Senior Telecom Engineer

Must have Avaya and Five9 experience

Senior Telecom Engineer

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.
• Lead design reviews for Contact Center solutions including IVR, Studio/scripting, call flows, workforce engagement/recording, and quality management.
• Engineer resiliency (e.g., survivable branch/remote telephony, SBC high availability, QoS/VLAN design) and perform capacity planning.

Implementation, Operations & Tier 3 Support

• Execute installations, upgrades, migrations, MACD, and integrations; maintain patches, backups, DR runbooks, and platform hygiene.
• Provide Tier 3 diagnostics and resolution for complex voice, video, and collaboration incidents (SIP, signaling/media, QoS, SBC, gateway).
• Administer and optimize PSTN/SIP trunking, number administration/porting, carrier services, and policies.
• Monitor and troubleshoot using CDR/call tracing and network monitoring tools (Wireshark, SolarWinds, etc.) and vendor consoles.
• Support and transition legacy platforms (e.g., Avaya CMS,) toward UCaaS/CCaaS; document cutover plans and decommissioning.

Contact Center & Integrations

• Design and optimize IVR/IVA and call flows (skills, proficiency, queues), routing, self-service, and KPI/experience outcomes.
• Oversee integration with CRMs, third-party apps, REST APIs, .NET, recording/quality platforms (e.g., Verint), paging, and analytics.
• Provide program leadership for Five9 or similar platforms, track roadmaps, SLAs, and adoption.

Governance, Documentation & Collaboration

• Maintain comprehensive runbooks, SOPs, diagrams, and inventories (dial plans, IP schemas, QoS policies).
• Deliver technical/admin training and knowledge transfer to IT/Telecom teams, service desk, and end users.
• Partner with Network, Information Security, Service Desk, PMO, and Call Center leadership to ensure secure, scalable, and integrated services.
• Manage vendors/OEMs/carriers and drive RCA/problem management to prevent recurrence.

Qualifications and Education:

• Bachelor’s degree in Computer Science, Information Systems, or equivalent experience.
• 5+ years in enterprise voice infrastructure, UC/CC architecture, and voice systems administration/operations.
• Demonstrated breadth across UC/CC domains: UC, CC, SIP, dial plans, CDR/call tracing.
• 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.
• Practical knowledge of REST APIs, .NET for integrations; ability to collaborate with app teams on extensibility.
• Networking fundamentals for voice: SIP/H.323, RTP, QoS, VLAN tagging, DHCP, DNS, SNMP; LAN/WAN interop.
• Resiliency concepts (e.g., SRST or equivalent remote survivability), SBCs, and voice gateways.
• End-user voice services: physical phones, softphones, ATAs, remote worker scenarios; CDR/call reporting.
• Excellent communication, documentation, stakeholder engagement, and vendor management skills.
• Experience with security/compliance for UC/CC (E911, audit readiness, call recording retention, privacy).
• Familiarity with data/voice cabling standards and data center practices (rack layout, power,