Senior Cloud Telephony Platform Engineer - Cloud Telephony

Overview

Are you looking for an opportunity to advance your career? We are seeking top talent to join the Rollins Information Technology team!

The Senior Cloud Telephony Platform Engineer is responsible for the architecture, engineering, administration, integration, and optimization of enterprise telephony and customer engagement platforms. This role serves as the senior technical resource for cloud contact center, telephony, omnichannel, IVR, IVA, AI Agent, and unified communications technologies, ensuring scalable, secure, and highly available services across the organization.

The engineer will design and maintain enterprise voice and digital communication platforms while partnering with business leaders, application teams, CRM administrators, infrastructure teams, security teams, and external vendors to deliver modern customer experience solutions. This position requires both hands-on engineering expertise and solution architecture experience, with a strong focus on platform strategy, integration design, automation, AI enablement, and operational excellence.

Apply in minutes with a resume, even from your mobile device!

Responsibilities

You will...

Platform Architecture & Engineering

• Serve as the senior technical owner for cloud telephony and contact center platforms
• Design and implement scalable CCaaS, UCaaS, and enterprise telephony architectures
• Develop architecture standards, platform roadmaps, and technical governance practices
• Evaluate emerging communication technologies and make recommendations for adoption
• Lead platform modernization initiatives and migration projects
• Design highly available and resilient voice architectures supporting enterprise operations
• Ensure Security elements are implemented such as SSO/SAML, MFA, data retention requirement, Call recording governance, and Privacy and compliance controls

Telephony & Contact Center Platforms

• Configure, administer, and optimize cloud telephony environments
• Manage SIP trunking, carrier integrations, voice routing, number provisioning, and call flow design
• Support global telephony infrastructure, DID management, toll-free services, emergency services, and voice resiliency
• Design and maintain various routing such as Intelligent call routing, skills-based routing, priority routing, overflow, etc)
• Optimize customer journeys using routing analytics and operational data
• Develop customer experience workflows to improve containment rates, response times, and customer satisfaction

Omnichannel Solutions

• Engineer and support omnichannel customer engagement capabilities
• Develop seamless customer interactions across digital and voice channels
• Ensure consistent customer experience and reporting across all engagement platforms

IVR, IVA & Conversational AI

• Design, implement, and optimize: IVA, IVR, AI agents, various bots
• Partner with AI teams and business stakeholders to develop automated customer engagement solutions
• Integrate AI services such as Natural Language Processing (NLP), Speech Recognition, Voice Analytics, Sentiment Analysis
• Continuously improve automation accuracy and customer self-service capabilities

CRM & Enterprise Application Integrations

• Architect and support integrations between communication platforms and business systems
• Design secure data exchange mechanisms using APIs, web services, middleware, and event-driven architectures
• Work closely with business application teams to streamline customer workflows and agent experiences
• Implement screen pops, customer context delivery, workforce optimization integrations, and reporting feeds

Automation & Analytics

• Develop automation solutions to improve platform efficiency and reduce operational overhead
• Create monitoring, alerting, and reporting solutions for voice and customer engagement platforms to support operational decision-making
• Analyze platform performance metrics including Service Levels, Abandonment Rates, Call Quality, Routing Effectiveness, Agent Utilization, AI Containment Metrics

The Benefits...

• Challenging position with a financially stable and reputable company (NYSE: ROL)
• Comprehensive benefits package including medical, dental, vision, maternity & life insurance
• 401(k) plan with company match, employee stock purchase plan 
• Teammate discounts, tuition reimbursement, and dependent scholarship awards   
• Paid Time Off
• Work Environment: Opportunity for hybrid office and home-based working arrangements once onboarded and trained. Must currently reside in the Atlanta metro area.

Why Rollins?

Rollins, Inc., is a global consumer and commercial service company that provides accurate, comprehensive, and efficient pest management services for both residential and commercial customers. The Pest Management industry is $20B and growing and provides services and protection against termite damage, rodents, and insects to more than 2M customers in the US alone.  Rollins is headquartered in Atlanta, GA and has over 800 locations worldwide, over 20,000 teammates, and reaches over $3.5B Revenues annually (NYSE: ROL). 

The core business is operated through our wholly owned subsidiaries, the largest of which include Orkin US, HomeTeam Pest Defense, Clark Pest Control, Fox Pest Control, Orkin Canada, Western Pest Services, Northwest Exterminating, and TruTech Wildlife.

The mission of Rollins is to empower our brands to focus on best serving their teammates and customers.

Learn more about Rollins careers as well as our diversity, equity, and inclusion efforts on our careers page: www.careers.rollins.com

Qualifications

The Experience You Will Bring (Minimum Requirements):

• Bachelor's degree in Information Technology, Computer Science, Telecommunications, Engineering, or equivalent work experience may be considered in lieu of degree
• Minimum 3+ years of senior-level experience administering and engineering enterprise cloud telephony platforms
• Minimum 3+ years of architecture, solution design, or technical leadership experience
• Strong communication and presentation skills
• Ability to translate business requirements into technical solutions
• Proven ability to lead complex enterprise initiatives with minimal supervision
• Strong analytical and troubleshooting skills
• Ability to mentor engineers and influence technical direction
• Ability to work effectively with executive leadership, business stakeholders, and external vendors
• Experience with cloud solutions such as Five9, NICE CXone, Genesys Cloud, Avaya Experience Platform, or Amazon Connect

Technical skills

• CCaaS platforms
• Cloud telephony systems
• UCaaS solutions
• SIP and VoIP technologies
• Contact center routing design
• Omnichannel engagement platforms
• IVR and IVA platforms
• AI Agent technologies
• CRM integrations
• REST APIs
• Web services
• Middleware technologies
• Microsoft Teams Phone
• SAML Authentication
• Telephony analytics
• Workforce engagement solutions
• Call recording technologies
• Cloud architecture principles

Preferred Qualifications

• Cloud certifications in Azure, AWS, or contact center platforms
• Experience supporting M&A activities and telephony platform consolidations

Physical Demands / Working Environment:

• We require the ability to pass a drug screen and background checks.  Candidates must have the ability to perform the requirements of the job with or without accommodations.

Are you ready to take your CAREER to the next level?

Apply in minutes with a resume – even from your mobile device!

Rollins, Inc. is an Equal Opportunity / Protected Veterans / Individuals with Disabilities Employer