[Hiring] Senior Telephony Engineer @National Debt Relief, LLC.

Role Description

National Debt Relief is seeking an experienced Senior Telephony Engineer to join our Telephony Engineering team. This role is critical in ensuring the stability, scalability, availability, performance, and continuous improvement of our voice and contact center platforms that power customer interactions across the business. The Senior Telephony Engineer will be responsible for leading the design, implementation, optimization, and maintenance of:

• Call routing
• IVR
• Queueing
• Recording
• Real-time/historical reporting capabilities

This role will also serve as a technical subject matter expert for contact center architecture, platform integrations, and production voice operations.

Qualifications

• Bachelor’s degree in information technology, computer science, telecommunications, business administration, or related field required.
• 7+ years of experience as a telephony or contact center engineer in a production environment supporting a live call center.
• Advanced hands-on engineering experience administering and configuring at least one major CCaaS platform (preference to experience implementing Salesforce Service Cloud Voice with Amazon Connect).
• Strong experience supporting high-volume outbound campaign dialing, answering machine detection, and compliance-driven pacing controls in a contact center processing large daily call volumes.
• Experience designing and implementing complex IVRs and contact flows (e.g., Amazon Connect Contact Flows or Salesforce Omni-Channel Flows).
• Experience building serverless integrations (AWS Lambda) for Amazon Connect contact flows.
• Experience with speech analytics, transcription, and quality management platforms.
• Experience with observability tooling (Datadog, Splunk, CloudWatch) applied to voice paths.
• Experience with conversation AI/NLU platforms (preference to Amazon Lex) for intent recognition.

Requirements

• Strong scripting/automation skills in Python, Node.js, or similar, with comfort consuming REST APIs and webhooks.
• Advanced troubleshooting skills and the ability to lead incident response for complex production voice issues.
• Excellent communication skills; able to work cross-functionally with operations, vendors, leadership, and engineering teams.
• Familiarity with Salesforce administration concepts (Flows, Omni-Channel, Service Cloud objects).
• Ability to evaluate existing telephony architecture and recommend scalable technical improvements and operational efficiencies.

Benefits

• Generous Medical, Dental, and Vision Benefits
• 401(k) with Company Match
• Paid Holidays, Volunteer Time Off, Sick Days, and Vacation
• 12 weeks Paid Parental Leave
• Pre-tax Transit Benefits
• No-Cost Life Insurance Benefits
• Voluntary Benefits Options
• ASPCA Pet Health Insurance Discount
• Wellness Incentive Program