Senior Telecom Engineer

Job Description

Job DescriptionDescription:

Hybrid 4 days onsite in either Boston, MA or Woodbridge, NJ

The organization is modernizing its telephony stack and requires a Senior Telecom Engineer to lead the evolution to a resilient, cloud-enabled collaboration ecosystem. The role spans architecture, operations, and Tier 3 support across Avaya, Five9, SIP/PSTN, contact center, and integrations to deliver secure and scalable voice services.

We can facilitate w2 and corp-to-corp consultants. For our w2 consultants, we offer a great benefits package that includes Medical, Dental, and Vision benefits, 401k with company matching, and life insurance.

Rate: $50.00 to $55.00/hr. w2

Responsibilities:

Responsibilities

• Own end-to-end voice, UC, and contact center architecture including dial plans, call routing, auto attendants, hunt groups, voicemail, video, and fax.
• Define, document, and enforce configuration standards, security controls, versioning, and e911 policies across platforms and sites.
• Lead design reviews for contact center solutions including IVR, scripting, call flows, workforce engagement, recording, and quality management.
• Engineer resiliency including survivable branch telephony, SBC high availability, QoS and VLAN design, and perform capacity planning.
• Execute installations, upgrades, migrations, MACD, and integrations; maintain patches, backups, disaster recovery runbooks, and platform hygiene.
• Provide Tier 3 diagnostics and resolution for complex voice, video, and collaboration incidents including SIP signaling, media, QoS, SBC, and gateway issues.
• Administer and optimize PSTN and SIP trunking, number administration and porting, carrier services, and related policies.
• Monitor and troubleshoot using CDR, call tracing, network monitoring tools such as Wireshark and SolarWinds, and vendor consoles.
• Support and transition legacy platforms toward UCaaS and CCaaS; document cutover plans and decommissioning.
• Design and optimize IVR/IVA and call flows, routing, self-service, and KPI and experience outcomes.
• Oversee integrations with CRMs, third-party applications, REST APIs, .NET, recording and quality platforms, paging, and analytics.
• Provide program leadership for Five9 or similar platforms, track roadmaps, SLAs, and adoption.
• Maintain comprehensive runbooks, SOPs, diagrams, and inventories including dial plans, IP schemas, and QoS policies.
• Deliver technical and administrative training and knowledge transfer to IT, Telecom teams, service desk, and end users.
• Partner with Network, Information Security, Service Desk, PMO, and Call Center leadership to ensure secure, scalable, and integrated services.
• Manage vendors, OEMs, and carriers and drive root cause analysis and problem management to prevent recurrence.

Experience Requirements:

Experience Requirements

• 5+ years in enterprise voice infrastructure, UC and contact center architecture, and voice systems administration and operations.
• Demonstrated breadth across UC and CC domains including UC, CC, SIP, dial plans, and CDR and call tracing.
• Strong experience with Avaya platforms including Communication Manager, System Manager, Session Manager, Aura messaging and conferencing, and CMS.
• CCaaS experience with Five9, NICE, Verint, or similar.
• Hands-on experience with Teams Phone, Zoom Phone, or other UCaaS platforms.
• Expertise in SIP trunking, carrier services, number porting and administration, and PSTN policies.
• IVR or Studio scripting, call flow design, and functional workflow development.
• Practical knowledge of REST APIs and .NET for integrations with application teams.
• Networking fundamentals for voice including SIP and H.323, RTP, QoS, VLAN tagging, DHCP, DNS, SNMP, and LAN or WAN interoperability.
• Knowledge of resiliency concepts such as SRST or equivalent remote survivability, SBCs, and voice gateways.
• Experience with end-user voice services including physical phones, softphones, ATAs, remote worker scenarios, and CDR or call reporting.
• Strong communication, documentation, stakeholder engagement, and vendor management skills.
• Experience with security and compliance for UC and CC including E911, audit readiness, call recording retention, and privacy.
• Familiarity with data and voice cabling standards and data center practices including rack layout, power, and fiber or copper termination.

Education Requirements:

Education Requirements

• Bachelor’s degree in Computer Science, Information Systems, or equivalent experience.

Recruitment Transparency Notice Eliassen Group values transparency in our recruitment practices. Please be advised that Eliassen Group utilizes artificial intelligence (AI) tools as part of its initial application screening process. You may receive email and SMS notifications from the Eliassen Virtual Recruiting Team (noreply@eliassen.com, 781-808-2924) inviting you to complete a brief voice screening as part of your application process. These tools assist our hiring teams in different ways, including but not limited to, assistance in reviewing application materials to help identify candidates whose qualifications most closely match the requirements of the position. All AI-assisted evaluations and responses are reviewed by human recruiters before any hiring decisions are made. The use of AI in our process is intended to support fairness, efficiency, and consistency, and Eliassen Group takes measures to prevent bias or discrimination in connection with its hiring practices. By proceeding, you acknowledge, agree, and consent to Eliassen Group’s use of these tools, including AI tools, as part of the application and hiring process.Skills, experience, and other compensable factors will be considered when determining pay rate. The pay range provided in this posting reflects a W2 hourly rate; other employment options may be available that may result in pay outside of the provided range.

W2 employees of Eliassen Group who are regularly scheduled to work 30 or more hours per week are eligible for the following benefits: medical (choice of 3 plans), dental, vision, pre-tax accounts, other voluntary benefits including life and disability insurance, 401(k) with match, and sick time if required by law in the worked-in state/locality.
Please be advised- If anyone reaches out to you about an open position connected with Eliassen Group, please confirm that they have an Eliassen.com email address and never provide personal or financial information to anyone who is not clearly associated with Eliassen Group. If you have any indication of fraudulent activity, please contact InfoSec@eliassen.com.About Eliassen Group: Eliassen Group is a leading strategic consulting company for human-powered solutions. For over 30 years, Eliassen has helped thousands of companies reach further and achieve more with their technology solutions, financial, risk & compliance, and advisory solutions, and clinical solutions. With offices from coast to coast and throughout Europe, Eliassen provides a local community presence, balanced with international reach. Eliassen Group strives to positively impact the lives of their employees, clients, consultants, and the communities in which they operate. Eliassen Group is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status. Don’t miss out on our referral program! If we hire a candidate that you refer us to then you can be eligible for a $1,000 referral check!