Voice Engineer

Description

CCaaS Cloud Engineer to support the design, implementation, and ongoing support of cloud-based contact center and enterprise voice platforms. This role will focus on Contact Center as a Service (CCaaS) technologies while supporting hybrid environments that include existing Avaya and Cisco voice platforms during periods of modernization and transition. The ideal candidate has strong experience with cloud contact center solutions, core voice and telephony concepts, and the ability to engineer, support, and troubleshoot hybrid voice environments. Scripting and automation skills are desired to assist with operational efficiency and platform integration. This role will work closely with Voice, Network, Security, Application, and Operations teams to ensure reliable, scalable, and secure customer communication services across a distributed enterprise environment. Duties & Responsibilities Design, implement, and support CCaaS and cloud-based contact center platforms, including voice routing, IVR, call flows, and customer interaction services. Engineer and support hybrid voice environments, integrating CCaaS platforms with on‑prem Avaya and Cisco voice systems. Provide Tier II and Tier III engineering support for voice, contact center, and call routing issues across cloud and legacy platforms. Support administration, configuration, and optimization of CCaaS platforms, including call flows, routing logic, reporting, and performance monitoring. Collaborate with Network and Security teams to ensure proper SIP, SBC, firewall, and identity integrations. Assist with Avaya and Cisco voice systems as needed during transition and coexistence, including PBX, call routing, and session management components. Utilize scripting or automation to streamline operational tasks, integrations, or platform support activities. Coordinate with vendors and service providers for implementations, troubleshooting, upgrades, and platform roadmap planning. Manage changes within the voice and contact center environment and assess impact to dependent systems and cross‑project initiatives. Develop and maintain technical documentation, diagrams, call flow designs, and operational procedures. Attend and contribute to voice and contact center design discussions, project meetings, and operational reviews. Required Knowledge & Experience Cloud & CCaaS Hands‑on experience with CCaaS or cloud contact center platforms. Strong understanding of call center operations, call routing, IVR, and customer interaction flows. Experience integrating cloud contact center platforms with enterprise systems and applications. Voice & Telephony Working experience with Avaya voice platforms, such as: Communication Manager Session Manager SIP-based call routing and integration Experience with Cisco voice technologies is preferred. Strong understanding of VoIP protocols (SIP, RTP) and enterprise telephony concepts. Experience with Session Border Controllers (SBCs). Systems & Automation Experience working in Windows and Linux environments. Scripting experience (PowerShell, Python, or similar) to support automation or system integration. Ability to collaborate effectively with engineering, network, security, and application teams.

Skills

CCAI, google cloud platform, reporting tools, troubleshooting

Top Skills Details

CCAI,google cloud platform

Additional Skills & Qualifications

Experience supporting contact center components such as: Reporting and analytics Call recording Workforce management Experience in large, multi‑location or enterprise contact center environments. Vendor management experience. Strong troubleshooting, documentation, and change‑management skills. Ability to balance legacy platform support with cloud modernization initiatives.

Experience Level

Intermediate Level

This is a Contract position based out of Atlanta, GA.

The pay range for this position is $50.00 - $60.00/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

This is a hybrid position in Atlanta,GA.

This position is anticipated to close on Jun 11, 2026.

About TEKsystems

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems and TEKsystems Global Services

We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.