Phone Systems Engineer - Contact Center Focus

Phone Systems Engineer – Contact Center Focus

Position Summary

The Phone Systems Engineer is responsible for designing, implementing, supporting, and optimizing enterprise phone systems with a strong emphasis on contact center technologies. This role requires deep technical knowledge of telephony and contact center platforms, combined with the ability to interface effectively with executive leadership and business stakeholders. The engineer will translate business requirements into secure, scalable, and reliable technical solutions that support both internal users and customer-facing operations.

This position participates in an on-call rotation as part of a team supporting critical communication systems.

Key Responsibilities

Contact Center & Telephony Engineering

• Design, deploy, maintain, and enhance enterprise phone systems and contact center platforms.
• Configure and support call routing, IVR, ACD, call recording, reporting, and related integrations.
• Ensure system reliability, performance, scalability, and high availability.
• Analyze contact center workflows and call flows to improve customer experience and operational efficiency.

Business & Executive Engagement

• Act as a technical advisor to executive leadership and business stakeholders.
• Gather, document, and clarify business requirements and translate them into effective technical solutions.
• Communicate complex technical concepts in clear, business-oriented terms.
• Partner with business teams to align contact center capabilities with organizational goals.

Security & Networking

• Design and support telephony and contact center solutions with a strong focus on security and compliance.
• Collaborate with network and security teams on SIP, VoIP, QoS, VLANs, firewalls, SBCs, and carrier connectivity.
• Ensure systems adhere to organizational security standards and best practices.

Operations, Support & Incident Management

• Provide Tier 1/2/3 support for phone system and contact center incidents.
• Troubleshoot issues across voice, network, and application layers.
• Participate in an on-call rotation to support production systems.
• Perform root-cause analysis and implement preventative measures for recurring issues.

Project & Service Management

• Lead or contribute to contact center and telephony projects, including system upgrades, migrations, and new implementations.
• Manage service tickets, incidents, changes, and problems using established ITSM processes.
• Coordinate with vendors, carriers, and service providers to deliver solutions and resolve issues.
• Maintain documentation, diagrams, standards, and operational procedures.

Required Skills & Qualifications

• Strong experience with enterprise phone systems and contact center platforms.
• In-depth understanding of SIP, VoIP, PSTN, call flow design, and voice quality principles.
• Proven ability to bridge business requirements with technical solutions.
• Experience working directly with executive and senior leadership stakeholders.
• Solid understanding of networking and security concepts related to voice technologies.
• Experience managing technical projects and service ticket workflows.
• Strong troubleshooting, analytical, and communication skills.

Working Conditions

• Participation in an on-call rotation as part of a team is required.
• Occasional after-hours work may be needed for maintenance or incident response.

Preferred Qualifications

• Experience with cloud-based contact center platforms (Mitel, NiCE, Five9, Zoom, 8x8).
• Background in customer experience, telecommunications, or enterprise software
• Project management or technical certification related to contact center technologies