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.

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

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

telephony engineeringCCaaSUCaaSSIP protocolVoIP infrastructurecloud PBXIVRACD call routingnetwork fundamentalstroubleshooting

Soft Skills

communicationcollaborationtroubleshooting skillstechnical onboardingclient advisement