Tech Lead-Telephony

Job Description

Roles & Responsibilities • Solution Architecture Lead the design and rollout of a modern cloud telephony platform (Genesys Cloud or equivalent). Ensure the architecture is scalable, secure, and compliant with enterprise and regulatory standards. • Legacy Migration Define and execute migration strategies from legacy systems (Avaya, NICE, Edify, RightFax). Oversee phased cutovers, data migration, and decommissioning while minimizing risk. • Telephony Engineering Manage IVR flows, routing logic, and skill‑based queue management. Introduce advanced features such as caller authentication and intelligent routing to optimize customer journeys. • Omnichannel Configuration Configure and integrate multiple channels - voice, fax, email, chat, and video - into a unified platform. Ensure consistent SLA management and seamless customer context across touchpoints. • Integration & Platform Engineering Drive integrations with CRM, identity platforms, analytics, and reporting tools. Apply REST APIs, microservices, and event‑driven architecture (Kafka or similar) to ensure reliability and scalability. • Delivery & Vendor Management Govern delivery timelines, risks, and quality assurance across vendors and integrators. Build strong partnerships with Genesys, telecom providers, and implementation partners. • Stakeholder Governance Act as the bridge between business, operations, and technology teams. Provide clear updates to senior stakeholders and drive decision‑making on architecture trade‑offs. Show More