Telecom Engineering Lead

Position: IS Telecom Engineering Lead
3. IS Telecom Engineering Lead Results Job  Details Explore Location The insights provided are generated by AI and may contain inaccuracies. Please independently verify any critical information before relying on it.

The insights provided are generated by AI and may contain inaccuracies. Please independently verify any critical information before relying on it.
** Description
* * 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.  

Key Responsibilities    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  Unified Communications & Voice Architecture    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.  Contact Center & CX Architecture    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.  Security, Compliance & Resiliency    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.  Operations & Engineering Leadership    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.  People Leadership & Vendor Management    Provide technical mentorship and…