Job Description

NO C/C

No Third Party Vendors

Locals only

In-person interview is a must

Senior Telecom Engineer

Type: Contract (12 months + extensions)

Location: Onsite — New Jersey or Boston office (4 days/week)

Interview Process: 2 rounds (1st remote, 2nd onsite/in person)

Role Overview

This role will play a critical part in transforming legacy telephony into a resilient, cloud-enabled collaboration ecosystem.

You will act as the subject matter expert and Tier 3 escalation point , supporting and evolving voice, UC, and Contact Center technologies across on-prem and cloud environments while ensuring scalability, security, and high availability.

Key Responsibilities

Architecture, Design & Standards

• Own end-to-end voice, UC, and Contact Center architecture (on-prem PBX and future UCaaS/CCaaS)
• Design dial plans, call routing, auto attendants, hunt groups, voicemail, video, and fax solutions
• Define and enforce configuration standards, security controls, versioning, and E911 policies
• Lead Contact Center design reviews including IVR, scripting, call flows, recording, and quality management
• Engineer resiliency (SBC HA, survivable branch telephony, QoS/VLAN design) and perform capacity planning

Implementation, Operations & Tier 3 Support

• Execute installations, upgrades, migrations, MACD activities, and platform integrations
• Maintain patching, backups, DR runbooks, and platform health
• Provide Tier 3 support for complex voice and collaboration issues (SIP, RTP, QoS, SBCs, gateways)
• Administer PSTN/SIP trunking, number administration, porting, and carrier services
• Troubleshoot using CDRs, call tracing, and monitoring tools (e.g., Wireshark, SolarWinds)
• Support migration from legacy platforms (e.g., Avaya CMS) to UCaaS/CCaaS solutions

Contact Center & Integrations

• Design and optimize IVR/IVA, routing strategies, queues, skills, and self-service workflows
• Lead integrations with CRMs, third-party apps, REST APIs, .NET services, recording and analytics platforms
• Provide technical leadership for Five9 or similar CCaaS platforms, including roadmap and SLA management

Governance, Documentation & Collaboration

• Maintain detailed runbooks, SOPs, diagrams, inventories, and dial plans
• Deliver training and knowledge transfer to IT, Service Desk, and Telecom teams
• Partner with Network, Security, PMO, Call Center leadership, and vendors
• Manage OEMs, carriers, and vendors; lead RCA and problem-management efforts

Qualifications

Education & Experience

• Bachelor’s degree in Computer Science, Information Systems, or equivalent experience
• 5+ years of enterprise voice, UC/CC architecture, and telecom operations experience

Technical Skills

• Strong expertise with Avaya (Communication Manager, System Manager, Session Manager, Aura Messaging, CMS)
• CCaaS experience with Five9, NICE, Verint , or similar platforms
• Hands-on experience with Teams Phone, Zoom Phone , or other UCaaS solutions
• Deep knowledge of SIP trunking, PSTN, carrier services, number administration, and porting
• IVR/Studio scripting and call-flow design
• Practical experience with REST APIs and .NET integrations
• Voice networking fundamentals: SIP/H.323, RTP, QoS, VLANs, DHCP, DNS, SNMP
• Experience with SBCs, voice gateways, and survivability concepts
• End-user voice services: desk phones, softphones, ATAs, remote worker support
• Security and compliance knowledge (E911, call recording, audit readiness, privacy)

Additional Skills

• Excellent communication, documentation, stakeholder engagement, and vendor management
• Familiarity with structured cabling and data-center practices (rack, power, fiber/copper)

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