VoIP Engineer

We are seeking a hard-working, innovative, detail-oriented, and creative team player to join our Aptive team! This is a full-time VoIP Engineerposition located in Provo, Utah. Remote applicants are welcome to apply. Aptive runs a high-volume sales and service call center, and the phone system is the front door to the business. We run Genesys Cloud as our contact center platform, Twilio for SIP trunking, Cresta for AI agent assist and conversation intelligence, and an in-house CRM that everything has to connect to. We're pushing the call center toward more AI-driven routing, coaching, and automation, and we need an engineer who can own the telephony platform end to end and figure out how we get there.

This is not a ticket-queue role. You'll set the direction for how our voice platform should work, decide what good looks like, and then build it. You'll have room to make real calls on architecture and vendors, and you'll be expected to bring the answers, not wait for them.

What we offer:

• $155K Salary+ Annual merit bonus potential of up to 5%

• Group Health, Dental, and Vision plans

• Pet insurance, Life insurance, and EAP benefits

• 401K with employer match up to 4%

• Paid holidays and paid time off

• Opportunity for advancement

• Upbeat and exciting company culture and much more!

Responsibilities include:

• Own the design, stability, and roadmap of our Genesys Cloud environment: Architect flows, queues, routing, IVR, recording, quality management, and reporting

• Own our Twilio SIP trunking: capacity, failover, number management, porting, and call quality across carriers

• Drive our AI strategy in the call center. Get the most out of Cresta (agent assist, coaching, post-call summaries, QA scoring) and Genesys' native AI features, decide what's worth adopting versus what's vendor marketing, pilot it, and roll it out with real measurement behind it

• Build and maintain the integrations between Genesys, Cresta, and our in-house CRM. There are no pre-built connectors for our CRM, so this means working directly with REST APIs, webhooks, Genesys Data Actions, event streams, and whatever endpoints our internal engineering team exposes. You'll partner with them on what the CRM needs to expose and how

• Set our telephony best practices and write them down: call flow standards, change process, DR/failover, capacity planning, monitoring, and alerting

• Partner with call center leadership to turn their goals (answer rates, handle time, conversion, CSAT) into concrete platform changes, and prove whether they worked with data

• Handle escalations the service desk and the rest of the Telephony team can't, and reduce how often that happens by fixing root causes

• Manage the Genesys, Twilio, and Cresta relationships, including SLAs, renewals, and holding vendors to their roadmap commitments

• Mentor the other members of the Telephony team and raise the bar on how we document, test, and ship changes

• Keep us compliant on call recording, consent, TCPA, STIR/SHAKEN, and E911

Requirements:

• 6+ years running enterprise or contact center telephony, with at least a few of those as the person who owned the platform rather than supported it

• Hands-on Genesys Cloud experience: Architect, routing, Data Actions, the Platform API, and enough depth to know where the platform's limits are and how to work around them

• Deep SIP and VoIP fundamentals: trunking, codecs, QoS, SBCs, NAT traversal, and troubleshooting call quality with packet captures, not guesswork. Twilio experience (Elastic SIP Trunking, Programmable Voice, or both) is a strong plus

• Comfortable integrating systems that weren't designed to talk to each other. You can read API docs for an endpoint you've never seen, figure out auth, handle pagination and rate limits, and build something reliable on top of it. Python, JavaScript, or PowerShell, plus a working understanding of REST, JSON, webhooks, and OAuth

• Experience deploying or operating AI in a contact center. Cresta experience is ideal; agent assist, speech analytics, or LLM-based summarization on another platform also counts

• Can explain a technical tradeoff to a call center director in plain language and to a software engineer in detail, and know which one you're talking to

• Self-directed. You find the problem, propose the fix, and drive it to done

Nice to have:

• Genesys Cloud certifications (Developer, Architect, or Contact Center Administrator)

• WebRTC or Twilio Flex / Studio experience

• Workforce management or quality management platform integration

• Background in a sales-heavy or outbound-dialing environment

• Experience with Genesys AppFoundry integrations, Salesforce, or other CRMs you've had to wire in custom