On Call Genesys Support Jobs (NOW HIRING)

Together we fight for everyone's opportunity for a better financial future.

We will do this together - with customers, partners and colleagues. We will fight for others, not against: We will stand up for and champion everyone's access to opportunities. The status quo is not good enough ... we believe every individual and every community deserves access to financial opportunities. We are determined to support both individuals and communities in reaching a better financial future. We know that reaching this future depends on our actions today.

Like our Purpose Statement, Voya believes in being bold and committed to action. We are committed to a work environment where the differences that we are born with - and those we acquire throughout our lives - are understood, valued and intentionally pursued. We believe that our employees own our culture and have a responsibility to foster an environment where we all feel comfortable bringing our whole selves to work. Purposefully bringing our differences together to positively influence our culture, serve our clients and enrich our communities is essential to our vision.

Are you ready to join a company with a strong purpose and a winning culture? Start your Voyage - Apply Now

Position Summary

The Lead Solutions Engineer - Voice is a senior technical authority responsible for designing, architecting, and guiding the implementation of enterprise-grade voice and unified communications solutions. This role blends deep expertise in Avaya, Microsoft Teams Voice, Genesys, POTS modernization, POTS-in-a-Box solutions, call recording platforms, PBX systems, SBC technologies, and other widely adopted voice technologies. The Lead Solutions Engineer partners closely with customers, sales teams, product owners, and implementation engineers to deliver resilient, scalable, and secure voice architectures that align with business goals. This position serves as the technical thought leader for voice strategy, modernization, migration, and integration across diverse environments.

Position Description

Key Responsibilities

• Architect end-to-end voice and unified communications solutions leveraging Avaya, Microsoft Teams Phone, Genesys Cloud/Engage, and hybrid telephony environments.
• Lead technical discovery sessions to assess customer requirements, legacy infrastructure, and modernization opportunities.
• Design and validate solutions involving POTS replacement technologies, POTS-in-a-Box deployments, and analog-to-IP migration strategies.
• Develop call flow designs, dial plans, routing logic, and integration frameworks across PBX, SBC, and cloud voice platforms.
• Provide subject matter expertise on call recording systems, compliance requirements, retention policies, and integration with enterprise voice platforms.
• Oversee SBC architecture including configuration, security hardening, SIP trunking, interoperability testing, and failover design.
• Produce high-quality technical documentation including solution designs, diagrams, migration plans, and implementation guides.
• Collaborate with sales teams to support RFP responses, solution presentations, and customer-facing technical demonstrations.
• Serve as the escalation point for complex voice engineering challenges, troubleshooting, and cross-platform interoperability issues.
• Lead modernization initiatives transitioning customers from legacy TDM/PBX systems to cloud-based or hybrid voice architectures.
• Evaluate emerging voice technologies, industry standards, and vendor roadmaps to guide strategic recommendations.
• Mentor junior engineers and contribute to internal knowledge development, best practices, and engineering standards.
• Ensure all solutions meet enterprise security, compliance, and reliability requirements.
• Experience Carrier circuit order/Management
• Experience Service Provider Carrier Portal TFN routing changes.
  • ATT Route It
  • Verizon Network Manager

Knowledge & Experience:

• Bachelor's Degree in Computer Science, Engineering and/or 5-8 years of professional IT work experience.
• Minimum of 5 years of relevant work experience in the technology tower assigned. Working in a managed services environment preferred but not required.
• One or more industry certifications preferred.

Required skills:

• Deep subject matter expertise in a specific technology stack, possesses additional subject matter expertise in adjacent technology stacks
• Architecture Compliance execution
• Technical domain - industry & Voya
• SDLC
• Project Management & IT Portfolio Management
• Change Management, Release Management, Incident Management & Problem Management
• Disaster Recovery & Contingency Plan Development
• Supplier Management (per Tower domain)
• Supplier technical architecture requirements & technical architecture designs and plans
• Researching skills
• Collaboration - internal, external teams & business partners
• Business Acumen among LOBs(past, current, future goals, strategies and plans)
• Business relationship management
• Communication & Problem solving skills
• Performance management
• Demand and capacity management

Compensation Pay Disclosure:

Voya is committed to pay that's fair and equitable, which means comparable pay for comparable roles and responsibilities.

The below annual base salary range reflects the expected hiring range(s) for this position in the location(s) listed. In addition to base salary, Voya offers incentive opportunities (i.e., annual cash incentives, sales incentives, and/or long-term incentives) based on the role to reward the achievement of annual performance objectives. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Voya Financial is willing to pay at the time of this posting.

Actual compensation offered may vary from the posted salary range based upon the candidate's geographic location, work experience, education, licensure requirements and/or skill level and will be finalized at the time of offer. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.

$100,070 - $157,470 USD

Be Well. Stay Well.

Voya provides the resources that can make a difference in your lives. To us, this means thriving physically, financially, socially and emotionally. Voya benefits are designed to help you do just that. That's why we offer an array of plans, programs, tools and resources with one goal in mind: To help you and your family be well and stay well.

What We Offer

• Health, dental, vision and life insurance plans
• 401(k) Savings plan - with generous company matching contributions (up to 6%)
• Voya Retirement Plan - employer paid cash balance retirement plan (4%)
• Tuition reimbursement up to $5,250/year
• Paid time off - including 20 days paid time off, nine paid company holidays and a flexible Diversity Celebration Day.
• Paid volunteer time - 40 hours per calendar year

Learn more about Voya benefits (download PDF)

Critical Skills

At Voya, we have identified the following critical skills which are key to success in our culture:

• Customer Focused: Passionate drive to delight our customers and offer unique solutions that deliver on their expectations.
• Critical Thinking: Thoughtful process of analyzing data and problem solving data to reach a well-reasoned solution.
• Team Mentality: Partnering effectively to drive our culture and execute on our common goals.
• Business Acumen: Appreciation and understanding of the financial services industry in order to make sound business decisions.
• Learning Agility: Openness to new ways of thinking and acquiring new skills to retain a competitive advantage.

Learn more about Critical Skills

Equal Employment Opportunity

Voya Financial is an equal-opportunity employer. Voya Financial provides equal opportunity to qualified individuals regardless of race, color, sex, national origin, citizenship status, religion, age, disability, veteran status, creed, marital status, sexual orientation, gender identity, genetic information, or any other status protected by state or local law.