Telecommunications Engineer II

Responsibilities

• Architect, engineer, implement, and support enterprise telecom On Prem and cloud contact center solutions in a Pharmacy or Healthcare call center environment.
• Lead the design, configuration, and optimization of voice infrastructure, including PBX, VoIP, SIP, call routing, survivability, redundancy, and high availability solutions.
• Design and implement complex IVR integrations with business systems and advance natural language solutions to improve customer experience and achieve higher contact center containment rates.
• Provide advanced design, engineering, deployment, and support for call center applications such as ACD, IVR, AES, Taske, CTI, WFM, PBX CDR, monitoring systems, and related telecom applications to optimize call center operations.
• Serve as a technical lead for Mitel telecom architecture, system design, upgrades, integrations, and lifecycle management.
• Develop telecom architecture standards, engineering documentation, configuration baselines, and support procedures for enterprise voice and collaboration systems.
• Build, maintain, and support a critical systems 24x7x365 call center environment with a focus on resiliency, performance, and scalability.
• Design and support scalable, feature-rich conferencing and collaboration solutions across multiple software vendors such as Teams, Zoom, and WebEx.
• Engineer office and remote work telecom solutions that support a “work from anywhere” model through scalable voice, video, and collaboration technologies.
• Document requirements, design solutions, and build effective IT business continuity and disaster recovery plans, including table-top and real-world scenarios for telecom systems.
• Develop new system and application implementation plans, technical documentation, custom scripts, and testing procedures to ensure operational reliability and successful deployments.
• Provide technical leadership and guidance to other IT team members on telecom systems, standards, tools, and best practices.
• Log and update support incidents using problem management tools, maintain historical records, and related problem documentation.
• Adhere to and ensure compliance with all change control practices.
• Interface with vendors, carriers, and maintenance providers to engineer, support, and maintain systems in a manner that limits downtime and optimizes performance.
• Act as a primary technical resource and escalation point for telecom providers, cloud-solution vendors, and internal stakeholders.
• Ensure high availability, performance, security, and reliability of mission-critical telecom resources.
• Develop, maintain, and provide performance, availability, utilization, and capacity reports, along with recommendations for improvements.
• Participate in long-term telecom roadmap planning, technical evaluation of new technologies, and infrastructure modernization initiatives.

Requirements

• Advanced technical knowledge of VoIP strategies including architecture, design, configuration, optimization, and operation.
• Strong understanding of contact center processes and integrations such as IVR configuration, ERP integrations, workforce management, call recording, and analytics/reporting.
• Experience designing and supporting highly available and multi-site telecom environments is preferred.

Qualifications

• Bachelor’s degree in information technology, Networking, Engineering, Telecommunications, or a related field or combination of education and equivalent experience.
• 5+ years of experience supporting and engineering IP telecommunications infrastructure, telecom systems, or hardware within a call center environment.
• Strong experience with enterprise voice platforms, VoIP systems, SIP, telecom architecture, and telephony applications such as IVR, call recording, call management systems, CTI, and workforce management tools.
• Mitel and/or Avaya experience highly desired for this role.
• Experience in healthcare environments is highly desirable.