Voice Engineer

Job Summary
Our client is seeking a Voice Engineer to join their team! This position is fully remote within the United States, with preference given to candidates located near Louisville, KY.

Core Responsibilities

• Administer and support Webex Contact Center configurations and day-to-day operations
• Manage PSTN connectivity, carrier relationships, number inventory, and number porting activities
• Build, maintain, and troubleshoot IVR workflows, call flows, queues, and routing strategies
• Support voice platform implementations, migrations, and contact center enhancements
• Investigate and resolve voice, routing, and contact center performance issues
• Partner with business stakeholders to improve customer experience and call handling efficiency
• Support integrations and operational initiatives across enterprise voice and contact center platforms

Required Skills/Experience (Must-Haves)

• Hands-on experience administering Webex Contact Center (WxCC)
• Strong understanding of PSTN, SIP, telephony, and voice routing concepts
• Experience designing and supporting IVR workflows, call flows, queues, and routing strategies
• Senior-level experience supporting contact center operations, implementations, or architecture
• Strong troubleshooting skills across voice and contact center environments
• Experience managing number porting activities, carrier coordination, and DID inventory
• Ability to communicate technical concepts effectively to both technical and non-technical audiences

Preferred Skills/Experience (Nice-to-Haves)

• Experience with Webex Contact Center Flow Designer
• Experience supporting enterprise voice platforms or cloud contact center environments
• Experience with contact center migrations or platform modernization initiatives
• Experience with ServiceNow integrations and API integrations
• Experience with Genesys, NICE CXone, Amazon Connect, or Five9
• Knowledge of skill-based routing and queue optimization
• Experience supporting multi-brand or multi-business unit environments

Key Competencies & Behaviors

• Voice Architecture and Contact Center Design
• Problem Solving and Technical Troubleshooting
• Stakeholder Communication and Conflict Resolution
• Cross-Functional Collaboration
• Independent Ownership and Execution

Work Environment

• Location: Remote - United States
• Preference for candidates located near Louisville, KY

Compensation & Benefits

• Pay Range: The approximate pay range for this position is between $31.00 and $45.00. Please note that the pay range provided is a good faith estimate. Final compensation may vary based on factors including but not limited to background, knowledge, skills, and location. We comply with local wage minimums.
• Medical, Dental, & Vision Insurance Plans
• Employee-Owned Profit Sharing (ESOP)
• 401K offered

About KellyMitchell
At KellyMitchell, our culture is world class. We’re movers and shakers! We don’t mind a bit of friendly competition, and we reward hard work with unlimited potential for growth. This is an exciting opportunity to join a company known for innovative solutions and unsurpassed customer service. We're passionate about helping companies solve their biggest IT staffing & project solutions challenges. As an employee-owned, women-led organization serving Fortune 500 companies nationwide, we deliver expert service at a moment's notice.

Marketing Disclosure
By applying for this job, you agree to receive calls, AI-generated calls, text messages, or emails from KellyMitchell and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy at https://www.careers.kellymitchell.com/privacy-policy