Senior Telecom Engineer (Avaya/Five9)
Boston, MA or Woodbridge, NJ - 4 Days Onsite
6-12 Month Contract
We are looking for an experienced Senior Telecom Engineer to support and advance enterprise communications infrastructure.
This role is responsible for the end-to-end lifecycle of voice and collaboration technologies, including strategy, architecture, deployment, and ongoing operations. The environment spans both legacy on-premise systems and modern cloud-based platforms such as PBX, contact center technologies, workforce optimization tools, UCaaS/CCaaS solutions, video conferencing, and related communication services.
The organization is undergoing a major transformation of its telephony ecosystem. This individual will play a central role in transitioning legacy voice systems into a scalable, cloud-driven collaboration environment that prioritizes reliability, security, and user experience.
Acting as the senior technical authority and escalation resource, you will support a wide range of platforms and services including Avaya systems, workforce management tools, voicemail platforms, cloud contact center solutions, call accounting, SIP/PSTN connectivity, IVR design, emergency calling compliance, and integrations with business systems. This position also drives technical standards, oversees delivery of initiatives, ensures system resilience, and works closely with vendors and service providers.
Key Responsibilities
Architecture & Engineering
- Lead the design and governance of enterprise voice and contact center environments across both legacy and cloud platforms
- Develop and maintain standards for configuration, security, version control, and emergency services compliance
- Design call routing strategies, dial plans, auto attendants, and collaboration features (voice, video, messaging, fax)
- Oversee contact center architecture including IVR design, scripting, call routing logic, and workforce optimization tools
- Ensure high availability and disaster recovery through redundancy strategies, SBC design, QoS planning, and capacity modeling
Implementation & Support
- Execute system deployments, upgrades, migrations, and integrations across voice and collaboration platforms
- Provide advanced troubleshooting and resolution for complex communication issues involving SIP signaling, media paths, and network performance
- Manage carrier connectivity including SIP trunking, number lifecycle management, and PSTN services
- Utilize monitoring and diagnostic tools to analyze call performance and system health
- Lead migration efforts from legacy platforms to cloud-based solutions, including documentation and decommissioning activities
Contact Center & Integrations
- Design and optimize customer interaction workflows including IVR, queue management, routing strategies, and self-service capabilities
- Support integrations with CRM systems, third-party applications, APIs, and recording/analytics platforms
- Provide technical leadership for CCaaS platforms (e.g., Five9 or equivalent), ensuring alignment with business needs and service levels
Governance & Collaboration
- Maintain accurate technical documentation including system diagrams, runbooks, and operational procedures
- Provide training and knowledge transfer to internal teams and end users
- Collaborate cross-functionally with networking, security, service desk, and business stakeholders
- Manage relationships with vendors and carriers, including issue resolution and performance management
Qualifications
- Bachelor’s degree in Computer Science, Information Systems, or equivalent practical experience
- 10+ years of experience supporting enterprise voice and unified communications environments
- Strong knowledge of voice technologies including SIP, dial plans, call routing, and call analytics
- Hands-on experience with Avaya platforms (e.g., Communication Manager, Aura suite, CMS)
- Experience with modern CCaaS platforms such as Five9, NICE, or Verint
- Familiarity with UCaaS solutions including Microsoft Teams Phone, Zoom Phone, or similar
- Expertise in SIP trunking, PSTN connectivity, and telecom service management
- Experience designing IVR systems and call flows
- Exposure to API-based integrations and collaboration with development teams (.NET or similar environments)
- Solid understanding of networking principles relevant to voice (QoS, VLANs, DNS, DHCP, RTP, SNMP)
- Knowledge of high availability design, session border controllers, and voice gateways
- Experience supporting end-user communication devices and remote workforce setups
- Strong documentation, communication, and stakeholder management skills
- Understanding of compliance requirements such as E911, call recording policies, and data privacy
- Familiarity with structured cabling, data center environments, and telecom infrastructure
