IVR / Telephony Engineer - Contact Center

Mid-Level IVR / Telephony Engineer

ITCON is seeking a skilled Mid-Level IVR / Telephony Engineer to architect and maintain the communications backbone of the call center. This call center facility operates 24/7/365 as the central hub for the government.

In this role, you will manage our FedRAMP-authorized Contact Center as a Service (CCaaS) environment. You will ensure that critical law enforcement calls are routed seamlessly, wait times are kept under one minute during surges, and our voice networks are aggressively defended against cyber and Telephony Denial of Service (TDoS) threats.

IVR & Routing Engineering

• Design, configure, and maintain complex Interactive Voice Response (IVR) menus and omnichannel routing scripts using Genesys (Genesys Cloud CX / Architect) to support an estimated 700+ daily law enforcement calls.
• Configure dynamic routing and queue management within the Genesys environment to ensure the system scales on-demand, absorbing sudden call volume surges (e.g., during mass enforcement operations) without degrading the <1 minute wait time Service Level Agreement (SLA).
• Develop and maintain Computer Telephony Integration (CTI) between Genesys and ServiceNow, ensuring "single-pane-of-glass" screen pops, automated case logging, and seamless data passing for call center operators.

Voice Security & Defense

• Administer SecureLogix voice firewalls to analyze call signaling in real-time, detecting and blocking call flooding or Telephony Denial of Service (TDoS) attacks at the network edge before they impact operator availability.
• Ensure all telephony operations comply with Client 4300A and Trusted Internet Connection (TIC) requirements, maintaining strict protection over Law Enforcement Sensitive (LES) communications.

Infrastructure & COOP Support

• Support the technical configuration of redundant connectivity, including dual-carrier fiber paths and independent Tactical Communications (TACCOM) systems to ensure 100% uptime during commercial network failures.
• Serve as the Tier 2/3 technical escalation point for SIP, VoIP, and telecom infrastructure issues, utilizing proactive monitoring tools to identify and resolve audio quality or routing anomalies.

Required Qualifications

• Citizenship: Must be a United States Citizen (Required by government contract).
• Experience: 3 to 5 years of hands-on experience in telecommunications, IVR development, or CCaaS administration.
• Platform Expertise: Demonstrated experience configuring and managing Genesys contact center solutions (Genesys Cloud CX, Genesys Engage, or PureConnect).
• Technical Knowledge: Strong understanding of VoIP protocols (SIP, RTP), telecom networking, and API integrations (REST/SOAP).
• Security Mindset: Familiarity with telephony security concepts, including defending against toll fraud and TDoS attacks.

Preferred Qualifications

• Experience integrating Genesys platforms with IT Service Management (ITSM) tools like ServiceNow.
• Certifications in Genesys (e.g., Genesys Cloud Certified Professional) or general networking (CCNA Collaboration).
• Previous experience supporting Client, ICE, or other federal law enforcement telephony environments.