View all jobs

Senior Engineer - Voice and Call Center

  • Las Vegas, Nevada

Fusion HCR is Hiring!

Role: Senior Engineer – Voice and Call Center
Location: Las Vegas, Nevada
Work Arrangement: Onsite
Employment Type: Full-time
Industry: Gambling Facilities and Casinos

This senior engineering role supports voice services and contact center operations at a large integrated resort. The engineer will serve as a subject matter expert for the omnichannel environment, with responsibility for both cloud contact center platforms and enterprise voice infrastructure. The position combines hands-on administration and advanced troubleshooting with technical planning, project implementation, and operational support. The successful candidate will work with technology and operations partners to maintain reliable communications and improve guest engagement across voice and digital channels. This role requires onsite work, flexibility to support varied shifts, and participation in a rotating on-call schedule for after-hours, weekend, and emergency needs.

Position Overview

Fusion HCR is seeking a Senior Engineer – Voice and Call Center to support enterprise contact center platforms and voice services. The role’s primary focus is Genesys Cloud CX, including contact center workflows, routing, integrations, and the wider omnichannel experience across voice, email, SMS, chat, and AI. The engineer will also maintain and troubleshoot Avaya voice platforms, session border controllers, and related infrastructure while supporting the migration of enterprise voice systems and the phased replacement of legacy PBX equipment.

Working closely with IT, digital teams, network engineering, the NOC, the service desk, and operations stakeholders, this engineer will resolve complex incidents, guide technical implementations, and provide insights into contact center performance. The role also supports proactive maintenance, emergency calling compliance, and reliable day-to-day service for guests and team members.

Key Responsibilities

  • Serve as the subject matter expert for Genesys Cloud CX, administering IVR and Architect workflows, queues, routing, schedules, data actions, and CRM integrations.

  • Support omnichannel customer journeys across voice, email, SMS, chat, and AI integrations, coordinating system compatibility and data synchronization with IT and digital teams.

  • Manage cloud SIP interconnects and administer Avaya platforms, gateways, session border controllers, and related voice infrastructure.

  • Lead technical planning, deployment, cutover, and post-cutover support for voice infrastructure migration; support the replacement of legacy PBX systems and migration of connected devices.

  • Troubleshoot complex SIP signaling, media, contact center, and omnichannel issues; use diagnostic tools and packet analysis to investigate service-impacting problems.

  • Monitor contact center performance and provide operational insights using analytics, dashboards, and reporting tools.

  • Maintain emergency calling configurations and compliance, certificates, security profiles, and infrastructure lifecycle activities.

  • Provide tier-three support, technical guidance, ticket updates, and cross-functional incident coordination; participate in on-call coverage and support maintenance and MAC activities.

Required Qualifications

  • Bachelor’s or associate degree in computer science, information technology, or a related field, or an equivalent combination of professional experience, training, and industry certifications.

  • At least two years of hands-on experience implementing, administering, and supporting enterprise contact center and voice technologies.

  • Experience with Genesys Cloud CX, VoIP, SIP and H.323, session border controllers, and cloud-based omnichannel solutions supporting voice, email, SMS, chat, and AI interactions.

  • Advanced experience administering and supporting Avaya Communication Manager, System Manager, Control Manager, G450 gateways, Avaya SBCs, IX Messaging, Experience Portal, and Dynamic Self-Service solutions.

  • Experience with moves, adds, and changes; Linux troubleshooting; certificate renewal and troubleshooting across Avaya, Windows, and Linux environments; and complex telecommunications issue resolution.

  • Working knowledge of IX Messenger and Linux commands.

  • Clear spoken and written English communication skills and the ability to work effectively with guests and team members from varied backgrounds and experience levels.

  • Ability to work varied shifts, including nights, weekends, and holidays, and participate in rotating on-call support.

  • At least 21 years of age, authorization to work in the United States, and ability to obtain and maintain licenses or certifications required by law or policy.

Why Join Us

  • Work on enterprise-scale voice and contact center platforms, including Genesys Cloud CX and Avaya infrastructure.

  • Contribute to omnichannel services that support guest engagement across voice and digital interactions.

  • Collaborate with IT, digital, network engineering, NOC, service desk, and operations teams on technology initiatives and service improvements.

  • Take part in significant voice infrastructure migration and modernization efforts.

  • Apply technical expertise to complex, high-availability systems and help strengthen day-to-day operational reliability.

  • Access benefits and advancement opportunities, as described by the organization.

  • Build experience across cloud contact center technology, enterprise voice services, and operational support in a large integrated resort environment.