive compensation. Attractive salary and benefits package.
Collaborative environment. A supportive team culture with opportunities for occasional travel for training and industry events.