Contact Center and UC Engineer

Interactive Brokers Group
Chicago
Workplace: HybridFull timeFunction: DevOps, Cloud & InfrastructureExperience: 5+ yearsEducation: bachelorsSkills: ["Independent work","Troubleshooting","Analytical thinking","Attention to detail","Communication"]

Administer and support IBKR’s global contact center platform and unified communications infrastructure across multiple locations. You’ll manage Genesys Cloud, design IVR call flows and routing, and administer Microsoft Teams Phone (Direct Routing/Operator Connect). The role also covers SIP/VoIP infrastructure including AudioCodes/Ribbon SBCs, SBC/SIP troubleshooting, and continuity for legacy voice systems. You’ll automate tasks with PowerShell/Python and analyze CDRs/logs using SQL and Excel to improve performance and availability.

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FursaFursa
Interactive Brokers Group
Interactive Brokers Group
1 week ago

Contact Center and UC Engineer

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Source: Company careers pageValidated by: Fursa AI
Last checked: 2 days agoStatus: Live

Job Summary

Administer and support IBKR’s global contact center platform and unified communications infrastructure across multiple locations. You’ll manage Genesys Cloud, design IVR call flows and routing, and administer Microsoft Teams Phone (Direct Routing/Operator Connect). The role also covers SIP/VoIP infrastructure including AudioCodes/Ribbon SBCs, SBC/SIP troubleshooting, and continuity for legacy voice systems. You’ll automate tasks with PowerShell/Python and analyze CDRs/logs using SQL and Excel to improve performance and availability.
Location: Chicago
Workplace: Hybrid
Employment Type: Full time
Job Function: DevOps, Cloud & Infrastructure

Key Responsibilities

  • •Administer and support the Genesys Cloud contact center platform across multiple locations and business units.
  • •Monitor performance, troubleshoot issues, and manage incidents/escalations to ensure high availability.
  • •Design, develop, and maintain IVR call flows, queues, routing strategies, and dial plans.
  • •Administer and support Microsoft Teams Phone services (Direct Routing and Operator Connect) including dial plans and number management.
  • •Maintain and troubleshoot AudioCodes and Ribbon SBC voice infrastructure, including SIP trunks, gateway configurations, and firmware/health monitoring.

Pay and Benefits

Perks:401kHealth InsuranceDentalVisionPaid Leave

Key Requirements

  • •Bachelor’s degree in IT, 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 administering Genesys Cloud, including IVR/flow development and routing.
  • •Hands-on experience with Microsoft Teams Phone (Direct Routing and/or Operator Connect) or similar UC technologies.
  • •Strong troubleshooting skills with SIP/RTP/VoIP protocols and scripting/reporting (PowerShell/Python, Excel, SQL).
Experience:5+ yearsFinancial services
Education:Bachelor's in Information Technology, Computer Science, Telecommunications, or a related field
Skills:Independent workTroubleshootingAnalytical thinkingAttention to detailCommunication
Certifications:Genesys Cloud CX Certified AssociateGenesys Cloud CX Certified ProfessionalMS-700 Managing Microsoft Teams
Tech Stack:Genesys CloudMicrosoft Teams PhoneDirect RoutingOperator ConnectAudioCodesRibbonSBCSIPRTPVoIPPowerShellPythonMicrosoft ExcelSQLIVRCloud9SMS APISender IDATAsDID management

Company Brief

Interactive Brokers Group
Operates an electronic trading platform providing brokerage services for individuals and institutions across global markets, offering equities, options, futures, forex, bonds, and related clearing and custody services with advanced trading technology and low-cost executions.
Industry: Trading Platforms
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Greenwich, United States
Founded: 1977
WebsiteLinkedIn