IS 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. 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 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. Qualifications Preferred * Bachelor's degree in Information Technology, Engineering, or related field (or equivalent experience). * 10+ years of experience in enterprise Cisco Unified Communications architecture. * 5+ years of experience designing and supporting Cisco UCCE environments. * Hands-on experience with Genesys CX Cloud, including voice, digital channels, routing, and SIP integrations. * Proven experience designing enterprise voice and contact center architectures in large, regulated environments. * Strong expertise in SIP, H.323, MGCP, dial plan and call routing architecture, SBC/PSTN integrations, and high-availability design. * Experience leading onshore/offshore engineering teams in a 24x7 operational model. * Demonstrated ability to translate business and clinical requirements into adaptive, short- and mid-term technical roadmaps. * Cisco Collaboration certifications (CCNP / CCIE). * Genesys Cloud CX certifications. * Experience with Webex Calling and Microsoft Teams Direct Routing. * Experience integrating workforce optimization and compliance platforms (Calabrio, TelStrat). * Experience operating within managed services and offshore delivery models. Healthcare-Specific Skills * Experience architecting and operating UC and CX platforms in hospitals and large healthcare systems. * Understanding of life-safety communications, emergency routing, paging, and clinical workflows. * Proven ability to deliver high-availability, compliant, and resilient communication platforms that directly support patient care. Required * EDUCATION - Bachelor's or 4 years of work experience above the minimum qualification * EXPERIENCE - 10 Years of Experience

Created: 2026-04-02