The Telecom Systems Engineer will support and enhance the organization’s enterprise voice environment across 55+ sites, focusing on Genesys Cloud, Cisco Webex Calling, and legacy Mitel systems. This role plays a key part in ongoing telecom modernization efforts, including phased migrations from Mitel to Cisco Webex, system upgrades, and new technology rollouts.
Responsibilities include managing cloud-based telephony platforms, ensuring service continuity during transitions, and troubleshooting issues such as call routing failures, queue performance, outages, and system degradation. The engineer will maintain existing Mitel infrastructure while supporting newly deployed solutions, oversee the full lifecycle of support tickets, and perform root-cause analysis with preventative recommendations.
The role also involves endpoint administration using Microsoft Intune, proactive communication with stakeholders, and driving continuous improvement in system performance and user experience....