Senior Telephony Engineer

Overview National Debt Relief is seeking an experienced Senior Telephony Engineer to join our Telephony Engineering team. This role is critical in ensuring the stability, scalability, availability, performance, and continuous improvement of our voice and contact center platforms that power customer interactions across the business. The Senior Telephony Engineer will be responsible for leading the design, implementation, optimization, and maintenance of call routing, IVR, queueing, recording, and real-time/historical reporting capabilities, while partnering with operations, compliance, and engineering teams to deliver a high-quality customer and agent experience. This role will also serve as a technical subject matter expert for contact center architecture, platform integrations, and production voice operations. The ideal candidate brings a strong technical engineering background, extensive hands-on experience operating production call centers, and deep familiarity with modern CCaaS platforms. Responsibilities Essential Duties/Responsibilities Design, configure, optimize, and maintain contact center voice infrastructure including IVRs, call flows, routing logic, skills-based queues, call recording, and screen pop integrations. Administer, support, and enhance Salesforce Service Cloud Voice, Amazon Connect, and Five9 environments. Lead the design and maintenance of integrations between telephony platforms and Salesforce, workforce management, quality management/speech analytics, and reporting tools. Partner with business operations to support and optimize outbound dialing strategies and contact management processes. Troubleshoot and lead resolution efforts for complex production voice and contact center incidents. Provide technical guidance and best practice recommendations related to contact center architecture, scalability, and platform enhancements. Document architecture, call flows, configurations, operational procedures, and implementation standards. Qualifications Education/Experience Bachelor’s degree in information technology, computer science, telecommunications, business administration, or related field required. 7+ years of experience as a telephony or contact center engineer in a production environment supporting a live call center. Advanced hands-on engineering experience administering and configuring at least one major CCaaS platform (preference to experience implementing Salesforce Service Cloud Voice with Amazon Connect). Strong experience supporting high-volume outbound campaign dialing, answering machine detection, and compliance-driven pacing controls in a contact center processing large daily call volumes. Experience designing and implementing complex IVRs and contact flows (e.g., Amazon Connect Contact Flows or Salesforce Omni-Channel Flows). Experience building serverless integrations (AWS Lambda) for Amazon Connect contact flows. Experience with speech analytics, transcription, and quality management platforms. Experience with observability tooling (Datadog, Splunk, CloudWatch) applied to voice paths. Experience with conversation AI/NLU platforms (preference to Amazon Lex) for intent recognition. Required Skills/Abilities Strong scripting/automation skills in Python, Node.js, or similar, with comfort consuming REST APIs and webhooks. Advanced troubleshooting skills and the ability to lead incident response for complex production voice issues. Excellent communication skills; able to work cross-functionally with operations, vendors, leadership, and engineering teams. Familiarity with Salesforce administration concepts (Flows, Omni-Channel, Service Cloud objects). Ability to evaluate existing telephony architecture and recommend scalable technical improvements and operational efficiencies. National Debt Relief Role Qualifications: Computer competency and ability to work with a computer. Prioritize multiple tasks and projects simultaneously. Exceptional written and verbal communication skills. Punctuality expected, ready to report to work on a consistent basis. Attain and maintain high performance expectations on a monthly basis. Work in a fast-paced, high-volume setting. Use and navigate multiple computer systems with exceptional multi-tasking skills. Remain calm and professional during difficult discussions. Take constructive feedback. Compensation Information Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for each position across the US. Within the range, individual pay is determined by work location, job-related skills, experience, and relevant education or training. This good faith pay range is provided in compliance with NYC law and the laws of other jurisdictions that may require a salary range in job postings. The salary for this position is $127,500 to $146,500 annually. About National Debt Relief National Debt Relief was founded in 2009 with the goal of helping an expanding number of consumers deal with overwhelming debt. We are one of the most-trusted and best-rated consumer debt relief providers in the United States. As a leading debt settlement organization, we have helped over 450,000 people settle over $10 billion of debt, while empowering them to lead a healthier financial lifestyle and feel free to live their best life. At National Debt Relief, we treat our clients like real people. Our purpose is to elevate, empower, and transform their lives. Rated A+ by the Better Business Bureau, our goal is to help individuals and families get out of debt with the least possible cost through conducting financial consultations, educating the consumer and recommending the appropriate solution. We become our clients' number one advocate to help them reestablish financial stability as quickly as possible. Want to learn more about who we are? Connect with us on social! Benefits National Debt Relief is a team-oriented environment full of rewards and growth opportunities for our employees. We are dedicated to our employee's success and growth within the company, through our employee mentorship and leadership programs. Our extensive benefits package includes: Generous Medical, Dental, and Vision Benefits 401(k) with Company Match Paid Holidays, Volunteer Time Off, Sick Days, and Vacation 12 weeks Paid Parental Leave Pre-tax Transit Benefits No-Cost Life Insurance Benefits Voluntary Benefits Options ASPCA Pet Health Insurance Discount Wellness Incentive Program National Debt Relief is a certified Great Place to Work®! National Debt Relief is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or any other status protected by law. For information about our Employee Privacy Policy, please see here For information about our Applicant Terms, please see here #LI-REMOTE #LI-CB1