TEKsystems · 11 hours ago
Voice Engineer & IVR Specialist
Columbia, MD
Full-time
Onsite
Senior Level
$20/hr - $30/hrTEKsystems is a leading provider of business and technology services, helping clients activate ideas and solutions to take advantage of new opportunities. They are seeking a Voice Engineer & IVR Specialist to support operational monitoring and reliability for critical voice/contact-center capabilities, manage incidents, and enhance voice services across Genesys Cloud and NiCE environments.
Information Technology
Responsibilities
Support operational monitoring and reliability for critical voice/contact-center capabilities, aligned to MSP expectations for availability, performance, and operational response
Provide proactive monitoring, incident and problem management, and event response for voice services supporting business operations across Genesys Cloud and/or NiCE contact-center environments
Execute changes with appropriate governance and documentation (release/change discipline)
Maintain operational documentation/runbooks and contribute to continuous service enhancements
Coordinate vendors/carriers as required
Administer and troubleshoot IVR and voice services, call flows, routing, and supporting voice infrastructure
Lead incident communications involving IVR (bridge facilitation, timely stakeholder updates)
Participate in an on-call/escalation rotation
Troubleshoot voice quality and signaling
Track and report SLAs/KPIs
Follow security/compliance controls (access management and others as applicable)
Qualification
Required
Strong understanding of audiovisual systems, including equipment setup, troubleshooting, and maintenance
Familiarity with Microsoft Teams rooms and experience configuring and integrating AV equipment with the platform
Deep understanding of Microsoft Teams and its features, especially those related to audio and video conferencing
Ability to set up and manage Teams meetings, troubleshoot audio/video issues, and provide technical support to users
Proficiency with conference room AV and camera technologies such as Crestron, Extron, and OneBeyond
Strong problem-solving skills to diagnose and resolve issues quickly
Ability to identify the root cause of audiovisual problems and implement effective solutions
Excellent communication skills for effectively communicating with end-users and understanding their requirements
Collaboration skills for working with other IT teams or vendors to coordinate installations, upgrades, or system integrations
Ability to support and maintain audiovisual systems in Microsoft Teams rooms and conference rooms effectively
Degree in the field of computer science, computer information systems, or computer engineering
Expert Level experience
Benefits
Medical, dental & vision
Critical Illness, Accident, and Hospital
401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
Life Insurance (Voluntary Life & AD&D for the employee and dependents)
Short and long-term disability
Health Spending Account (HSA)
Transportation benefits
Employee Assistance Program
Time Off/Leave (PTO, Vacation or Sick Leave)
Company
TEKsystems
At TEKsystems, they understand people. Every year they deploy over 80,000 IT professionals at 6,000 client sites across North America,
Founded in 1994
10001+ employees
H1B Sponsorship
TEKsystems has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (46)
2024 (52)
2023 (33)
2022 (22)
2021 (36)
2020 (53)
Funding
Current Stage
Late StageLeadership Team
Ryan Skains
Vice President, TEKsystems Global Services
Recent News
2025-11-19
2025-10-29
Company data provided by crunchbase