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
