Senior Telephony Platform Engineer

Gusto • Denver, CO; San Francisco, CA; NYC, New York; Seattle, WA; Los Angeles, CA; Toronto, CAD • 3d ago

Why This Job is Featured on The SaaS Jobs

### Why this Role is Featured on The SaaS Jobs

Telephony and contact center infrastructure sits at the intersection of revenue operations and customer support in modern SaaS, and this role is anchored in a widely adopted CCaaS stack with NICE CX One. The remit spans platform optimization and transformation work, which signals a mature environment where voice, routing, and agent workflows are treated as core systems rather than peripheral tooling. For SaaS companies, that typically means reliability, analytics, and integration quality directly influence customer experience and operational efficiency.

From a career standpoint, the work builds durable SaaS platform engineering experience: designing scalable architectures, setting governance patterns, and translating business requirements into technical standards that multiple teams can follow. Exposure to provider migrations, API-driven integrations, and multi-system designs across tools like Salesforce and cloud telephony ecosystems develops skills that transfer across support tech, RevOps enablement, and customer experience engineering functions in other SaaS organizations.

The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.

Job Description

About the Role:

The Telephony Engineer will play a pivotal role in driving the transformation and optimization of our revenue and customer support processes within the NICE CX One ecosystem. We are seeking an experienced Telephony Engineer to join our dynamic team. If you possess a deep understanding of NICE CX One / Telephony Systems and a proven track record of designing and implementing successful solutions, we invite you to apply and contribute to our continued growth.

About the Team:

The Telephony Engineer provides direct technical guidance, solution design, and helps drive the definition and adoption of best practices. Our team drives the design and implementation of complex telephony solutions, translating business requirements into scalable and sustainable technical architectures. We act as a bridge between business stakeholders and technical development teams, ensuring alignment and successful project delivery. This team is responsible for implementing & defining best practices, governance, and architectural patterns to optimize the NICE CX One / Telephony platform and integrate it seamlessly with other enterprise systems.

Here’s what you’ll do day-to-day:

Provide expert guidance to development teams, ensuring alignment with architectural standards, guidelines, and best practices.
Design end-to-end solutions, incorporating industry best practices, NICE CX One capabilities, and integration points.
Lead solution reviews and ensure alignment with architectural guidelines.
Collaborate closely with cross-functional teams to ensure solutions meet business needs.
Present technical concepts and solutions to both technical and non-technical stakeholders.

Here’s what we're looking for:

6+ years of experience in telephony engineering or contact center development
Strong expertise in IVR/ACD scripting, and Salesforce CTI/SCV integration
Proven experience with telephony provider migrations and multi-system architectures (AWS, SIP, Twilio, etc.)
Proficiency in API-based integrations (Salesforce, MuleSoft, REST)
Strong troubleshooting skills across omnichannel telephony workflows
Familiarity with WFM/IEX adherence and real-time agent state visibility

Nice to Have

Experience with Twilio streaming, SIP forking, or AI-powered real-time voice
Knowledge of enterprise routing architecture and CX analytics pipelines
Telephony Certifications (ie: NICE, Five9, AWS, etc..)

Our cash compensation amount for this role is targeted at $139,000-155,000 in Denver, $152,000-170,000 in Los Angeles, & most remote locations, and $169,000-189,000 for San Francisco, & New York, and Seattle, and $149,000-167,000 CAD for Toronto. Final offer amounts are determined by multiple factors including candidate experience and expertise and may vary from the amounts listed above.

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