IT Telecommunications Engineer IV

IT Telecommunications Engineer IV – Modivcare Modivcare is looking for an experienced IT Telecommunications Engineer IV to join our team. This role focuses on designing, developing, integrating, and supporting advanced contact center solutions using Genesys Cloud (CX) technologies. The engineer will combine deep technical expertise with strategic understanding of customer experience to ensure scalable, reliable, and high-performing systems that align with organizational goals. Responsibilities Configure and manage Genesys Cloud routing, queues, agent profiles, permissions, and reporting. Provide support for the organization’s CCaaS (Genesys Cloud CX) platform. Apply expert knowledge of Genesys Cloud Architect, Genesys Cloud APIs, and Data Actions. Participate in CI/CD pipelines using version control (Git) and possess strong knowledge of REST APIs, JSON, OAuth, and microservices architectures. Design and maintain contact center infrastructure, including IVR/IVA omni‑channel flows (chatbots, digital channels, and routing logic). Collaborate with telecom carriers, network and development teams on projects and new initiatives. Provide support for contact center related technologies such as reporting, outbound campaigns, and workforce management. Partner with telecom service vendors (Bandwidth, Veridas, Twilio, Google) on offerings and support a combination of infrastructure design and maintenance. Work with network, server, and other IT departments to provision necessary infrastructure for telecom environments. Develop and maintain disaster recovery and business continuity plans for telecom and contact center systems. Continuously monitor and optimize the performance of telecom and contact center systems, identifying and addressing bottlenecks, inefficiencies, and areas for improvement. Implement quality assurance processes for telecom services and contact center interactions, including monitoring call recordings, analyzing performance metrics, and providing feedback and coaching to improve service quality and customer satisfaction. Support projects and perform other duties as assigned. Qualifications Bachelor’s Degree preferred. Seven (7) or more years of overall telecom experience, or an equivalent combination of education and/or experience. Extensive knowledge of telecommunications technology systems and processes. Minimum of 3 years of proven experience with Genesys Cloud Architect in a high‑volume contact center setting. PC literate, including proficiency in Microsoft Office Suite (Excel, Word, etc.). Strong communication skills (listening, speaking, writing). Ability to work under pressure and handle stress. Availability for on‑call support (after hours and weekends). Team player with excellent organizational and coordination skills. Sound analytical skills and ability to self‑manage tasks and projects while keeping management informed of progress. Salary and Bonus Salary: $97,200 – $133,700. Bonus eligible based on individual and company performance. Benefits Medical, Dental, and Vision insurance Employer‑paid basic life insurance and AD&D voluntary life insurance (Employee/Spouse/Child) Health care and dependent care flexible spending accounts (pre‑tax and post‑tax) Commuter and parking benefits 401(k) retirement savings plan with company match Paid time off, paid parental leave, short‑term and long‑term disability Tuition reimbursement Employee discounts (retail, hotel, food, restaurants, car rental, and more) Equal Opportunity Employer Modivcare is an Equal Opportunity Employer. EEO is The Law. Minorities/Women/Protected Veterans/Disabled. We consider all applicants for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, handicap or disability, or status as a Vietnam‑era or special disabled veteran in accordance with federal law. For more information or assistance, please reach out to View email address on click.appcast.io. Please note, Modivcare will never ask any potential applicant for employment for any personal identifiable information via social media and will never ask for money. If you suspect a recruiter requesting such information, please report the individual to the appropriate platform. #J-18808-Ljbffr ModivCare Solutions, LLC