Mitel Telecom Engineer with Healthcare or Pharmacy Call Center Industry

Healthcare/Pharmacy Company

REMOTE

Needed ASAP

DIRECT HIRE

Must work on W2

No C2C

Mitel Telecom Engineer with Healthcare/Pharmacy Call Center experience

• 5+ years of hands-on Telecommunications / Voice Engineering experience, ideally supporting a call center/contact center environment

• 
  Strong Mitel experience – this should be one of our biggest screening points. Avaya is a strong plus, but Mitel should be prioritized.

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  Strong VoIP and SIP experience – architecture, configuration, troubleshooting, call routing, PBX, redundancy and high availability

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  Contact Center technology experience – hands-on with IVR, ACD, CTI, call recording, WFM and/or call management platforms

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  Engineering-level experience, not just support – needs to have designed, implemented, upgraded, optimized and troubleshot telecom solutions

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  Experience supporting enterprise/multi-site and highly available telecom environments

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  Microsoft Teams/collaboration technology experience – Teams, Zoom, WebEx or similar

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  Bachelor’s degree in IT, Networking, Engineering, Telecommunications OR equivalent experience

The IT Telecom Engineer II is responsible for the design, implementation, optimization, operation, and maintenance of telecommunications systems hardware, software, and related infrastructure. This individual serves as a senior technical resource within the telecom function and is expected to contribute to the strategic planning, architecture, engineering, and continuous improvement of enterprise telecommunications solutions. This role is also responsible for a broad range of tasks, including the architecture, implementation, configuration, and day-to-day administration and support of our telecommunications and contact center environment, including hardware and software supported with Mitel, Microsoft, VMware, and other voice and collaboration technologies. Responsibilities range from architecture, engineering, evaluation, configuration, installs, upgrades, optimization, troubleshooting, deployment, and support of telephone infrastructure services and systems including voice services, call center applications, conferencing platforms, integrations, monitoring, and maintenance of systems. This role will also evaluate and audit telecommunications networks, systems, and hardware for integrity, resiliency, scalability, and capacity planning.

Major Responsibilities

• Architect, engineer, implement, and support enterprise telecom On Prem and cloud contact center solutions in a Pharmacy or Healthcare call center environment.
• Lead the design, configuration, and optimization of voice infrastructure, including PBX, VoIP, SIP, call routing, survivability, redundancy, and high availability solutions.
• Design and implement complex IVR integrations with business systems and advance natural language solutions to improve customer experience and achieve higher contact center containment rates.
• Provide advanced design, engineering, deployment, and support for call center applications such as ACD, IVR, AES, Taske, CTI, WFM, PBX CDR, monitoring systems, and related telecom applications to optimize call center operations.
• Serve as a technical lead for Mitel telecom architecture, system design, upgrades, integrations, and lifecycle management.
• Design, configure, deploy, and support voice services on Mitel PBX, VoIP platforms, modular messaging, and call center applications.
• Develop telecom architecture standards, engineering documentation, configuration baselines, and support procedures for enterprise voice and collaboration systems.
• Provide engineering oversight and implementation of telecom server patching, upgrades, and lifecycle maintenance for systems across all sites.
• Build, maintain, and support a critical systems 24x7x365 call center environment with a focus on resiliency, performance, and scalability.
• Design and support scalable, feature-rich conferencing and collaboration solutions across multiple software vendors such as Teams, Zoom, and WebEx.
• Engineer office and remote work telecom solutions that support a "work from anywhere” model through scalable voice, video, and collaboration technologies.
• Document requirements, design solutions, and build effective IT business continuity and disaster recovery plans, including table-top and real-world scenarios for telecom systems.
• Develop new system and application implementation plans, technical documentation, custom scripts, and testing procedures to ensure operational reliability and successful deployments.
• Provide technical leadership and guidance to other IT team members on telecom systems, standards, tools, and best practices.
• Log and update support incidents using problem management tools, maintain historical records, and related problem documentation. Adhere to and ensure compliance with all change control practices.
• Interface with vendors, carriers, and maintenance providers to engineer, support, and maintain systems in a manner that limits downtime and optimizes performance.
• Act as a primary technical resource and escalation point for telecom providers, cloud-solution vendors, and internal stakeholders.
• Ensure high availability, performance, security, and reliability of mission-critical telecom resources.
• Develop, maintain, and provide performance, availability, utilization, and capacity reports, along with recommendations for improvements.
• Participate in long-term telecom roadmap planning, technical evaluation of new technologies, and infrastructure modernization initiatives.
• Perform other tasks as assigned.
• Conducts job responsibilities in accordance with the standards set out in the Company's Code of Business Conduct and Ethics, its policies and procedures, the Corporate Compliance Agreement, applicable federal and state laws, and applicable professional standards.

Education/Learning Experience

• Required: Bachelor's degree in information technology, Networking, Engineering, Telecommunications, or a related field or combination of education and equivalent experience.

Work Experience

• Required: 5+ years of experience supporting and engineering IP telecommunications infrastructure, telecom systems, or hardware within a call center environment. Strong experience with enterprise voice platforms, VoIP systems, SIP, telecom architecture, and telephony applications such as IVR, call recording, call management systems, CTI, and workforce management tools.
• Required: Mitel and/or Avaya experience highly desired for this role. Experience in healthcare environments is highly desirable. Experience designing and supporting highly available and multi-site telecom environments is preferred.

Skills/Knowledge

• Required: Advanced technical knowledge of VoIP strategies including architecture, design, configuration, optimization, and operation. Strong understanding of contact center processes and integrations such as IVR configuration, ERP integrations, workforce management, call recording, and analytics/reporting. Experience designing conferencing and collaboration solutions that support modern Teams-centric and hybrid work environments. Strong analytical, evaluative, troubleshooting, and problem-solving abilities. Demonstrated project development, implementation, and technical leadership skills. Ability to make sound technical decisions and communicate effectively with both technical and non-technical stakeholders. Strong understanding of telecom resiliency, capacity planning, redundancy, and disaster recovery principles.