Telecom Telephony Engineer

Location: Westerville, OH
Salary: $60.00 USD Hourly - $75.00 USD Hourly
Description:
Job Title: Sr. Telecom Engineer - Telephony Engineering

Location: Westerville, Ohio

Remote Option: No (4 days a week onsite)

Employment Type: Contract to Permanent

Conversion to FTE: After 6 months

Chance to Convert: High

Job Summary:

The Sr. Telecom Engineer - Telephony Engineering will be responsible for engineering, configuring, and maintaining critical telecom systems that support business operations. This role involves proactively communicating solutions to telecom-related issues and recommending emerging technologies to enhance the telecom network's overall health. The ideal candidate will have experience in developing and evaluating telecom-related software programs, including Cisco Call Manager, UCCX, Genesys Cloud, and Teams Phone. The engineer will analyze short-term and long-term capacity needs for both on-premise and cloud telecom infrastructure, conduct studies to determine the impact on telecom infrastructure capacity, and make decisions on technical approaches for project components.

Qualifications:

• Proven experience supporting Cisco CUCM, UCCX, CUBEs, Unity, Finesse, and Calabrio in an enterprise-wide setting (5-7 years).
• Experience with Genesys Cloud (PureCloud) and MS Teams/Teams Phone.
• Working knowledge of Wireshark, Audiocodes Syslog, SSH, Putty, and SIP.
• Experience in upgrading IOS versions and firmware.
• Ability to support and mentor other engineers, Helpdesk, and end-users.
• Applied working knowledge of ITIL change management and service design.
• Ability to analyze specifications and design documents.
• Excellent leadership and mentoring skills.
• Create and maintain comprehensive documentation for all implemented telecom networks.
• Perform preventative maintenance on telecom devices.
• Participation in a 24x7 on-call rotation, after-hours, and weekend work may be required.

Responsibilities:

• Engineer, develop, and administer telephony systems and collaboration tools.
• Collaborate with technical teams to ensure hardware and software infrastructure is up-to-date with the latest firmware and software requirements.
• Provide escalation support to Call Center/Customer Care departments.
• Troubleshoot and resolve expedited issues impacting customer challenges and needs promptly.
• Proactively communicate the status, plan of action, and resolution of issues.
• Monitor and report the performance of telecom components against KPIs, taking preemptive measures to minimize interruptions.
• Identify opportunities and recommend solutions for improving overall telecom health by assessing effectiveness and efficiency.
• Evaluate new technologies and platforms to determine their applicability to business needs.
• Document processes and create knowledge base articles for internal users.
• Train end-users and administrators on using the phone system.
• Lead complex telecom-related projects.
• Demonstrate strong troubleshooting skills and a proven track record of resolving telecom-related problems.

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Contact:

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