Telephony Engineer

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Job ID: 51045
Location: San Antonio, Texas
Employment Type: Direct Hire
Last Updated: 6 days ago
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We’re seeking a Telephony Engineer to support our multi-channel contact center operations. This role blends platform administration (LiveVox configuration, campaign management, reporting) with hands-on technical support for PCs, phones, and peripherals. You’ll help keep 50+ contact center employees running smoothly by ensuring the platform, equipment, and workflows are reliable and optimized.

Responsibilities:

  • Configure, maintain, and optimize LiveVox SmartReach campaigns, routing, and system settings
  • Create/manage user profiles, permissions, and security configurations
  • Monitor platform performance and troubleshoot issues proactively
  • Support inbound/outbound contact strategies across multiple channels (voice, SMS, email)
  • Partner with leadership to adjust routing, scheduling, and campaign settings
  • Generate and analyze reports to track KPIs and agent performance
  • Provide onsite and remote support for PCs, phones, and other contact center devices
  • Troubleshoot connectivity, audio, and hardware issues impacting agent productivity
  • Escalate complex issues to IT infrastructure when needed
  • Maintain accurate equipment and support documentation

Requirements:

  • Hands-on experience administering the LiveVox platform (or a comparable contact center platform such as Genesys, NICE CXone, Talkdesk, Five9, etc.) in a contact center environment
  • Strong troubleshooting skills for PCs, telephony devices, and peripherals
  • Knowledge of inbound/outbound calling models and multi-channel contact center operations
  • Excellent communication and problem-solving skills
  • Ability to balance multiple priorities in a fast-paced, high-volume environment
  • Flexibility to work Monday–Saturday, with occasional off-hours troubleshooting
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