Telecom Engineer

TEKsystems•Greenville, SC

1d•$52 - $69•Remote

About The Position

The Telecom Engineer III is a level role responsible for designing, implementing, and supporting advanced enterprise telephony and contact center solutions across. This position plays a key role in the ongoing migration from legacy platforms (UCCX) to Webex Contact Center and supports large-scale initiatives to modernize communications, including integrations with clinical, IT service, and AI-driven systems. The ideal candidate will possess deep expertise in Cisco collaboration technologies, scripting/flow logic, and end-to-end contact center design, while supporting fast-paced, project-based deployments aligned with organizational priorities. This role directly supports Health’s strategic initiative to modernize communication systems, enhance patient and employee experiences, and introduce AI-driven automation across contact center operations. The Telecom Engineer III is instrumental in delivering scalable, reliable, and innovative telecom solutions aligned with executive priorities.

Requirements

cucm
uccx
Finesse
migration
script
healthcare industry
EPIC Cheers
Contact Center Engineering & Migration
Call Flow Design & Scripting
Telephony & Collaboration Systems Support
System Integration & Innovation

Nice To Haves

Expert Level

Responsibilities

Contribute to a portfolio of 24+ active and upcoming telecom projects, executing deliverables within defined sprint timelines.
Build and maintain call flows, user configurations, and routing logic as part of iterative deployments.
Identify opportunities to improve efficiency, standardization, and scalability across telecom systems.
Document solutions, workflows, and troubleshooting steps for operational consistency and knowledge transfer.
Lead and support the migration of legacy UCCX environments to Webex Contact Center, ensuring seamless transition and minimal disruption to clinical and business operations.
Participate in a multi-phase deployment effort covering 25+ teams, with ongoing project waves executed in 2-week run cycles through May 2027.
Configure, deploy, and maintain contact center flows, routing logic, and user configurations within Webex Contact Center.
Support go-live activities, troubleshooting issues, and validating successful implementation of new contact center features.
Interpret and analyze existing Finesse scripts to design and build efficient call flows and automation processes.
Develop and modify auto-attendant scripts, IVR workflows, and advanced routing logic for departments such as Help Desk and HR.
Apply scripting knowledge to troubleshoot call routing, user experience issues, and system performance challenges.
Support complex workflows, particularly for high-impact departments (e.g., Help Desk go-live initiatives).
Administer and troubleshoot Cisco Unified Communications Manager (CUCM), including call routing, dial plans, and internal call flows.
Resolve telephony-related incidents, ensuring reliable performance of enterprise voice services.
Provide ongoing support for Cisco Finesse, Webex Contact Center, and integrated collaboration tools.
Monitor system performance and proactively address service issues.
Support the integration of contact center platforms with enterprise systems such as: ServiceNow and EPIC Cheers (patient engagement platform).
Collaborate on initiatives involving AI-driven solutions, including Cisco AI Agent technologies and chatbot integration into the contact center.
Assist leadership initiatives focused on expanding automation, self-service capabilities, and digital transformation for patients.