Job Description

Position Summary:

The Lead Telecommunications Engineer will provide high level technical expertise and support by analyzing business requirements to design and develop appropriate systems solutions according to specifications. Heavy involvement in engineering & design, planning and delivery of communications solutions to address operational and business requirements and needs. Provide oversight to a team of engineers in completing daily tasks and complex work.

Essential Duties & Responsibilities:

  • Conducts implementation and maintenance of telecommunications systems.
  • Provides and maintains configuration standards for the infrastructure. This includes supporting documentation and diagrams detailing the specific design.
  • Recommends, designs, implements, and supports application delivery of telecommunication systems and services into business solutions as a trusted technical advisor.
  • Develops detailed project plans and implementation diagrams.
  • Provide a leading role in driving the development, testing and implementation of technology solutions.
  • Engages in project meetings and discussions relative to projects to plan, engineer & design that pertains to business needs and requirements.
  • Delivers on project/tasks assigned to telecommunications team.
  • Coordinates and provides guidance to other engineers, project managers, client personnel, and suppliers to ensure a complete and timely design.
  • Mentors and supports junior telecom team members.
  • Stays current with advances in technologies.
  • Performs other duties as assigned.

Experience & Education:

  • Bachelor’s degree in technical field and/or comparable industry certifications and experience.
  • Minimum 5 years in a UC engineering role.
  • Experience with/and working knowledge of PBX, ACD, CTI, VoIP, IVR, Dialers and Telephony applications.
  • In depth knowledge of one or more VoIP or cloud based Contact Center solutions like: Mitel, Five9, Nice! inContact, Twilio, Genesis, Cisco, Nuance, Avaya, Nortel, Interactive Intelligence, or other contact center software.
  • Preferred experience with Five9, Zoom Voice, and Twilio
  • Solid technical knowledge or networking protocols such as TCP/IP, SIP, FTP/SFTP.
  • Virtualization experience with VMWare including VMWare ESXi, VMWare Horizon View, Microsoft Windows Server and Active Directory.
  • Knowledgeable in cloud telephony UCaaS and CCaaS.
  • Advanced knowledge of call scripting and IVR design
  • Solid technical knowledge of contact center Work Force Management
  • Strong knowledge of CTI, API and other integration points of modern contact center solutions.

Skills & Abilities Required:

  • Excellent triage and advanced troubleshooting skills.
  • Strong project management skills.
  • Strong technical writing and workflow diagram skills.
  • Ability to multi-task and stay focused at high levels of productivity.
  • Ability to work outside standard business hours.
  • Excellent verbal and written communication skills.    

Application Instructions

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