Lead IT Telecom Engineer

This is a fully remote position, open to applicants in California.

📋 Description

• Act as the senior technical lead for enterprise telecommunications, VoIP, and contact center systems.

• Oversee solution design, service enhancement, vendor collaboration, and complex projects.

• Ensure reliable, scalable, and compliant voice and contact center services throughout the organization.

• Work under the guidance of the Director of Infrastructure and Support.

• Collaborate across departments to support 24/7 healthcare operations.

• Design, manage, provision, and enhance enterprise telecommunications, VoIP, and contact center environments.

• Handle service lifecycle, carrier coordination, and service governance.

• Design, configure, and oversee enterprise Contact Center platforms.

• Administer, troubleshoot, escalate vendor issues for, and optimize Mitel VoIP and contact center platforms.

• Collaborate with executives, regional leaders, program stakeholders, vendors, and medical personnel to meet telephony and patient-care needs.

⛳️ Requirements

• A minimum of seven (7) years of progressively responsible experience in designing, managing, provisioning, and optimizing enterprise telecommunications, VoIP, and contact center environments.

• Proven experience in service lifecycle management, carrier coordination, and service governance.

• Senior-level expertise in designing, configuring, and governing enterprise Contact Center platforms, including CCaaS, IVR routing, ACD queues, workforce optimization tools, reporting, and service performance management.

• Extensive knowledge of Mitel VoIP and contact center platforms, encompassing administration, troubleshooting, vendor escalation, and service optimization.

• Capability to collaborate with executives, regional leaders, program stakeholders, and vendors to support 24/7 healthcare operations.

• Experience in supporting telecommunications, VoIP, or contact center services within a HIPAA-regulated healthcare setting.

• Background in working with medical staff to comprehend and support telephony requirements related to patient care.

• Advanced technical proficiency in PC hardware, software, network connectivity, VoIP technologies, and enterprise communication systems.

• Must be at least 18 years of age.

• Must hold CPR, First Aid, and CPI certifications (hands-on course) by the employment start date or prior to providing direct client care, and maintain current certification throughout employment.

• Successful completion of relevant post-offer physical examination, 2-step PPD test for tuberculosis, criminal background checks, excluded party sanctions, and verification of degree or license.

• If driving is necessary, valid driver's license, motor vehicle clearance, and proof of auto insurance are required and must be upheld during employment.

🏝️ Benefits

• Paid Time Off (PTO), with pro-rated accrual for part-time schedules and annual carryover up to specified caps.

• Nine Paid Holidays.

• Complimentary CEUs.

• Free Supervision for BBS Associate License.

• Coaching and mentorship opportunities.

• Online University Tuition Discount.

• Company Scholarships available.

• Medical insurance coverage.

• Vision insurance options.

• Dental insurance plans.

• 401K retirement plan.

• Employee Stock Ownership Plan.