Telco Engineer

Job Description

Schedule: Mon - Fri, Night Shift

We are looking for a Telecommunications Engineer to evaluate, configure, and support enterprise-wide telecommunications systems and contact center technology. This role focuses on ensuring reliable performance across VoIP and call center environments while troubleshooting network/telephony issues and supporting upgrades, integrations, and DR planning.

• Maintain optimal performance of telecommunications and VoIP systems including call center systems, voicemail, fax over IP, network infrastructure, and telecom expense management
• Manage full lifecycle of telecom systems including Cisco UCS and collaboration/mobility infrastructure (install, maintain, integrate, upgrade)
• Support voice services and assist with disaster recovery planning for corporate and call center operations
• Use diagnostic tools to monitor and troubleshoot telecom and network systems in a large environment
• Lead small-to-medium projects and contribute to planning new applications/services; report status and implement corrective measures
• Participate in change/configuration management processes; support after-hours changes and on-call rotation

• Bachelor's degree (or equivalent experience) and 3-5 years related telecom/VoIP experience
• IVR knowledge and experience is a must
• Strong skills in:
• Networking protocols: EIGRP, OSPF, BGP, Ethernet
• Cisco UCS architecture/design; VoIP environment management
• LAN/WAN design and administration; VMware virtualization networking
• Call center / UC technologies: Cisco UCCE, Cisco IPIVR CVP, Cisco CallStudio, Nuance ARS/TTS, Verint/Calabrio Call Recording
• Ability to read packet captures and troubleshoot voice quality; IVR/call flow design experience preferred
• Familiarity with HIPAA/SOX is a plus
• CCVP certification preferred