Telecom Network Engineer

Join a collaborative Telecom team consisting of 3 Telecom Engineers and 4 Telecom Analysts supporting critical call center and telecommunications platforms. This role will focus on the design, support, and enhancement of Avaya-based contact center solutions, including IVR, routing, and digital customer experiences. You’ll work closely with business and technical stakeholders to deliver scalable telecom solutions while producing clear technical documentation and participating in solution design workshops., * Design, develop, and support Avaya call center solutions.

• Configure and maintain IVR, call routing, vectors, VDNs, and digital customer interaction workflows.
• Participate in and lead discovery sessions, design workshops, and requirements gathering activities.
• Create and maintain technical documentation, including FRDs, workflow diagrams, and integration specifications.
• Troubleshoot and resolve telecom, VoIP, and contact center platform issues.
• Collaborate with infrastructure, networking, and application teams to deliver integrated solutions.
• Mentor junior team members and contribute to technical and architectural discussions., Ideal Background: Telecom Engineers with strong Avaya call center experience, VoIP expertise, and exposure to modern CCaaS platforms such as Genesys Cloud.

Do you have experience in VPN?, Do you have a Bachelor’s degree?, * 8+ years of telecommunications, VoIP, or contact center engineering experience.

• Bachelor’s degree in Computer Science, Information Technology, or related field; OR 4 years of relevant work experience; OR Associate’s degree plus 2 years of relevant experience.
• Experience designing and supporting Avaya call center platforms.
• Experience with CCaaS/contact center solutions.
• Knowledge of LAN, WAN, SD-WAN, VPN, and cloud networking technologies.
• Experience with JavaScript, Python, or Node.js.
• Experience with GitHub, ServiceNow, and Azure.
• Strong communication, presentation, and stakeholder management skills.
• Ability to influence technical decisions and mentor team members.

Desired / Preferred Qualifications

• Genesys Cloud experience.
• Experience supporting toll-free number (TFN) routing within Genesys Cloud.
• Genesys certifications (Cloud CX Developer and/or Architect).
• Experience with Lucidchart or similar workflow modeling tools.
• Bachelor’s degree in a related field., * Bachelor’s (Preferred), * Telecom Network Engineering: 8 years (Preferred)
• VoIP: 1 year (Preferred)
• Contact Center Engineering: 1 year (Preferred)
• Avaya: 1 year (Preferred)
• Genesys Cloud: 1 year (Preferred)

Ability to Commute:

• Columbia, SC 29223 (Required)

• Hours: 8:30 AM - 5:00 PM.
• Some on-call and weekend support required.
• Overtime requires prior approval.
• Minimal travel.