Senior Systems Engineer (Contact Center)

Job title:

Senior Systems Engineer (Contact Center)

Company

Cpl Group

Job description

About the RoleWe are seeking a Senior Systems Engineer to join a forward-thinking technology team in Galway. This role will focus on designing, implementing, and supporting advanced contact center and voice routing solutions that power high-volume customer interactions across multiple channels. You will work within an agile environment to enhance platform stability, optimize performance, and lead continuous improvement initiatives.Responsibilities

• Develop and maintain complex voice and digital routing strategies using industry-leading contact center platforms.
• Troubleshoot and resolve voice communication issues, including SIP, RTP, SBC configuration, and cloud integrations.
• Collaborate with cross-functional teams to ensure high availability and business continuity of contact center services.
• Support 24/7 operational environments with proactive monitoring, incident management, and root cause analysis.
• Document processes and provide training to ensure knowledge sharing across the team.
• Lead automation and DevOps initiatives to improve platform reliability and deployment efficiency.

What You’ll Need

• 5-7+ years’ experience in contact center voice and digital routing technologies (Genesys experience preferred).
• Expertise with SIP, RTP, VoIP protocols, SBC management, and call flow design.
• Strong knowledge of cloud contact center solutions and integration with collaboration tools.
• Experience with Linux systems, containerization (Docker), and CI/CD pipelines is a plus.
• Excellent problem-solving skills, strong communication abilities, and experience working in agile teams.
• Ability to work independently and collaborate effectively in a fast-paced environment.

Be part of a high-impact team dedicated to delivering exceptional customer experiences through innovative technology solutions. Enjoy a hybrid working model in Galway with opportunities for professional growth and exposure to cutting-edge platforms.

Expected salary

Location

Galway

Job date

Tue, 22 Jul 2025 22:27:24 GMT

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