Lead IT Telecom Engineer

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

📋 Description

• Act as the principal technical authority for enterprise telecommunications, VoIP, and contact center systems.

• Oversee solution architecture, service enhancement, vendor collaboration, and intricate projects.

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

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

• Provide 24/7 healthcare operations support through expert technical knowledge, sound decision-making, and collaborative teamwork.

• Design, configure, and manage enterprise Contact Center systems.

• Administer, troubleshoot, escalate vendor issues, and enhance Mitel VoIP and contact center systems.

• Collaborate with executives, regional managers, program stakeholders, vendors, and healthcare staff to fulfill organizational and patient-care telephony needs.

⛳️ Requirements

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

• Proficiency in service lifecycle management, carrier coordination, and service governance.

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

• Advanced understanding of Mitel VoIP and contact center systems, including administration, troubleshooting, vendor management, and service optimization.

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

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

• Experience working with medical personnel to identify and support telephony requirements associated with patient care.

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

• Must be at least 18 years of age.

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

• Successful completion and satisfactory results of a post-offer physical examination.

• Successful completion of a 2-step PPD test for tuberculosis.

• Acceptable criminal background checks.

• Acceptable excluded party sanctions check.

• Verification of degree or license.

• If driving is required for the position, a valid driver's license, motor vehicle clearance, and proof of auto insurance are necessary at the time of employment and must be maintained throughout employment.

• Additional regulatory, contractual, or local requirements may apply.

🏝️ Benefits

• Paid Time Off (PTO).

• Nine Paid Holidays.

• Complimentary CEUs.

• Free Supervision for BBS Associate License.

• Coaching and mentorship opportunities.

• Online University Tuition Discounts.

• Company Scholarships.

• Medical Insurance.

• Vision Insurance.

• Dental Insurance.

• 401K plan.

• Employee Stock Ownership Plan.