Telephony, IVR and Communications Specialist

Want to lead complex telephony and IVR systems that directly impact the customer experience? In this central role, you will design, develop, and optimize data-driven IVR and Self-Service scenarios, while performing real-time integration with CRM and ERP systems and incorporating Voicebots, Conversational AI, and STT/TTS technologies. Responsibilities include managing Genesys Contact Center systems, queues, and Skill-based Routing, maintaining SBC servers and SIP Trunks, resolving audio quality issues, and working with SIP, RTP, and WebRTC. Simultaneously, you will lead communication infrastructures in Data Center and Campus environments using Cisco ACI, Cisco DNA Center / Catalyst Center, and NAC systems such as Cisco ISE, and tackle complex communication challenges in real-time.

We are looking for a sharp, curious Voice & Network professional with a systemic vision, who brings deep expertise in the planning, implementation, maintenance, and development of complex IVR scenarios and Data-Driven integrations – a must.

• At least 3–5 years of experience as a Telephony and Communications Specialist or Voice & Network Engineer in a medium-to-large organization – a must.
• Experience working with SBC servers, with an emphasis on AudioCodes, SIP Trunks management, and a deep understanding of the SIP protocol – a must.
• Practical experience in managing Cisco switches, Cisco ACI architecture including Spine-Leaf and APIC Controller, and working with Cisco DNA Center / Catalyst Center – a must.
• Practical experience in the implementation, management, and maintenance of NAC systems such as Cisco ISE – a must.
• Familiarity and practical use of AI technologies in telephony, including Voicebots, Conversational IVR, and STT/TTS – a must or a significant advantage, depending on the scope of experience.
• Practical experience with Genesys Cloud, Genesys Engage, or PureCloud systems – a very significant advantage.

Required are Troubleshooting and Packet Analysis skills to resolve complex issues in real-time and under pressure, service-oriented thinking focused on Customer Experience, and an excellent ability to work with both technical and business stakeholders. High level of English in speaking and writing.

This is the time to send your CV to Mertens Malam Team, the largest and leading company in the economy for technological recruitment, and build and advance your technological career through us.