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Telecom Engineer

Telecom Engineer

Job Description

Job Title: IT Telecommunications Engineer

Department: Information Technology

Reports To: Sr. Manager of Network and Telecommunications Services

FLSA Status: Exempt


Summary: Responsible for supporting, implementing and trouble-shooting multi-site call center telephony operations to support our VOIP telephony infrastructure.

Essential Duties and Responsibilities include the following. Other duties may be assigned.


  • Under general direction, assists in the planning, design and implementation of telecom networks and systems.

  • Conduct feasibility studies for large projects; evaluates vendor products; makes recommendations on selection of communications software and hardware.

  • Perform the advanced administration and support of Avaya PBX, Automatic Call Distribution (ACD), Avaya IQ, Microcall, Experience Portal, Aura Messaging (Voicemail), and NICE call recording systems.

  • Read technical manuals and brochures on new products in order to recommend changes in telecommunication configurations to improve levels of service and reliability.

  • Act as liaison with communication vendors during implementation, trouble determination, evaluation and resolution for advanced telephony issues.

  • Responsible for complying with the Information Security Policy and preventing the unauthorized use or disclosure of Company's information assets.

  • Perform all firmware upgrades. Some examples include CLAN boards, MedPro boards, G700s and phones.

  • Provides 24X7 support of all Telephony systems.

  • Troubleshoot and identify advanced telecommunication issues. May need to replace malfunctioning equipment.

  • Monitor all Telecommunications equipment for alarm conditions.

  • Oversee and assist with new Call Center openings, major upgrades or installations of new equipment.

  • Develops disaster route plans for carrier and equipment failures for our multi-site environment.

  • Provides ad-hoc and formal training for new phone, Modular Messaging and Avaya IQ users.

  • Document and Flowchart (using Visio) all processes, procedures and aspects of the voice infrastructure.

  • Generate statistical reports for management as needed.

  • Perform preventative maintenance and backups for telecommunications equipment.

  • Responsible for acquiring, supporting and maintaining company cell phones.

  • Act as a liaison between the IT teams.

  • Work hand in hand with the network team when it comes to routing and VOIP architecture and issues.

  • Set up and maintenance of TFTP servers which are used for VOIP phones.




  • Strong Call Center telephony operations experience required.

  • Possess a high degree of knowledge with Avaya Telephony systems. This would include, PBX, G700s, Aura Messaging, and Avaya IQ.

  • Expert knowledge of PBX/ACD operations, including vectoring and EAS. Avaya Certification desired

  • Knowledge of World Class Routing, Universal dial plans, Automatic Route Selection, and Automatic Alternate Routing.

  • Strong skills in telecommunications equipment, service testing, and telecommunications systems.

  • Strong understanding of Network Carrier provided services including MPLS, Toll Free, local and DID.

  • Experience with VOIP phones and conference phones.

  • Experience with SIP.

  • Strong understanding of Network Switches and Servers.

  • Ability to Document and Flowchart (using Visio) all processes, procedures and aspects of the voice infrastructure.

  • Knowledge of Experience Portal, sign boards and NICE Call Recording.

  • Excellent organizational, project management and problem solving skills.



Job Requirements


  • Bachelor's degree (B. A.) or equivalent from four-year College, university or technical school; or two to five years related experience and/or training; or equivalent combination of education and experience.


Certificates, Licenses, Registrations


  • Avaya Classes and Certifications would be a plus


Other Qualifications


  • Must be available for 24X7 support for all telecommunications equipment and issues.


Job Snapshot

Employment Type Full-Time
Job Type Engineering
Education Not Specified
Experience Not Specified
Manages Others Not Specified
Industry Insurance
Required Travel Not Specified
Job ID 256
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Telecom Engineer

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