Contact Center and UC Engineer

This is Hybrid role (4 days in office /1 day remote)
About your Team:
We are seeking an experienced Contact Center & UC Engineer to join our Voice Services team. This role is responsible for the administration, support, and continuous improvement of IBKR's global contact center platform and unified communications infrastructure. The ideal candidate brings hands-on expertise in Genesys Cloud, Microsoft Teams telephony, and voice gateway technologies, and is comfortable working independently in a fast-paced financial services environment.
This position plays a key role in supporting the multi-location global contact center and a broad set of voice and messaging services used across the organization.

Key Responsibilities

Contact Center Administration & Engineering

Administer, configure, and support the Genesys Cloud contact center platform across multiple locations and business units

Monitor contact center performance, troubleshoot issues, and ensure high availability

Manage incidents and support escalations internally and with the vendor

Design, develop, and maintain IVR call flows, queues, routing strategies, and dial plans

Collaborate with business stakeholders to translate call handling requirements into technical configurations

Support ongoing platform upgrades, integrations, and feature rollouts

Unified Communications & Microsoft Teams Telephony

Administer and support Microsoft Teams Phone services including Direct Routing and Operator Connect

Maintain Teams telephony dial plans, voice policies, and number management

Support UC-related incidents and service requests across the organization

SBC & Voice Infrastructure

Maintain, configure, and support AudioCodes and Ribbon Session Border Controllers (SBCs)

Manage SIP trunks, call routing, and gateway configurations

Perform firmware upgrades, health monitoring, and capacity planning for SBC infrastructure

Troubleshoot SIP signaling, call quality, and interoperability issues between voice platforms

Specialty & Legacy Voice Services

Administer and support the Cloud9 specialty trading turret/phone system

Manage fax services, including DID numbers, analog adapters (ATAs), and fax-to-email integrations

Ensure continuity and reliability of legacy and specialty voice services

Messaging & SMS Services

Support and analyze international SMS API services for business communications

Monitor SMS delivery rates, troubleshoot delivery failures, and liaise with SMS service providers

Manage Sender ID registration processes and related regulatory documentation and paperwork across multiple countries/regions

Scripting, Reporting & Analytics

Develop scripts to automate routine administrative tasks and improve operational efficiency (PowerShell, Python, or similar)

Build and maintain reports and dashboards using Microsoft Excel and SQL to support contact center performance analysis and capacity planning

Query and analyze call data, CDRs, and platform logs to identify trends and support business decisions

Required Qualifications

Bachelor's degree in Information Technology, Computer Science, Telecommunications, or a related field

Minimum 5 years of hands-on experience in contact center administration, unified communications, or voice engineering

Proven experience with Genesys Cloud (administration, IVR/flow development, routing)

Experience with IVR design and development, including call flow logic and best practices

Hands-on experience with Microsoft Teams Phone, Direct Routing, and/or Operator Connect, or similar technologies

Experience with SBC administration (AudioCodes and/or Ribbon preferred)

Strong understanding of SIP, RTP, and VoIP protocols

Proficiency in scripting (PowerShell, Python, or equivalent) for task automation

Proficiency in Microsoft Excel (pivot tables, advanced formulas, data analysis)

Working knowledge of SQL for querying and reporting on voice/contact center data

Ability to work independently and manage multiple priorities in a dynamic environment

Strong troubleshooting and analytical skills with attention to detail

Excellent written and verbal communication skills

Preferred Qualifications

Experience with contact center Workforce Management and Quality Assurance products

Experience with Cloud9 trading turret/communications platform

Familiarity with international SMS regulations, Sender ID registration, and A2P messaging compliance

Experience supporting fax infrastructure (ATAs, fax-to-email, DID management)

Genesys Cloud certifications (e.g., Genesys Cloud CX Certified Associate or Professional)

Microsoft Teams certifications (e.g., MS-700 Managing Microsoft Teams)

Experience in the financial services industry or other highly regulated environments

Familiarity with ITIL practices and service management frameworks
Experience working in a global, multi-site environment.

Company Benefits & Perks

Competitive salary, annual performance-based bonus, and stock grant awards
401(k) retirement plan with competitive company match
Excellent health and wellness benefits, including medical, dental, and vision benefits. 100% employer-paid medical premiums, with generous employer contributions to dental & vision plans as well.
Wellness screening and assessments, health coaches, and counseling services through an Employee Assistance Program (EAP)
Generous paid parental leave (up to 16 weeks paid parental leave for eligible employees)
Company-paid basic life insurance, accidental death & dismemberment (AD&D), and short- and long-term disability coverage
Flexible Spending Accounts (Healthcare, Dependent Care, and Commuter FSAs)
Quarterly fitness stipend to offset costs associated with traditional gym and fitness memberships or fees
Education reimbursement and professional development opportunities
Legal services, telehealth access, and voluntary insurance options
Backup child and adult care support through Care.com
Daily lunch allowance and fully stocked kitchen with healthy breakfast and snack options