# Senior Voice & Contact Center Engineer

> Nawy Real Estate · Cairo, Egypt (Hybrid) · — · Posted 2025-05-19

**Workplace:** hybrid

**Department:** Technology

## Description

We are looking for a seasoned Senior Voice & Contact Center Engineer to lead the management, optimization, and modernization of our 3CX-based call center infrastructure. This role is critical in ensuring high availability of voice systems, enabling advanced features, and driving our transition from outsourced telephony to a fully managed on-premise solution.

### Key Responsibilities:

-   Own and maintain the full 3CX call center environment, ensuring stability, uptime, and performance.  
      
    
-   Lead the migration from outsourced call center infrastructure to an on-premise 3CX setup, ensuring minimal service disruption.  
      
    
-   Design and implement modern contact center features (e.g., IVR, call routing, call recording, real-time dashboards).  
      
    
-   Monitor and troubleshoot call quality issues, system errors, and SIP trunk-related incidents.  
      
    
-   Ensure integration of 3CX with other platforms (CRM, ticketing systems, reporting tools).  
      
    
-   Collaborate with Customer Care and IT teams to understand needs and continuously enhance voice capabilities.  
      
    
-   Establish monitoring tools and alerting mechanisms to ensure system availability and early issue detection.  
      
    
-   Develop documentation for architecture, processes, and disaster recovery.  
      
    
-   Ensure compliance with security, data privacy, and regulatory standards.  
      
    
-   Train and support internal stakeholders on 3CX features and best practices.

## Requirements

-   Proven experience in managing 3CX systems or similar PBX platforms (Asterisk, Cisco Call Manager, etc.).  
      
    
-   Strong knowledge of SIP, VoIP protocols, call routing, and telephony infrastructure.  
      
    
-   Hands-on experience with call center system modernization and feature enablement.  
      
    
-   Experience in system migrations and on-premise deployments.  
      
    
-   Understanding of integrations between telephony systems and CRMs or customer service platforms.  
      
    
-   Familiarity with network fundamentals (QoS, NAT, firewalls) as they relate to VoIP performance.  
      
    
-   Analytical and structured problem solver with high attention to availability and uptime.  
      
    
-   Excellent communication and stakeholder management skills.

**Nice to Have:**

-   3CX certification(s)  
      
    
-   Experience with contact center reporting tools and wallboards  
      
    
-   Familiarity with workforce management or call analytics platforms

## Apply

[Apply at Nawy Real Estate](https://apply.workable.com/nawy-real-estate/j/27ACCFA843/apply)

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