Telecom Engineering Lead

Job Summary

We are seeking a highly skilled and experienced IS Telecom Engineering Lead serve as the enterprise architect and platform owner for a complex, multi-cluster Cisco Unified Communications, C1CX-managed voice services, and Genesys CX Cloud ecosystem within a regulated healthcare environment.

This role is accountable for end-to-end architecture, near- and mid-term roadmap development, and operational excellence across voice and contact center platforms that support mission-critical clinical and operational workflows. The position combines deep hands-on technical expertise, strategic architectural planning, and people leadership across onshore and offshore engineering teams.

• Collaborate with stakeholders to gather business requirements and translate them into technical designs.
• Provide technical leadership and guidance throughout the project lifecycle.
• Optimize system performance and scalability to meet evolving business needs.
• Stay informed about industry trends and best practices to continually improve our contact center capabilities.
• Collaborate with cross-functional teams to ensure seamless integration and operation.
• Assist in designing and implementing new features and functionalities within the Genesys Cloud platform.
• Develop and maintain documentation for system configurations, processes, and procedures.
• Architect Quality Management (QM), Workforce Management ("WFM") / Workforce Engagement Management ("WEM")
• Own the end-to-end enterprise architecture for Cisco UC, C1CX voice services, and Genesys CX Cloud, including current-state, transition-state, and future-state designs.
• Develop and maintain a 1-3-year technology roadmap that remains adaptive to rapid platform evolution, covering:
  • Platform modernization and cloud adoption.
  • Cisco and Genesys lifecycle management
  • PSTN, SIP, and carrier evolution with C1CX
  • Technical debt reduction and resiliency improvements
• Continuously reassess architectural direction to account for emerging technologies, vendor roadmaps, and healthcare regulatory changes.
• Define reference architectures, standards, and design patterns for:
  • High availability and disaster recover
  • Multi-cluster and geo-redundant deployments
  • Secure SIP, SBC, and PSTN integrations
• Lead architecture reviews, design approvals, and technical governance to ensure alignment with enterprise and healthcare standards

• Serve as the principal technical authority for a multi-cluster Cisco Collaboration environment, including CUCM, Unity Connection (CUC), Emergency Responder (CER), IM & Presence (IMP), and SME, supporting thousands of endpoints.
• Provide architectural oversight and integration leadership for C1CX-managed voice, SIP, SBC, and carrier services.
• Design and enforce enterprise dial plans, call routing strategies, SIP normalization, and survivability models.
• Ensure UC architectures meet clinical uptime, resiliency, and life-safety requirements.

• Act as the architectural lead for enterprise contact center platforms, including:
  • Cisco Unified Contact Center Enterprise (UCCE)
  • Genesys CX Cloud (Genesys Cloud CX) voice, digital, and routing services
• Define coexistence, migration, and decommissioning strategies between Cisco and Genesys platforms.
• Lead architectural design for omnichannel CX, integrations, and reporting across cloud and on-prem environments.
• Partner with CX, clinical, and business leaders to translate experience requirements into scalable technical designs.

• Architect solutions that meet HIPAA, PII, and healthcare regulatory requirements, including encryption, auditability, access controls, and data protection.
• Define and validate business continuity and disaster recovery architectures, including testing and operational readiness.
• Partner with security, network, and identity teams to ensure end-to-end compliance and risk mitigation.

• Lead onshore and offshore engineering and operations teams:
  • Clear roles, responsibilities, and escalation models
  • Follow-the-sun support and operational handoffs
  • Consistent engineering standards and quality controls
• Manage workload distribution between internal teams, offshore resources, and managed service providers (C1CX).
• Drive operational excellence, including incident management, root-cause analysis, and continuous improvement.
• Ensure architecture and roadmap decisions are executed through well-governed delivery plans.

• Provide technical mentorship and architectural coaching to senior and junior engineers.
• Lead performance management, skills development, and succession planning across distributed teams.
• Govern vendor and MSP relationships, including:
  • C1CX service delivery, SLAs, KPIs, and continuous improvement
  • Carrier and technology partner engagements
• Serve as the technical voice in executive and cross-functional forums.

• Bachelor's degree in Information Technology, Engineering, or…