Sr IT Telecom Engineer

This role is responsible for the daily stability, performance, and improvement of enterprise phone and call center systems within a regulated financial services environment. The engineer designs, supports, and administers VoIP and legacy telephony platforms to ensure calls route correctly, recordings function properly, and service availability meets business needs. Daily work includes troubleshooting call issues, monitoring system health, managing vendors and carriers, reducing operational risk, and implementing process improvements. The role also focuses on building a reliable call center environment, developing performance metrics, improving uptime, and supporting continuous operational maturity, with responsibility for after- hours escalation when critical communication systems are impacted.

• Bachelor's Degree in Information Technology or qualifying technical training and experience.
• 12+ years' experience in a corporate & call center Telecom environment.
• Experience with Mid to Large-scale Avaya operations management.
• Experienced with direct troubleshooting of telephony systems technically at a high level.
• Proficient working knowledge of local and wide area network concepts, protocols and implementations
• Compliance voice-recording experience.
• Enterprise telecom vendor management experience (carriers, manufacturers, support providers).
• Knowledge of Inter-system technology, VoIP (voice over IP), SIP(Session Initiation protocol), SNMP(Simple Network Mgmt protocol), etc.
• Turnaround experience taking immature operations and making them stable and mature.
• Deep understanding of the pillars of the ITIL framework.
• Experience with Avaya IQ, Avaya UI, Teleopti, Design Studio (Wall Boards), Knoah Soft/Harmony, Verizon.
• Management/Leadership experience with engineering teams that foster a team atmosphere.

Nice to Have Skills & Experience

• Master's Degree in Information Technology or related field or qualifying technical experience and training.
• Industry pertinent certifications, such as the Avaya Certified Implementation Specialist (ACIS) or the Avaya Certified Support Specialist (ACSS).
• Experience in credit union or financial services industry.

$55/hr to $60/hr. Exact compensation may vary based on several factors, including skills, experience, and education. Employees in this role will enjoy a comprehensive benefits package starting on day one of employment, including options for medical, dental, and vision insurance. Eligibility to enroll in the 401(k) retirement plan begins after 90 days of employment. Additionally, employees in this role will have access to paid sick leave and other paid time off benefits as required under the applicable law of the worksite location., Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.