Senior Telecom Engineer - Hybrid

Senior Telecom Engineer

At NRG, we're driven by our passion to create a smarter, cleaner, and more connected future. Vivint Smart Home, an NRG owned company, is a leading smart home company in the United States, dedicated to redefining the home experience with intelligent products and services. We find purpose in proactively protecting and keeping our customers connected to home, no matter where they are. Join the Smart Home team to create smarter, safer, and more sustainable homes.

About Vivint: At Vivint, we're redefining the smart home experience. Our mission is to make homes smarter, safer, and more connected through cutting-edge technology and exceptional customer service. As a Senior Telecom Engineer, you'll play a pivotal role in shaping how millions of customers interact with Vivint—from support calls to automation triggers—by building seamless, scalable, and intelligent telecom solutions.

What You'll Do:

• Lead the design, deployment, and optimization of Genesys Cloud and Amazon Connect platforms for Vivint's contact center operations
• Build and maintain intelligent IVRs, dynamic call flows, and natural language call routing experiences that align with Vivint's smart home ecosystem
• Develop and maintain API integrations and data actions to automate workflows and enhance customer interactions
• Collaborate with engineering, product, and internal business partners to deliver robust telecom solutions that meet operational and customer experience goals
• Monitor and troubleshoot voice infrastructure, ensuring high availability and performance across all channels
• Build custom scripts and tools using JavaScript to support advanced call routing, reporting, and integrations
• Mentor junior engineers and contribute to Vivint's telecom architecture roadmap
• Stay ahead of industry trends and recommend innovations that improve customer experience and operational efficiency

What You Bring:

• High School Diploma or GED required
• 5+ years of experience in telecom engineering, with a strong focus on cloud-based contact center technologies
• Proven expertise in Genesys Cloud and Amazon Connect, including configuration, routing, and analytics
• Demonstrated ability to build IVRs, design call flows, and implement natural language call routing using tools like Lex, Genesys Architect, or equivalent
• Solid understanding of RESTful APIs, OAuth, and data actions for platform integrations
• Proficiency in JavaScript for scripting and automation
• Familiarity with VoIP protocols, SIP, and network diagnostics
• Strong communication skills and a collaborative mindset
• Ability to work effectively with cross-functional teams and internal business partners

Preferred Qualifications:

• Experience integrating telecom platforms with smart home systems or IoT devices
• Knowledge of AWS services like Lambda, S3, and DynamoDB
• Certifications in Genesys Cloud or Amazon Connect
• Experience with CRM platforms (e.g., Salesforce, Zendesk)

Why Vivint?

• Work at the intersection of telecom and smart home innovation
• Join a mission-driven company that values creativity, ownership, and impact
• Competitive compensation, benefits, and opportunities for growth
• Be part of a team that's transforming how people live, work, and connect

Work Conditions + Hybrid - In office 4 days

NRG Energy is committed to a drug and alcohol-free workplace. To the extent permitted by law and any applicable collective bargaining agreement, employees are subject to periodic random drug testing, and post-accident and reasonable suspicion drug and alcohol testing. EOE AA M/F/Vet/Disability. Level, Title and/or Salary may be adjusted based on the applicant's experience or skills. Official description on file with Talent. Vivint, an equal opportunity employer, does not consider any protected traits (e.g., race, creed, color, religion, gender, national origin, non-job-related disability, age, or any other protected trait) when hiring—under federal, state, and local laws. We are a drug-free environment. We do not conduct pre-employment drug screening; however, we do conduct random drug testing on site.