Senior Telecom Engineer

Job Title: Senior Telecom Engineer

Location: On-site (New Jersey or Boston) 4 days/week

Type: Contract (12 months with extensions)

Interview Process: 2 rounds (1st remote 2nd on-site)

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 ()
• 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