Senior Telecom Engineer

Woodbridge Township, NJ, US • Posted 19 hours ago • Updated 19 hours ago
Contract W2
No Travel Required
On-site
Depends on Experience
Fitment

Dice Job Match Score™

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Job Details

Skills

  • Avaya
  • Five9

Summary

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, 
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
  • Dice Id: 91001743
  • Position Id: 8935038
  • Posted 19 hours ago
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