Either New Jersey or Boston for four days a week, onsite
This role is responsible for planning, designing, implementing, and operating enterprise voice and collaboration platforms across current and future on-premises and cloud environments (PBX, Contact Center, Workforce Management, UCaaS, CCaaS, video, fax/data).
You will lead efforts to evolve our legacy voice infrastructure into a resilient, cloud-enabled, and integrated collaboration ecosystem, ensuring scalability, security, and superior user experience.
Strong experience with Avaya (Communication Manager, System Manager, Session Manager, Aura messaging/conferencing; CMS).
CCaaS experience: Five9, NICE, Verint or similar.
Hands-on with Teams Phone, Zoom Phone, and/or other UCaaS platforms.
Expertise in SIP trunking, carrier services, number porting/administration, PSTN policies.
IVR/Studio scripting, call flow design, and functional workflow development.
Essential Functions and Responsibilities:
Architecture, Design & Standards
Own end-to-end voice/UC/CC architecture (on-prem PBX and Contact Center, future UCaaS/CCaaS) including dial plans, call routing, auto attendants, hunt groups, voicemail, video, and fax.
Define, document, and enforce configuration standards, security controls, versioning, and e911 policies across platforms and sites.
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