Infrastructure Engineer

What You Will Do

Design, deploy, and maintain VoIP and traditional telephony systems (e.g., Cisco, Avaya).

Manage and troubleshoot SIP trunks, call routing, and dial plans.

Monitor and optimize voice network performance, ensuring minimal latency and packet loss.

Configure and support IP phones, softphones, voicemail, and unified messaging systems.

Integrate voice solutions with other systems like CRM, ticketing tools, and collaboration platforms.

Provide technical support and issue resolution for voice-related incidents and requests.

Collaborate with network and security teams to ensure secure and compliant voice communication.

Maintain documentation for voice network designs, configurations, and procedures.

Skills and Experience You Will Need

Required:

7 to 10 years of experience in Information Technology and Application Support

Experience on Genesys architecture including inbound, outbound voice, chat, SMS, and email. Advanced Contact Center Call Flows and script design.

Knowledge for Genesys workspace desktop, including desktop design and (attached data) screen pop integration.

Knowledge of Avaya and Cisco end point integration

Must have experience in Genesys Voice, Email, SMS, and Chat Routing

Designed and implemented complex call routing strategies within Genesys 8.5, optimizing call flows to improve customer service and reducing call handling times.

Genesys software knowledge: eservices, Framework(CME), Routing Design, IVR, Web Services(GWS). Orchestration Routing Solution, Composer, Interaction Concentrator, CC Pulse, GVP 8.5, SIP and MCP.

Knowledge on IP Telephony, SIP, working with service providers on number porting, call redirections and troubleshooting SIP logs.

Operating Systems experience with Windows and Linux.

Databases: SQL Server, Oracle, Cassandra

Desired:

Bachelor’s Degree in a technology field or related experience

Who We Are

GalaxE, now Endava, is a professional IT services firm that specializes in platform-driven solutions and the use of automation to achieve enterprise business transformation and mission-critical change for some of the largest companies in the world. Using our proprietary solution set, GxFource®, we apply machine learning techniques and predictive analytics tools as part of a broad artificial intelligence strategy that provides effective impact and data-driven business transformation.

Since its founding, GalaxE has been dedicated to advancing the benefits of technology. Recently, we have joined forces with Endava, to offer our employees global exposure and enhanced opportunities. As we continue that legacy and look to the future, a focus on business enablement through agile, cost-efficient, and effective integration of people, process, and technology anchors our success. We revolutionize change in the costs of doing business that transform companies and their ability to leap beyond the competition.

We value people and are committed to diversity and inclusion where our employees are made to feel comfortable and are encouraged to be authentic.

We are always looking for passionate, entrepreneurial-minded innovators and disrupters; game-changers that take ownership of the work they produce and bring it each and every day. Working with like-minded team members you will get a chance to discover, develop, and use cutting-edge technologies to transform the way we deliver creative business solutions.

Sound like you? Join us and find out for yourself what it means for you, and your career, to be part of the GalaxE team. Let’s build something, together.

*Equal Opportunity Employer/Veterans/Disabled

** Pay is based on several factors including market location and may vary depending on actual job-related knowledge, skills, and experience.

Physical Requirements:

Prolonged periods of remaining stationary at a desk and working on a computer

Must be able to lift to 15 lbs., as needed

Must be able to work on-site (corporate/client offices), as needed (not applicable for 100% remote roles)

Occasionally required to bend, kneel, crouch, and reach overhead.

Hand-eye coordination necessary to operate computers and various pieces of office equipment.

Specific vision abilities required include close vision, the ability to tolerate fluorescent lighting, and the ability to adjust focus.

Employees must be able to perform the physical requirements of the position satisfactorily and, if requested, reasonable accommodations will be made to enable employees requiring accommodations to perform the essential functions of their jobs, absent undue hardship.

For more information, please visit