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Telephony / Unified Communications Engineer

LanceSoft Inc

Stuart, FL

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JOB DETAILS
JOB TYPE
Full-time
SKILLS
Administrative Skills, Analysis Skills, Automatic Call Distributor (ACD), Avaya Software, Best Practices, Business Operations, Call Center Operations, Call Center Telephony, Call Centers, Call Routing, Campaigns, Cisco Network Systems, Cloud Computing, Communication Skills, Communications Engineering, Computer Networks, Computer Telephony Integration (CTI), Conferences, Customer Relationship Management (CRM) Systems, Design Flows, Detail Oriented, Dialer Management, Documentation, Forecasting, Genesys Solutions, Identify Issues, Information Technology & Information Systems, Interpersonal Skills, Leadership, Maintain Compliance, Microsoft Product Family, Mobile Devices, Network Monitoring, Network Performance/Analysis, Network Security, PBX (Private Branch eXchange), People Management, Performance Analysis, Performance Metrics, Presentation/Verbal Skills, Problem Solving Skills, Project Evaluation, Protocol Analysis, Python Programming/Scripting Language, QoS (Quality of Service), Quality Metrics, Quality Monitoring, Reporting Dashboards, Reporting Skills, SIP (Session Initiation Protocol), SQL (Structured Query Language), Scripting (Scripting Languages), Security Infrastructure, Service Level Agreement (SLA), Skills-Based Routing, Software Patches, Stored Procedures, Systems Administration/Management, Systems Analysis, Telecommunications, Telephony, Unified Communications, Vendor/Supplier Management, VoIP (Voice over IP), Voice Chat, Voice Products, Voice Response Systems, Windows PowerShell, Workforce Management, Writing Skills
LOCATION
Stuart, FL
POSTED
11 days ago
Title: Telephony / Unified Communications Engineer Duration: May 18 Oct 31, 2026 Remote - 1823 SE Airport Road, Stuart Florida 34996 Education Bachelor's Degree or Certifications in Alvari Overview We are seeking an experienced Telephony / Unified Communications Engineer with a strong background in Noble/Alvaria contact center platforms. This role is responsible for the design, implementation, administration, and support of our enterprise contact center technology stack, ensuring reliable and scalable communications across the organization. The engineer will play a critical role in managing Noble/Alvaria CX suite components such as inbound/outbound dialers, IVRs, CTI integrations, workforce management, and reporting. Key Responsibilities Platform Administration & Support Administer and maintain the Noble/Alvaria CX platform, including outbound/inbound dialers, campaign management, predictive dialing, IVR flows, and call routing. Configure and support Alvaria Workforce Engagement Management (WEM) for scheduling, forecasting, and adherence. Manage and optimize voice, chat, and omnichannel routing within Alvaria systems. Ensure proper operation of call recording, quality monitoring, and compliance features. Integration & Optimization Integrate Alvaria with CRM systems, ticketing tools, and workforce management platforms. Build and maintain custom reports, dashboards, and data feeds leveraging Alvaria Performance Center and reporting modules. Monitor and tune campaign KPIs (abandon rates, contact rates, SLA, average handle time, etc.) to maximize efficiency. Work with stakeholders to design call flows, IVR menus, and queue strategies aligned to business needs. Reliability & Operations Monitor telephony infrastructure for system health, latency, and call quality metrics. Lead troubleshooting of SIP signaling, trunking, call routing, and CTI integration issues. Perform upgrades, hotfixes, and patches on Alvaria/Noble components. Maintain system documentation, including call flow diagrams, configuration baselines, and runbooks. Collaboration & Governance Partner with Network, Security, and Infrastructure teams to ensure secure and resilient voice services. Work closely with Contact Center Operations to implement campaign changes and workforce adjustments. Manage vendor escalations with Alvaria support and coordinate on issue resolution. Required Qualifications 35+ years of experience supporting enterprise telephony or contact center platforms. Understanding of dial plan analysis, call routing best practices, skills-based routing, CTI, PBX components and functions, Call Detail Reporting, and Workforce Management System. Experience working with call recording technology, and demonstrated working knowledge of ACD, automated attendant and IVR technology. Preferred knowledge of data networking; VoIP, QoS; SIP and protocol analysis. Preferred experience within cloud solutions Excellent systems analysis, troubleshooting skills and critical thinking skills. Excellent oral and written communication skills and interpersonal skills required. Required to obtain necessary telecommunication certifications held in a classroom setting Experience in managing vendors and/or people a plus Preferred Skills Associate degree preferred, or an equivalent combination of education and experience in an IT environment and/or Call Center environment. Noble/Alvaria (CX Suite, WEM, Performance Center) experience a plus. Creates, follows, and updates process documentation as needed Experience with other UC/Contact Center platforms (Avaya Aura, Cisco UCCE, Genesys, Microsoft Teams voice). Mobile device management and support Scripting or automation skills (PowerShell, Python, SQL stored procedures). Knowledge of workforce optimization and speech analytics solutions. Design, analyze and implement projects utilizing voice and data carrier infrastructure Documents configuration and monitors various aspects of voice and data network Tracks performance metrics related to voice and data network Provide reporting on problem tickets and SLAs Soft Skills Strong problem-solving skills and ability to work independently in high-pressure situations. Excellent communication skills to interface with business stakeholders, operations teams, and leadership. Detail-oriented with strong documentation and process discipline. Training Information technology at Liberator is highly dynamic. The Telecommunication Engineer is required to acquire and maintain a working knowledge of the Noble System environment. In order to develop and maintain this knowledge, the Telecommunications Engineer is required to attend regular meetings, business conferences and training activities.

About the Company

L

LanceSoft Inc

We are a $125 Million, NMSDC-certified Minority & Woman owned Workforce Solutions Company headquartered in the DC metro area with presence across US with global presence - Canada, Mexico, India, UK, Malaysia, Indonasia, Hongkong, Singapore, UAE. We are specialized in providing Workforce Solutions, SOW project delivery, Engineering Solutions, Creative Services. We currently support 100+ Fortune companies globally and across multiple industry segments. We are currently supporting several massive programs across industry segment nationally/globally (Intel, Ally, AMD, QUALCOMM, Morgan Stanley, Kraft/ Mondelez, MNP, Amdocs, Dell, SanDisk, Medtronic, Becton Dickinson, GE, Lockheed Martin, UTC, L-3 Communications, Caterpillar, BMW, Mercedes Benz, National Grid, Dominion, Energy Future Holdings, PSEG, 3M, Fidelity, Aetna, Humana, Johnson & Johnson, Pfizer, Merck etc). 

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender, identity, national origin, disability, or protected veteran status.

COMPANY SIZE
2,000 to 2,499 employees
INDUSTRY
Staffing/Employment Agencies
FOUNDED
2000
WEBSITE
http://www.lancesoft.com/