Senior Engineer - Cloud Telephony

OverviewAre you looking for an opportunity to advance your career? We are seeking top talent to join the Rollins Information Technology team!The Senior Cloud Telephony Platform Engineeris responsible for the architecture, engineering, administration, integration, and optimization of enterprise telephony and customer engagement platforms. This role serves as the senior technical resource for cloud contact center, telephony, omnichannel, IVR, IVA, AI Agent, and unified communications technologies, ensuring scalable, secure, and highly available services across the organization.The engineer will design and maintain enterprise voice and digital communication platforms while partnering with business leaders, application teams, CRM administrators, infrastructure teams, security teams, and external vendors to deliver modern customer experience solutions. This position requires both hands-on engineering expertise and solution architecture experience, with a strong focus on platform strategy, integration design, automation, AI enablement, and operational excellence.Apply in minutes with a resume, even from your mobile device! ResponsibilitiesYou will...Platform Architecture & EngineeringServe as the senior technical owner for cloud telephony and contact center platformsDesign and implement scalable CCaaS, UCaaS, and enterprise telephony architecturesDevelop architecture standards, platform roadmaps, and technical governance practicesEvaluate emerging communication technologies and make recommendations for adoptionLead platform modernization initiatives and migration projectsDesign highly available and resilient voice architectures supporting enterprise operationsEnsure Security elements are implemented such as SSO/SAML, MFA, data retention requirement, Call recording governance, and Privacy and compliance controlsTelephony & Contact Center PlatformsConfigure, administer, and optimize cloud telephony environmentsManage SIP trunking, carrier integrations, voice routing, number provisioning, and call flow designSupport global telephony infrastructure, DID management, toll-free services, emergency services, and voice resiliencyDesign and maintain various routing such as Intelligent call routing, skills-based routing, priority routing, overflow, etc)Optimize customer journeys using routing analytics and operational dataDevelop customer experience workflows to improve containment rates, response times, and customer satisfactionOmnichannel SolutionsEngineer and support omnichannel customer engagement capabilitiesDevelop seamless customer interactions across digital and voice channelsEnsure consistent customer experience and reporting across all engagement platformsIVR, IVA & Conversational AIDesign, implement, and optimize: IVA, IVR, AI agents, various botsPartner with AI teams and business stakeholders to develop automated customer engagement solutionsIntegrate AI services such as Natural Language Processing (NLP), Speech Recognition, Voice Analytics, Sentiment AnalysisContinuously improve automation accuracy and customer self-service capabilitiesCRM & Enterprise Application IntegrationsArchitect and support integrations between communication platforms and business systemsDesign secure data exchange mechanisms using APIs, web services, middleware, and event-driven architecturesWork closely with business application teams to streamline customer workflows and agent experiencesImplement screen pops, customer context delivery, workforce optimization integrations, and reporting feedsAutomation & AnalyticsDevelop automation solutions to improve platform efficiency and reduce operational overheadCreate monitoring, alerting, and reporting solutions for voice and customer engagement platforms to support operational decision-makingAnalyze platform performance metrics including Service Levels, Abandonment Rates, Call Quality, Routing Effectiveness, Agent Utilization, AI Containment MetricsThe Benefits... Challenging position with a financially stable and reputable company (NYSE: ROL)Comprehensive benefits package including medical, dental, vision, maternity & life insurance401(k) plan with company match, employee stock purchase plan Teammate discounts, tuition reimbursement, and dependent scholarship awards Paid Time Off Work Environment: Opportunity for hybrid office and home-based working arrangements once onboarded and trained. Must currently reside in the Atlanta metro area.Why Rollins?Rollins, Inc., is a global consumer and commercial service company that provides accurate, comprehensive, and efficient pest management services for both residential and commercial customers. The Pest Management industry is $20B and growing and provides services and protection against termite damage, rodents, and insects to more than 2M customers in the US alone. Rollins is headquartered in Atlanta, GA and has over 800 locations worldwide, over 20,000 teammates, and reaches over $3.5B Revenues annually (NYSE: ROL). The core business is operated through our wholly owned subsidiaries, the largest of which include Orkin US, HomeTeam Pest Defense, Clark Pest Control, Fox Pest Control, Orkin Canada, Western Pest Services, Northwest Exterminating, and TruTech Wildlife.The mission of Rollins is to empower our brands to focus on best serving their teammates and customers.Learn more about Rollins careers as well as our diversity, equity, and inclusion efforts on our careers page: Experience You Will Bring (Minimum Requirements):Bachelor's degree in Information Technology, Computer Science, Telecommunications, Engineering, or equivalent work experience may be considered in lieu of degreeMinimum 3+ years of senior-level experience administering and engineering enterprise cloud telephony platformsMinimum 3+ years of architecture, solution design, or technical leadership experienceStrong communication and presentation skillsAbility to translate business requirements into technical solutionsProven ability to lead complex enterprise initiatives with minimal supervisionStrong analytical and troubleshooting skillsAbility to mentor engineers and influence technical directionAbility to work effectively with executive leadership, business stakeholders, and external vendorsExperience with cloud solutions such as Five9, NICE CXone, Genesys Cloud, Avaya Experience Platform, or Amazon ConnectTechnical skillsCCaaS platformsCloud telephony systemsUCaaS solutionsSIP and VoIP technologiesContact center routing designOmnichannel engagement platformsIVR and IVA platformsAI Agent technologiesCRM integrationsREST APIsWeb servicesMiddleware technologiesMicrosoft Teams PhoneSAML AuthenticationTelephony analyticsWorkforce engagement solutionsCall recording technologiesCloud architecture principlesPreferred QualificationsCloud certifications in Azure, AWS, or contact center platformsExperience supporting M&A activities and telephony platform consolidationsPhysical Demands / Working Environment:We require the ability to pass a drug screen and background checks. Candidates must have the ability to perform the requirements of the job with or without accommodations. Are you ready to take your CAREER to the next level?Apply in minutes with a resume – even from your mobile device!Rollins, Inc. is an Equal Opportunity / Protected Veterans / Individuals with Disabilities Employer