Telecommunications Lead Engineer

  • Location: Berwyn, Pennsylvania
  • Type: Contract To Hire
  • Job #164771
firstPRO is seeking a Telecommunications Lead Engineer to assist with transitioning from Cisco On-Prem Contact Center to a Cloud-based CCaaS. This experienced individual will spearhead this transition and manage the platform effectively. While preference is initially given to candidates with Lead experience, Senior Engineers will be considered as well. This permanent, full-time role requires an “as-needed” presence at home offices in Berwyn, PA, so clients must live within a commutable distance from site. Compensation up to $150,000/ year, based on experience.


    • Provide strategic input and recommendations for the development of the Cisco voice strategy and roadmap.
    • Collaborate with cross-functional teams to design voice solutions that meet business needs and objectives.
    • Act as the primary engineer for implementing solutions, ensuring adherence to industry best practices.
    • Perform system upgrades, enhancements, and migrations smoothly and efficiently.
    • Oversee the configuration, installation, integration, and maintenance of telephony platforms and components to ensure seamless operation and optimal performance.
    • Promptly troubleshoot and resolve voice-related issues to minimize downtime and maintain productivity.
    • Ensure a positive user experience across all voice platforms.
    • Stay abreast of industry trends, emerging technologies, and best practices to continuously improve voice communication systems.
    • Work collaboratively with telecom carriers, vendors, and business units to shape the future direction of voice communication systems.
    • Provide Tier-3 level support for voice-related issues, both with Cisco and non-Cisco Systems.
    • Implement compliance best practices to ensure regulatory requirements are met.


    • Industry certifications such as CCNP Voice and Cisco Unified Communications are highly desirable.
    • Proficient in Cisco CUBE, Cisco voice gateways (PRI, FXO, FXS), and ISR routers.
    • Deep understanding of telephony technologies, protocols, and standards including VoIP, E.164, H.323, QoS, TCP, UDP, RTP, SCCP, MGCP, SIP, PRI, TDM, PBX, ACD, IVR, as well as IM/Presence.
    • Extensive knowledge of Cisco Unified Communications (UC) products including Unified Communications Manager (UCM), Unity Connection, and associated client-side applications.
    • Familiarity with Microsoft Teams calling and direct routing.
    • Experience with VMWare and Cisco UCS servers.
    • Understanding of healthcare systems and call center operations, including knowledge of HIPAA compliance and privacy regulations, is advantageous.
    • Strong problem-solving and troubleshooting skills, with the ability to analyze complex issues and provide effective solutions.
    • Excellent communication and leadership abilities, capable of collaborating and influencing stakeholders at all levels of the organization.
    • Exceptional organizational skills, with the ability to manage multiple priorities and deliver projects within specified deadlines.
    • Minimum of 5 years of experience in providing technical direction for telephony systems and call centers within the healthcare systems domain.
    • Bachelor's degree in Telecommunications, Computer Science, or a related field. A Master's degree is considered a plus.

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