Job ID: JOB_ID_5364
Job Overview
We are seeking a Senior Telecom Engineer to join a growing Telecom team supporting a large-scale modernization of enterprise voice and collaboration platforms. This role will be instrumental in transforming legacy telephony systems into a scalable, cloud-enabled (UCaaS/CCaaS) environment. This is a highly visible, hands-on role focused on architecture, implementation, and support of enterprise voice, contact center, and unified communications solutions.
Key Responsibilities
- Architecture & Design: Design and manage enterprise voice and collaboration architecture (PBX, Contact Center, UCaaS/CCaaS). Develop dial plans, call routing, IVR flows, voicemail, and video solutions. Define and enforce security standards, e911 policies, and configuration best practices. Lead design and optimization of contact center solutions (IVR, call flows, workforce tools). Ensure system resiliency, high availability, and capacity planning.
- Implementation & Support: Execute system upgrades, migrations, and integrations across voice platforms. Provide Tier 3 support for complex voice and collaboration issues (SIP, QoS, SBC, gateways). Manage SIP trunking, PSTN services, number porting, and carrier relationships. Monitor and troubleshoot using tools like Wireshark, SolarWinds, and call tracing tools. Support transition from legacy systems (e.g., Avaya) to cloud-based platforms.
- Contact Center & Integrations: Design and optimize IVR/IVA systems, call routing, and customer experience workflows. Integrate voice platforms with CRMs and third-party applications (APIs, .NET). Support and enhance platforms such as Five9, Verint, and similar CCaaS tools.
- Collaboration & Governance: Maintain documentation (runbooks, diagrams, SOPs, system configurations). Partner with Network, Security, Service Desk, and business teams. Manage vendors, carriers, and drive continuous improvement initiatives. Provide training and knowledge transfer to internal teams.
Required Qualifications
- 5+ years of experience in enterprise telecom, voice infrastructure, or UC/CC engineering.
- Strong experience with Avaya (Communication Manager, Aura, CMS, etc.).
- Hands-on experience with CCaaS platforms (Five9, NICE, Verint, etc.).
- Knowledge of UCaaS platforms (Teams Phone, Zoom Phone, etc.).
- Strong understanding of SIP, PSTN, IVR, call flows, and voice architecture.
- Experience with SIP trunking, number porting, and carrier management.
- Networking fundamentals (QoS, VLANs, RTP, DNS, DHCP).
- Experience troubleshooting using tools like Wireshark or SolarWinds.
- Strong communication and stakeholder management skills.
Additional Information
- Location: On-site in Boston, MA (4 days/week).
- Type: Contract (12+ months, with extensions).
- Interview Process: 2 rounds (1st remote, 2nd on-site).
Keywords
Telecom Engineer, Network Engineer, UCaaS, CCaaS, Avaya, Five9, Verint, SIP, PSTN, IVR, Voice Architecture, Cloud Communications, Boston, MA, Contract
Special Requirements
Interview Process: 2 rounds (1st remote, 2nd on-site). Work is 4 days/week on-site.
Compensation & Location
Salary: $75,000 – $110,000 per year (Estimated)
Location: Boston, MA
Recruiter / Company – Contact Information
Recruiter / Employer: Absolute IT
Email: ti@absoluting.com
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