We are looking for a Telecom Engineer to support a healthcare organization in San Diego, California with the administration and optimization of modern voice and communications platforms. This Long-term Contract position focuses on maintaining reliable telephony services, improving user experience, and contributing to critical telecom initiatives across a hybrid environment. The ideal candidate brings hands-on expertise with cloud calling technologies, legacy voice systems, and responsive technical support in a fast-paced setting.
Responsibilities:
- Administer and optimize cloud telephony platforms, with primary responsibility for Genesys Cloud and Cisco Webex Calling environments.
- Support site-by-site voice platform rollouts as part of the migration from Mitel to Cisco Webex, ensuring minimal disruption to business operations.
- Contribute to telecom initiatives such as platform enhancements, technology deployments, and infrastructure modernization efforts.
- Maintain service continuity across both legacy and cloud-based voice systems during transitional periods.
- Investigate and resolve issues involving call queues, routing behavior, outages, and overall telecom performance.
- Provide break/fix support for existing Mitel systems while also supporting newer communication tools in production.
- Manage support tickets end to end, including diagnosis, resolution, root cause review, and recommendations to prevent repeat incidents.
- Administer endpoint management activities using Microsoft Intune to support telecom-related devices and user environments.
- Identify opportunities to streamline support processes, strengthen system reliability, and improve the overall end-user experience.
- Communicate clearly on ticket progress, project updates, and emerging support priorities while delivering high-quality customer service.
- Demonstrated experience in telecommunications support and administration within a complex enterprise environment.
- Hands-on knowledge of VoIP technologies, including configuration, troubleshooting, and performance support.
- Practical experience working with Mitel systems in both operational support and transition scenarios.
- Strong working knowledge of Cisco Webex Calling and Genesys Cloud administration.
- Familiarity with Microsoft Intune for endpoint or device management tasks.
- Proven ability to troubleshoot issues methodically and determine underlying causes rather than only addressing symptoms.
- Ability to manage multiple priorities, take ownership of assigned work, and provide timely status updates.
- Strong communication skills and a customer-focused approach to technical support.