Telephony / Unified Communications Engineer

Lancesoft

Stuart, FL

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JOB DETAILS

SALARY

$70

LOCATION

Stuart, FL

POSTED

12 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
3 5+ 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

Lancesoft

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/