Senior Telecom Engineer
2 days ago
Boston
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, • 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), • 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, • 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 Education & Experience • Bachelor’s degree in Computer Science, Information Systems, or equivalent experience, • 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, • Excellent communication, documentation, stakeholder engagement, and vendor management, • Familiarity with structured cabling and data-center practices (rack, power, fiber/copper)