Telecommunications Engineer Lead

Inova Health is Northern Virginia’s leading nonprofit healthcare provider, recognized nationally for safety, quality, and patient experience. Our team members drive our reputation as a top employer in the D.C. metro area and across the nation.

About the role

Full-time, day-shift position (Monday – Friday) with hybrid work arrangements, including on-site attendance monthly depending on project needs.

Responsibilities

• Oversee and assist team members in assigned functional areas, ensuring key deliverables and quality standards are met; address and resolve challenges, manage performance, and assist with time management and scheduling; escalate issues to senior leaders as needed.
• Design, implement, and support telecommunications and contact center software solutions to meet business, operational, and customer experience requirements, ensuring alignment with architectural standards, security requirements, and industry best practices.
• Mentor and provide technical guidance to telecommunications and contact center engineers, architects, and project managers; conduct technical reviews and support training activities to promote skill development and solution quality.
• Foster a collaborative team culture focused on accountability, service excellence, and continuous improvement.
• Establish and support standardized configurations, processes, and solution patterns for telecommunications and contact center platforms.
• Identify and implement optimization opportunities to improve system performance, scalability, reliability, and user experience.
• Develop, maintain, and enforce standard operating procedures and technical documentation.
• Ensure seamless integration of telecommunications and contact center platforms with enterprise systems and applications.
• Monitor service performance metrics, key performance indicators, and operational health dashboards.
• Lead troubleshooting and resolution of complex technical issues impacting platform performance or service delivery.
• Oversee escalation management for high-impact or complex service issues affecting customers or patients.
• Analyze performance data and customer feedback to identify trends and drive service and platform improvements.
• Ensure compliance with organizational policies, regulatory requirements, data privacy standards, and quality assurance practices.

Requirements

• Bachelor’s degree or 4 years of relevant professional experience in addition to the minimum experience required.
• 10 years of progressive experience supporting telecommunications and/or contact center platforms.
• 2 certifications from the following: CCENT, CCNP, ACSS, ACIS, Nortel, Avaya ACSS, or equivalent.

Benefits

• Committed to Team Member Health: Medical, dental, and vision coverage, plus a robust team member wellness program.
• Retirement: Inova matches the first 5% of eligible contributions starting on your first day.
• Tuition and Student Loan Assistance: Up to $5,250 per year in education assistance and up to $10,000 for student loans.
• Mental Health Support: 25 mental health coaching or therapy sessions per year at no cost for team members, their spouses/partners, and children.
• Work/Life Balance: Paid time off and paid parental leave.