The Telecommunications Systems Engineer is a hands‑on technical specialist responsible for the daily operation, optimization, and reliability of enterprise voice and contact center platforms. This role emphasizes system configuration, call quality assurance, incident response, and lifecycle support across on‑prem and cloud telephony environments. Core responsibilities include telephony operations and lifecycle management (Cisco Call Manager, Unity Connection, UCCX, CUBE, Genesys Cloud); call quality monitoring and advanced troubleshooting (Wireshark, RTMT, QoS metrics, SIP analysis); system design and configuration (dial plans, call routing, contact center flows, redundancy); incident response and root cause analysis; vendor and carrier coordination; accurate documentation and change management; and participation in after‑hours on‑call support.

Key Accountabilities

1. Defines, implements and manages operating system policies and procedures, and leads systems planning.
2. Compiles and analyzes system operations and makes recommendations for greater efficiency.
3. Formulates/defines specifications for complex operating software.
4.



Designs and implements customization of system environment to meet client needs and improve the overall performance of the system.
5. Works with system vendors to identify and correct hardware and software problems of the highest level.
6. Ensures integrity, accuracy, access, and security of all system hardware and operating system.
7. Serves as a key contributor in the creation and design of the disaster recovery plan.

Qualifications

- Bachelor’s degree in computer science
- Five years of experience in information technology
- Three years of experience in infrastructure disciplines
- Advanced knowledge of desktop, server, and communications equipment operating systems

Physical Demands

- Ability to move freely (standing, stooping, walking, bending, pushing, and pulling) and lift up to a maximum of fifty (50) pounds without assistance
- Job classification is not exposed to blood‑borne pathogens (blood or bodily fluids) while performing job duties

Work Environment

- Normally works in climate Controlled office workplace
- Frequent sitting with movement throughout office space
- Use of computers throughout the work day
- Frequent use of keyboard with repetitive motion of hands, wrists, and fingers

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📌 Cisco Telephony Engineer - Onsite Position (Appleton)
🏢 ThedaCare
📍 Appleton