Senior Voice & Contact Center Engineer
Nawy Real Estate· Technology
About this role
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.
- 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
Frequently Asked Questions
Is the salary disclosed for the Senior Voice & Contact Center Engineer position at Nawy Real Estate?
The salary for this Senior Voice & Contact Center Engineer role at Nawy Real Estate is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Senior Voice & Contact Center Engineer position at Nawy Real Estate located?
This Senior Voice & Contact Center Engineer role at Nawy Real Estate is based in Cairo, Maadi, Egypt. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
Which team or department does the Senior Voice & Contact Center Engineer at Nawy Real Estate belong to?
This Senior Voice & Contact Center Engineer position is part of the Technology department at Nawy Real Estate. See the full job description for more information about the team structure and responsibilities.
How do I apply for the Senior Voice & Contact Center Engineer position at Nawy Real Estate?
Click the "Apply Now" button on this page. You will be redirected to Nawy Real Estate's official application portal hosted on workable where you can submit your application directly.
When was the Senior Voice & Contact Center Engineer job at Nawy Real Estate posted?
This Senior Voice & Contact Center Engineer position at Nawy Real Estate was posted on May 19, 2025. Apply as soon as possible — early applications are often reviewed first.
Senior Voice & Contact Center Engineer
Nawy Real Estate
You'll be redirected to Nawy Real Estate's official application page on workable.