**Job Description** We are seeking an experienced **Telephony / Unified Communications Engineer** with **proven hands\-on experience in Noble or Alvaria (formerly Aspect)** contact center platforms. This role is critical in supporting and optimizing our enterprise contact center environment, including outbound/inbound dialing, IVR flows, routing strategies, workforce management, and reporting tools. This is a **fully remote** position, requiring daily interaction with global teams. **Advanced English** is mandatory. **Key ResponsibilitiesPlatform Administration \& Support** * Administer and maintain the **Noble / Alvaria CX Suite**, including: * Predictive / progressive / preview **dialers** * **Campaign management** * **IVR design** and call flow configuration * **ACD routing**, skills\-based routing, queue strategies * Support **WEM / Workforce Management** (scheduling, adherence, forecasting). * Ensure proper operation of recording, QM, compliance, and monitoring systems. * Maintain routing for voice, chat, and omnichannel components within Alvaria. **Integration \& Optimization** * Integrate Noble / Alvaria with CRM, ticketing tools, and external UC systems. * Build and maintain reports and dashboards (Performance Center / reporting modules). * Monitor and optimize dialer KPIs (contact rates, abandon rates, SLA performance). * Design and refine IVR menus, routing logic, and campaign strategies. **Reliability \& Operations** * Monitor the telephony infrastructure: system health, call quality, latency. * Troubleshoot SIP signaling, trunking, CTI integrations, and routing incidents. * Perform platform upgrades, patches, hotfixes, and system maintenance. * Maintain documentation: call flows, baselines, runbooks, diagrams. **Collaboration \& Governance** * Work closely with Contact Center Operations to deploy campaign changes. * Collaborate with Network, Security, and Infrastructure teams on resilience and security. * Manage vendor escalations with Alvaria/Noble support. **Required Qualifications** * **3–5\+ years** supporting enterprise telephony or contact center platforms. * **Direct experience with Noble or Alvaria (Aspect)**: * CX Suite * Dialers * WEM / Workforce * Performance Center * Strong understanding of: dial plans, call routing, IVR, CTI, ACD, call recording. * Solid knowledge of **SIP, RTP, trunking, SBCs**, QoS fundamentals. * Strong troubleshooting, log analysis, and problem\-solving skills. * **Advanced English** (B2\+ / C1\). **Preferred Skills** * Experience with other UC/CC platforms: Avaya, Cisco, Genesys, Microsoft Teams voice. * Experience with Wireshark, packet captures, signaling traces. * Knowledge of automation/scripting (PowerShell, Python, SQL). * Experience with workforce optimization or speech analytics. * Ability to document processes and maintain configuration standards. **Soft Skills** * Strong analytical and troubleshooting abilities. * Excellent communication for interfacing with technical and business stakeholders. * Highly organized, detail\-oriented, with strong documentation habits. * Ability to function independently in a fast\-paced environment. **Training Requirement** The Telephony / UC Engineer is expected to maintain up\-to\-date knowledge of the **Noble / Alvaria environment** and participate in training, operational reviews, and vendor\-led learning sessions. Job Types: Full\-time, Contract Contract length: 12 months Experience: * Noble/Alvaria: 1 year (Required) Language: * english (Required)