Senior Telephony Platform Engineer

About Gusto

At Gusto, we're on a mission to grow the small business economy. We handle the hard stuff—like payroll, health insurance, 401(k)s, and HR—so owners can focus on their craft and customers. With teams in Denver, San Francisco, and New York, we’re proud to support more than 400,000 small businesses across the country, and we’re building a workplace that represents and celebrates the customers we serve. Learn more about our Total Rewards philosophy.

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.

Gusto has physical office spaces in Denver, San Francisco, and New York City. Employees who are based in those locations will be expected to work from the office on designated days approximately 2-3 days per week (or more depending on role). The same office expectations apply to all Symmetry roles, Gusto's subsidiary, whose physical office is in Scottsdale.

Note: The San Francisco office expectations encompass both the San Francisco and San Jose metro areas.

When approved to work from a location other than a Gusto office, a secure, reliable, and consistent internet connection is required. This includes non-office days for hybrid employees.

Our customers come from all walks of life and so do we. We hire great people from a wide variety of backgrounds, not just because it's the right thing to do, but because it makes our company stronger. If you share our values and our enthusiasm for small businesses, you will find a home at Gusto.

Gusto is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. Gusto considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. Gusto is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. We want to see our candidates perform to the best of their ability. If you require a medical or religious accommodation at any time throughout your candidate journey, please fill out this form and a member of our team will get in touch with you.

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