IT Telecom Engineer II

Position Summary

The IT Telecom Engineer II is responsible for designing, implementing, optimizing, operating, and maintaining telecommunications hardware, software, and related infrastructure. This individual serves as a senior technical resource within the telecom function and contributes to the strategic planning, architecture, engineering, and continuous improvement of enterprise telecommunications solutions.

The role encompasses the architecture, implementation, configuration, administration, and support of telecommunications and contact center environments, including technologies supported by Mitel, Microsoft, VMware, and other voice and collaboration platforms. Responsibilities include evaluating, configuring, installing, upgrading, optimizing, troubleshooting, deploying, and supporting telephone infrastructure, voice services, contact center applications, conferencing platforms, integrations, and monitoring systems.

This individual will also evaluate and audit telecommunications networks, systems, and hardware to ensure integrity, resiliency, scalability, and sufficient capacity.

Major Responsibilities

• Architect, engineer, implement, and support enterprise on-premises and cloud-based contact center solutions within pharmacy or healthcare call center environments.
• 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 advanced natural language solutions to improve customer experience and increase contact center containment rates.
• Provide advanced design, engineering, deployment, and support for contact center technologies, including ACD, IVR, AES, TASKE, CTI, WFM, PBX CDR, monitoring systems, and related telecom applications.
• Serve as a technical lead for Mitel telecom architecture, system design, upgrades, integrations, and lifecycle management.
• Design, configure, deploy, and support voice services using Mitel PBX, VoIP platforms, modular messaging, and contact center applications.
• Develop telecom architecture standards, engineering documentation, configuration baselines, and support procedures for enterprise voice and collaboration systems.
• Provide engineering oversight for telecom server patching, upgrades, and lifecycle maintenance across all locations.
• Build, maintain, and support mission-critical, 24x7x365 contact center environments with an emphasis on resiliency, performance, and scalability.
• Design and support scalable, feature-rich conferencing and collaboration solutions across platforms such as Microsoft Teams, Zoom, and Webex.
• Engineer office-based and remote-work telecom solutions that support a work-from-anywhere model through scalable voice, video, and collaboration technologies.
• Document requirements, design solutions, and develop effective business continuity and disaster recovery plans, including tabletop exercises and real-world scenarios for telecom systems.
• Develop 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 IT team members regarding telecom systems, standards, tools, and best practices.
• Record and update support incidents using problem-management tools, maintain historical records and problem documentation, and comply with change-control practices.
• Work with vendors, carriers, and maintenance providers to support and maintain systems while minimizing downtime and optimizing performance.
• Act as a primary technical resource and escalation point for telecom providers, cloud-solution vendors, and internal stakeholders.
• Ensure the availability, performance, security, and reliability of mission-critical telecom resources.
• Develop and maintain performance, availability, utilization, and capacity reports, and provide recommendations for improvement.
• Participate in long-term telecom roadmap planning, evaluation of new technologies, and infrastructure modernization initiatives.
• Perform other duties as assigned.
• Perform job responsibilities in accordance with applicable codes of business conduct and ethics, organizational policies and procedures, compliance requirements, federal and state laws, and professional standards.

Education and Experience

Education

• Bachelor’s degree in Information Technology, Networking, Engineering, Telecommunications, or a related field, or an equivalent combination of education and professional experience.

Required Experience

• Five or more years of experience supporting and engineering IP telecommunications infrastructure, telecom systems, or related hardware within a contact 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.

Preferred Experience

• Experience with Mitel and/or Avaya platforms.
• Experience working within healthcare environments.
• Experience designing and supporting highly available, multi-site telecom environments.

Required Skills and Knowledge

• Advanced knowledge of VoIP architecture, strategy, design, configuration, optimization, and operations.
• Strong understanding of contact center processes and integrations, including IVR configuration, ERP integrations, workforce management, call recording, analytics, and reporting.
• Experience designing conferencing and collaboration solutions that support Microsoft Teams-centered 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 technical and non-technical stakeholders.
• Strong understanding of telecom resiliency, capacity planning, redundancy, high availability, business continuity, and disaster recovery principles.