{"id":1694709,"url":"https://alion.io/job/interactive-brokers-contact-center-and-uc-engineer","title":"Contact Center and UC Engineer","company":{"id":58627,"name":"Interactive Brokers","domain":"interactivebrokers.com","url":"https://alion.io/company/interactive-brokers","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Dayforce","truth_index":{"grade":"A","score":95,"open_postings":112,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":85,"computed_at":"2026-10-21T05:46:15Z"}},"role":"Industrial Engineering","role_family":"Industrial Engineering","seniority":"senior","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Greenwich, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":87000,"max_usd":164000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":5966},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[{"name":"Microsoft Excel","optional":false},{"name":"Microsoft Teams","optional":false},{"name":"PowerShell","optional":false},{"name":"Python","optional":false},{"name":"SQL","optional":false},{"name":"ITIL","optional":true}],"status":"live","first_seen_at":"2026-09-02T10:00:00Z","employer_posted_date":"2026-10-02","last_verified_at":"2026-10-21T22:06:10Z","board_verified":true,"closed_at":null,"days_open":49,"trust":{"level":"ok","repost_count":0,"flags":["company_stale"],"days_open":48},"description":"This is Hybrid role (4 days in office /1 day remote)\nAbout your Team:\nWe are seeking an experienced Contact Center & UC Engineer to join our Voice Services team. This role is responsible for the administration, support, and continuous improvement of IBKR's global contact center platform and unified communications infrastructure. The ideal candidate brings hands-on expertise in Genesys Cloud, Microsoft Teams telephony, and voice gateway technologies, and is comfortable working independently in a fast-paced financial services environment. \nThis position plays a key role in supporting the multi-location global contact center and a broad set of voice and messaging services used across the organization. \n\nKey Responsibilities \n\nContact Center Administration & Engineering \nAdminister, configure, and support the Genesys Cloud contact center platform across multiple locations and business units \nMonitor contact center performance, troubleshoot issues, and ensure high availability \nManage incidents and support escalations internally and with the vendor \nDesign, develop, and maintain IVR call flows, queues, routing strategies, and dial plans \nCollaborate with business stakeholders to translate call handling requirements into technical configurations \nSupport ongoing platform upgrades, integrations, and feature rollouts \n\nUnified Communications & Microsoft Teams Telephony \nAdminister and support Microsoft Teams Phone services including Direct Routing and Operator Connect \nMaintain Teams telephony dial plans, voice policies, and number management \nSupport UC-related incidents and service requests across the organization \n\nSBC & Voice Infrastructure \nMaintain, configure, and support AudioCodes and Ribbon Session Border Controllers (SBCs) \nManage SIP trunks, call routing, and gateway configurations \nPerform firmware upgrades, health monitoring, and capacity planning for SBC infrastructure \nTroubleshoot SIP signaling, call quality, and interoperability issues between voice platforms \n\nSpecialty & Legacy Voice Services \nAdminister and support the Cloud9 specialty trading turret/phone system \nManage fax services, including DID numbers, analog adapters (ATAs), and fax-to-email integrations \nEnsure continuity and reliability of legacy and specialty voice services \n\nMessaging & SMS Services \nSupport and analyze international SMS API services for business communications \nMonitor SMS delivery rates, troubleshoot delivery failures, and liaise with SMS service providers \nManage Sender ID registration processes and related regulatory documentation and paperwork across multiple countries/regions \n\nScripting, Reporting & Analytics \nDevelop scripts to automate routine administrative tasks and improve operational efficiency (PowerShell, Python, or similar) \nBuild and maintain reports and dashboards using Microsoft Excel and SQL to support contact center performance analysis and capacity planning \nQuery and analyze call data, CDRs, and platform logs to identify trends and support business decisions \n\nRequired Qualifications \nBachelor's degree in Information Technology, Computer Science, Telecommunications, or a related field \nMinimum 5 years of hands-on experience in contact center administration, unified communications, or voice engineering \nProven experience with Genesys Cloud (administration, IVR/flow development, routing) \nExperience with IVR design and development, including call flow logic and best practices \nHands-on experience with Microsoft Teams Phone, Direct Routing, and/or Operator Connect, or similar technologies \nExperience with SBC administration (AudioCodes and/or Ribbon preferred) \nStrong understanding of SIP, RTP, and VoIP protocols \nProficiency in scripting (PowerShell, Python, or equivalent) for task automation \nProficiency in Microsoft Excel (pivot tables, advanced formulas, data analysis) \nWorking knowledge of SQL for querying and reporting on voice/contact center data \nAbility to work independently and manage multiple priorities in a dynamic environment \nStrong troubleshooting and analytical skills with attention to detail \nExcellent written and verbal communication skills \n\nPreferred Qualifications \nExperience with contact center Workforce Management and Quality Assurance products \nExperience with Cloud9 trading turret/communications platform \nFamiliarity with international SMS regulations, Sender ID registration, and A2P messaging compliance \nExperience supporting fax infrastructure (ATAs, fax-to-email, DID management) \nGenesys Cloud certifications (e.g., Genesys Cloud CX Certified Associate or Professional) \nMicrosoft Teams certifications (e.g., MS-700 Managing Microsoft Teams) \nExperience in the financial services industry or other highly regulated environments \nFamiliarity with ITIL practices and service management frameworks \nExperience working in a global, multi-site environment.\nCompany Benefits & Perks\nCompetitive salary, annual performance-based bonus, and stock grant awards\n401(k) retirement plan with competitive company match\nExcellent health and wellness benefits, including medical, dental, and vision benefits. 100% employer-paid medical premiums, with generous employer contributions to dental & vision plans as well.\nWellness screening and assessments, health coaches, and counseling services through an Employee Assistance Program (EAP)\nGenerous paid parental leave (up to 16 weeks paid parental leave for eligible employees)\nCompany-paid basic life insurance, accidental death & dismemberment (AD&D), and short- and long-term disability coverage\nFlexible Spending Accounts (Healthcare, Dependent Care, and Commuter FSAs)\nQuarterly fitness stipend to offset costs associated with traditional gym and fitness memberships or fees\nEducation reimbursement and professional development opportunities\nLegal services, telehealth access, and voluntary insurance options\nBackup child and adult care support through Care.com\nDaily lunch allowance and fully stocked kitchen with healthy breakfast and snack 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