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Telephony Tech Lead
Location
United States
Posted
85 days ago
Salary
$100K - $120K / year
Seniority
Senior
Job Description
Telephony Tech Lead
Eltropy
• Design, configure, and deploy CCaaS (Contact Center as a Service) and UCaaS (Unified Communications as a Service) solutions tailored to credit union environments • Integrate Eltropy's AI Voice 2.0 voicebot and AI Assistant products with client telephony systems including SIP trunks, PBX, and IVR platforms • Partner with Onboarding Managers to execute technical onboarding for new credit union clients, including network assessments, call flow design, and go-live support • Troubleshoot and resolve telephony infrastructure issues across SIP, VoIP, and cloud PBX environments • Document client telephony configurations, escalation paths, and network topology in internal systems • Collaborate with the product and engineering teams to identify and communicate client-reported issues, feature gaps, or integration improvements • Support QA testing of voice agent configurations, including DTMF routing, warm/cold transfer flows, and bilingual (English/Spanish) language persistence • Develop and maintain internal technical documentation, runbooks, and client-facing configuration guides • Advise clients on telephony best practices, compliance considerations (NCUA, CFPB), and security posture relevant to financial institutions.
Job Requirements
- 4+ years of hands-on experience in telephony engineering, with a strong focus on CCaaS and UCaaS platforms
- Demonstrated experience deploying and supporting telephony solutions specifically within credit unions or financial institutions
- Proficiency with SIP protocol, VoIP infrastructure, cloud PBX systems, and IVR/ACD call routing
- Experience with platforms such as Genesys, Five9, NICE CXone, Cisco Webex Calling, RingCentral, Twilio, or similar CCaaS/UCaaS providers
- Working knowledge of network fundamentals: QoS, VLAN segmentation, firewall rules for voice traffic, and NAT traversal
- Ability to read and interpret network diagrams and collaborate with client IT/network teams
- Strong troubleshooting skills across voice quality issues, latency, jitter, and packet loss
- Excellent written and verbal communication skills with the ability to translate technical requirements for non-technical stakeholders.
Benefits
- Health insurance
- 401(k) matching
- Flexible work hours
- Paid time off
- Remote work options
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