Job Description

Be the one building AI-powered experiences where they matter most.

At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships.

Help build, support and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day.

We are seeking a Staff Software Engineer-Voice Platform with strong expertise in telecom, VoIP, SIP-based communications, cloud-native microservices, and real-time voice platforms This is an exciting opportunity for a hands-on technical leader to help design and build scalable voice services that support high-volume customer interactions across modern contact center environments.

The ideal candidate will bring deep experience with Java, C, AWS technologies, SIP signaling, and distributed microservices, along with practical knowledge of open-source telecom platforms such as OpenSIPS Experience with Genesys terminology and voice architecture is highly preferred, including concepts such as Genesys Cloud CX, BYOC, SIP trunks, Edge connectivity, Architect flows, queues, interaction routing, media services, and real-time voice interactions

This role will be responsible for leading the design, development, and operational support of telecom services that power reliable, secure, and scalable customer engagement experiences.

Key Responsibilities

The primary responsibilities for this role include, but are not limited to:

• Lead the design, development, and delivery of scalable telecom, VoIP, and SIP-based services that support real-time voice interactions in a contact center environment.

• Architect and implement cloud-native microservices using Java, C, and AWS technologies, with a focus on reliability, scalability, resiliency, and operational excellence.

• Develop and enhance services related to SIP routing, call control, session management, SIP trunking, media negotiation, carrier connectivity, and voice platform integrations

• Apply Genesys-aligned concepts such as interactions, queues, routing, Architect flows, BYOC, Edge, SIP trunks, and voice observability when designing and supporting voice platform capabilities.

• Work with open-source telecom technologies, preferably OpenSIPS, and integrate with related platforms such as SIP proxies, SBCs, media relays, and call routing components.

• Troubleshoot complex production issues involving SIP signaling, RTP media paths, latency, jitter, call routing failures, trunk failures, and carrier interconnectivity

• Collaborate with product, architecture, DevOps, QA, security, and operations teams to translate business and contact center voice requirements into reliable technical solutions.

• Define and promote engineering best practices for API design, distributed systems, CI/CD, automated testing, monitoring, logging, tracing, and production readiness

• Mentor software engineers through technical design reviews, code reviews, incident response, and hands-on guidance.

• Drive continuous improvement in system performance, availability, scalability, fault tolerance, and maintainability across the voice platform.

Minimum Requirements

• 8+ years of professional software engineering experience, including experience in a senior or lead engineering role.

• Strong hands-on experience with telecom, VoIP, SIP, RTP, SDP, SIP trunks, SBCs, call routing, and real-time communications systems

• Proficiency in Java and C for building production-grade backend or telecom services.

• Experience designing, building, and supporting microservices in AWS

• Working knowledge of AWS services such as ECS, EKS, Lambda, API Gateway, SQS, SNS, DynamoDB, RDS, CloudWatch, IAM, CloudFormation, CDK, or Terraform

• Strong understanding of distributed systems, event-driven architecture, REST APIs, messaging, resiliency patterns, and high-availability design.

• Experience troubleshooting SIP and media-related issues using tools such as sngrep, Wireshark, tcpdump, SIP traces, logs, metrics, and distributed tracing

• Familiarity with contact center voice concepts such as interactions, queues, IVR, call flows, routing, transfers, conferencing, recording, and carrier connectivity

• Ability to lead technical initiatives from architecture through production delivery while balancing quality, performance, security, and delivery timelines.

• Strong communication and collaboration skills, with the ability to work effectively across engineering, product, operations, and customer-facing teams.

• Demonstrated ability to mentor engineers, influence technical direction, and establish sound engineering practices.

• Experience supporting production systems in a mission-critical, high-availability environment.

Desirable Skills

• Hands-on experience with OpenSIPS is strongly preferred.

• Experience with Genesys Cloud CX, Genesys voice architecture, or Genesys contact center terminology.

• Experience with BYOC Cloud, BYOC Premises, Edge devices, SIP trunks, Architect flows, queues, interaction routing, and voice observability

• Experience with other open-source telecom platforms such as Kamailio, Asterisk, FreeSWITCH, RTPProxy, RTPEngine, or Homer/HEP

• Experience working with carriers, SBC vendors, number management, emergency calling, call recording, IVR, WebRTC, and contact center voice features.

• Experience with Kubernetes, service mesh, multi-region deployments, blue/green deployments, canary releases, and zero-downtime production changes.

• Experience securing voice and cloud platforms using TLS, SRTP, mTLS, OAuth, IAM, network segmentation, and security best practices

• Experience with observability platforms and practices, including metrics, dashboards, alerting, log aggregation, distributed tracing, and incident management.

• Experience in a SaaS, CCaaS, UCaaS, CPaaS, carrier, or cloud communications environment.

Working at Genesys

• AI at enterprise scale – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year.
• A flexible-first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work.
• Growth in the AI era – Build future-ready skills through mentorship, learning programs, leadership development and education support.
• Time to recharge and give back – Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families.
• Recognized globally – Genesys is Great Place to Work®certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.

Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report.

What Happens After You Apply

After you apply, here's what you can typically expect:

• Our Talent Acquisition team reviews your application with the hiring team.

• A Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview.

• Next, you'll meet the hiring manager and other members of the interview team.

• We aim to keep the process focused and respectful of your time, with no more than five interviews in most cases.

• After interviews are complete, our team will follow up with the final steps.

Every application is reviewed by a person. Response times may vary by role and location, but our team will keep you informed throughout the process.

Stay Connected

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Be the one building what's next - where AI, experience and impact come together.

Employee Referral

If a Genesys employee referred you, please apply using the link they shared so we can connect your application to their referral.

About Genesys:

Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.com

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.com

You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email.

This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response.

Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.