Employer description & source details
Integrate with CCaaS and telephony platforms. Implement and harden integrations using the common patterns of SIP trunking and signaling, WebSocket and streaming media APIs, and real-time audio and event interfaces — across CCaaS providers such as Genesys, NICE, Five9, Amazon Connect, and Twilio, as well as traditional CTI/PBX and carrier setups. Deliver as a forward deployed engineer, embedded in the customer's environment. Work directly inside a customer's telephony, CTI, and CCaaS environment — mapping their existing architecture, standing up and tuning the connection into ServiceNow's Voice ecosystem, and troubleshooting live issues on their network and vendor stack. Design for security and compliance on the call path. Implement SIP security, media encryption, authentication, and least-privilege access across the connectivity layer, and account for what regulated or high-security customer environments require. Real-time communications and media handling. Practical knowledge of SIP, RTP/SRTP, WebRTC, codecs, media gateways, and the latency, jitter, and packet-loss characteristics of live audio. Voice platform architecture. Working knowledge of how a hosted voice and agent ecosystem — such as ServiceNow's Voice/CTI and Native Voice Controls — consumes audio, signaling, and event streams, enough to design an integration the platform can reliably use without building the agent logic itself. Specification precision and architectural judgment. Ability to define integration and connectivity problems rigorously enough for another engineer to implement correctly, and sound judgment on build-versus-integrate tradeoffs across vendor ecosystems. Safety, security, and data handling. Working knowledge of risks specific to telephony integrations — SIP security, media encryption, ca
Extracted skills: sales, security, operations