About the Company

Teleperformance is looking for an experienced Voice Lead Engineer to join our team. In this role, you will design, implement, and support cloud and hybrid contact center voice solutions across the region. This is a hands-on leadership role, where you will manage engineers while also working directly on voice platforms and client solutions.

About the Role

This is a hands-on leadership role, where you will manage engineers while also working directly on voice platforms and client solutions.

Responsibilities

Design, implement, and support cloud contact center platforms such as NICE CXone, Genesys Cloud, and other voice solutions
Lead end-to-end client projects: design, implementation, migration, and post-production support
Handle incident management, troubleshooting, and root cause analysis (SIP, SBC, VoIP)
Manage and mentor a team of engineers
Work closely with clients, vendors, and internal teams
Support and optimize voice systems, including routing, IVR, and ACD configurations
Drive system improvements for performance, stability, and scalability
Support deployments, upgrades, and maintenance activities
Ensure compliance with security standards (PCI-DSS, ISO, SOC II)
Manage telco vendors, billing, and voice platform costs

Qualifications

Bachelor's degree in IT or related field
Minimum 5 years of experience in voice/contact center technologies

Required Skills

Strong knowledge of VoIP, SIP, RTP, call flows, and troubleshooting
Experience with CCaaS platforms (e.g., NICE CXone, Genesys Cloud)
Hands-on experience with SBC platforms (e.g., Asterisk, AudioCodes, Oracle/Acme Packet, FreePBX)
Good understanding of networking (NAT, firewall, QoS, latency, jitter)
Experience with integrations (CRM, APIs, WebRTC, CTI)
Strong problem-solving and communication skills
Able to work independently and in a fast-paced environment

Preferred Skills

Flexibility required for occasional evenings or weekends based on project needs