Engineer II - Communications Job

• Ability to manage telephony projects from initiation to completion, including planning, scheduling, resource allocation, risk management, and stakeholder communication.
• Advanced support of legacy Avaya, CMS, CTI, QFinity, Workforce Management and other related telephony platforms.
• Demonstrated leadership qualities, including the ability to mentor and coach junior team members and provide guidance on technical issues.
• Capacity to contribute to the development of strategic telephony initiatives aligned with business goals and objectives.
• Ability to lead telephony system upgrades, migrations, and expansions while minimizing disruption to business operations. This includes change management plans, coordinating testing and validation efforts, and facilitating user training and adoption.
• Consultation/recommendation to the design and deployment of modern telephony solutions, leveraging cloud-based platforms, virtualization, and software-defined networking principles.
• Advanced troubleshooting skills to address complex telephony issues, conduct root cause analysis, and implement sustainable solutions.
• Provide second level technical support to end-users and IT staff, resolving telephony-related issues and inquiries in a timely and professional manner.
• Proven track record of driving continuous improvement initiatives to optimize telephony systems, streamline processes, and enhance operational efficiency.
• Participate in evaluating new technologies, implementing automation solutions, and refining best practices.
• Strong communication and interpersonal skills to effectively communicate technical concepts to non-technical stakeholders, influence decision-making, and build consensus around telephony initiatives.
• Drive the development and maintenance of documentation, including telephony configurations, procedures, and knowledge base articles.
• Adhere to security policies and procedures to protect telephony systems and data from unauthorized access, breaches, and other security threats.
• Stay abreast of emerging telephony technologies, industry trends, and best practices, and make recommendations for their adoption based on business needs and objectives.
• Participate in on-call rotation for after hours support
• Perform all other duties and special projects as assigned

Education and/or Training:

• Bachelor’s degree in a related field or equivalent work experience
• Advanced understanding of modern telephony concepts and technologies, including VoIP, SIP
• Advanced knowledge of telephony administration and troubleshooting in enterprise environments, including configuration of PBX systems, call routing, and workflows.
• Excellent problem-solving skills and the ability to analyze complex telephony issues, diagnose root causes, and implement effective solutions.
• Proficient in various desktop tools including MS Office Programs (i.e. Outlook, Excel, Word, PowerPoint, Project, Visio, Teams etc.)
• Strong communication and interpersonal skills, with the ability to collaborate effectively with technical and non-technical stakeholders.
• Self-motivated and proactive, with a passion for learning and staying up-to-date with emerging technologies and industry trends.
• Relevant certifications in telephony, networking, or cloud computing (e.g., CCNA, CCNP, AWS Certified Solutions Architect) are a plus.

Relevant Work Experience:

• 3-5 years relevant experience with modern cloud-based telephony systems; such as, Content Guru, Cisco or Genesys.
• 3-5 years of legacy telephony technologies, such as, Avaya PBX, CMS, QFinity, Alvaria WFM experience.
• Strong knowledge of telephony concepts, protocols, and technologies.
• Strong foundational skills in networking, computer science, or related fields

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