Location: Remote | Contract: Annual, with possibility of extension | Schedule: Full-time.
We are looking for a hands-on Telephony UC Engineer with proven production experience managing Alvaria and Noble environments at scale.
This role is not entry-level and requires prior ownership of live dialer, routing, and WFM configurations supporting business-critical operations.
Why You’ll Love This Role
* Annual contract with the possibility of extension, offering stability and growth opportunities.
* Work with U.S.-based clients to gain international exposure.
* Collaborate with experienced professionals in the industry.
* Remote flexibility, allowing you to work from anywhere while supporting global operations.
Key Responsibilities
Platform Administration and Support
* Administer and maintain the Noble and Alvaria CX platforms, including dialers, campaign management, predictive dialing, IVR flows, and call routing.
* Own configuration and optimization of Alvaria WFM (forecasting, scheduling, adherence)
* Optimize voice, chat, and omnichannel routing within Alvaria systems.
* Ensure proper operation of call recording, quality monitoring, and compliance features.
Integration and Optimization
* Integrate Alvaria with CRM systems, ticketing tools, and workforce management platforms.
* Design and own operational dashboards used by Alvaria Performance Center leadership
* Monitor and tune campaign KPIs to maximize efficiency.
* Design call flows, IVR menus, and queue strategies aligned with business needs.
Reliability and Operations
* Monitor telephony infrastructure to ensure system health and call quality.
* Troubleshoot SIP signaling, trunking, call routing, and CTI integration issues.
* Perform upgrades, hotfixes, and patches on Alvaria and Noble components.
* Maintain system documentation and operational runbooks.
Collaboration and Governance
* Partner with Network, Security, and Infrastructure teams to ensure secure voice services.
* Work closely with Contact Center Operations to implement campaign changes.
* Manage vendor escalations with Alvaria support.
What We’re Looking For
* Proven experience with Alvaria and Noble platforms, including UIP, ALM, and WFM.
* Strong background in contact center environments.
* Hands-on experience with installation, configuration, and ongoing support.
* Excellent problem-solving and communication skills.
