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Open nowPosted 31 days ago

Contact Center and UC Engineer

ibgllc180 open roles

Where
Greenwich, CT, USA
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Your applicationOpen nowContact Center and UC Engineeribgllc · Greenwich, CT, USA

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7.8% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 1.7%1 day
  2. 3.5%3 days
  3. 7.8%7 days
  4. 14.6%14 days
  5. 34.1%30 days
This job: posted 31 days ago

The posting

This is Hybrid role (4 days in office /1 day remote) About your Team: We are seeking an experienced Contact Center & UC Engineer to join our Voice Services team. This role is responsible for the administration, support, and continuous improvement of IBKR's global contact center platform and unified communications infrastructure. The ideal candidate brings hands-on expertise in Genesys Cloud, Microsoft Teams telephony, and voice gateway technologies, and is comfortable working independently in a fast-paced financial services environment.  This position plays a key role in supporting the multi-location global contact center and a broad set of voice and messaging services used across the organization.    Key Responsibilities    Contact Center Administration & Engineering   

Administer, configure, and support the Genesys Cloud contact center platform across multiple locations and business units 

Monitor contact center performance, troubleshoot issues, and ensure high availability 

Manage incidents and support escalations internally and with the vendor 

Design, develop, and maintain IVR call flows, queues, routing strategies, and dial plans 

Collaborate with business stakeholders to translate call handling requirements into technical configurations 

Support ongoing platform upgrades, integrations, and feature rollouts 

  Unified Communications & Microsoft Teams Telephony   

Administer and support Microsoft Teams Phone services including Direct Routing and Operator Connect 

Maintain Teams telephony dial plans, voice policies, and number management 

Support UC-related incidents and service requests across the organization 

  SBC & Voice Infrastructure   

Maintain, configure, and support AudioCodes and Ribbon Session Border Controllers (SBCs) 

Manage SIP trunks, call routing, and gateway configurations 

Perform firmware upgrades, health monitoring, and capacity planning for SBC infrastructure 

Troubleshoot SIP signaling, call quality, and interoperability issues between voice platforms 

  Specialty & Legacy Voice Services   

Administer and support the Cloud9 specialty trading turret/phone system 

Manage fax services, including DID numbers, analog adapters (ATAs), and fax-to-email integrations 

Ensure continuity and reliability of legacy and specialty voice services 

  Messaging & SMS Services   

Support and analyze international SMS API services for business communications 

Monitor SMS delivery rates, troubleshoot delivery failures, and liaise with SMS service providers 

Manage Sender ID registration processes and related regulatory documentation and paperwork across multiple countries/regions 

  Scripting, Reporting & Analytics   

Develop scripts to automate routine administrative tasks and improve operational efficiency (PowerShell, Python, or similar) 

Build and maintain reports and dashboards using Microsoft Excel and SQL to support contact center performance analysis and capacity planning 

Query and analyze call data, CDRs, and platform logs to identify trends and support business decisions 

  Required Qualifications   

Bachelor's degree in Information Technology, Computer Science, Telecommunications, or a related field 

Minimum 5 years of hands-on experience in contact center administration, unified communications, or voice engineering 

Proven experience with Genesys Cloud (administration, IVR/flow development, routing) 

Experience with IVR design and development, including call flow logic and best practices 

Hands-on experience with Microsoft Teams Phone, Direct Routing, and/or Operator Connect, or similar technologies 

Experience with SBC administration (AudioCodes and/or Ribbon preferred) 

Strong understanding of SIP, RTP, and VoIP protocols 

Proficiency in scripting (PowerShell, Python, or equivalent) for task automation 

Proficiency in Microsoft Excel (pivot tables, advanced formulas, data analysis) 

Working knowledge of SQL for querying and reporting on voice/contact center data 

Ability to work independently and manage multiple priorities in a dynamic environment 

Strong troubleshooting and analytical skills with attention to detail 

Excellent written and verbal communication skills 

  Preferred Qualifications   

Experience with contact center Workforce Management and Quality Assurance products 

Experience with Cloud9 trading turret/communications platform 

Familiarity with international SMS regulations, Sender ID registration, and A2P messaging compliance 

Experience supporting fax infrastructure (ATAs, fax-to-email, DID management) 

Genesys Cloud certifications (e.g., Genesys Cloud CX Certified Associate or Professional) 

Microsoft Teams certifications (e.g., MS-700 Managing Microsoft Teams) 

Experience in the financial services industry or other highly regulated environments 

Familiarity with ITIL practices and service management frameworks  Experience working in a global, multi-site environment.

Company Benefits & Perks

Competitive salary, annual performance-based bonus, and stock grant awards 401(k) retirement plan with competitive company match Excellent health and wellness benefits, including medical, dental, and vision benefits. 100% employer-paid medical premiums, with generous employer contributions to dental & vision plans as well. Wellness screening and assessments, health coaches, and counseling services through an Employee Assistance Program (EAP) Generous paid parental leave (up to 16 weeks paid parental leave for eligible employees) Company-paid basic life insurance, accidental death & dismemberment (AD&D), and short- and long-term disability coverage Flexible Spending Accounts (Healthcare, Dependent Care, and Commuter FSAs) Quarterly fitness stipend to offset costs associated with traditional gym and fitness memberships or fees Education reimbursement and professional development opportunities Legal services, telehealth access, and voluntary insurance options Backup child and adult care support through Care.com Daily lunch allowance and fully stocked kitchen with healthy breakfast and snack options

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