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)