Telecom Engineer

Work Environment

This is a 100% remote position, working East Coast hours. Candidates must reside in one of the following approved states:

• Alabama
• Arkansas
• Florida
• Georgia
• Indiana
• Kentucky
• Louisiana
• Maryland (highly qualified candidates only)
• Michigan
• Missouri
• North Carolina
• Ohio
• South Carolina
• Tennessee
• Texas
• Virginia
• West Virginia
• Wisconsin

Role Overview

The Telecom Engineer III is a senior-level role responsible for designing, implementing, and supporting advanced enterprise telephony and contact center solutions. 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.

Key Responsibilities

Project Delivery & Continuous Improvement

• 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.

Contact Center Engineering & Migration

• 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.

Call Flow Design & Scripting

• 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.

Telephony & Collaboration Systems Support

• 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.

System Integration & Innovation

• Support the integration of contact center platforms with enterprise systems such as ServiceNow and EPIC Cheers.
• Collaborate on initiatives involving AI-driven solutions, including Cisco AI Agent technologies and chatbot integration.

Qualifications

• Expert-level experience in Cisco collaboration technologies.
• Proficiency in CUCM, UCCX, and Cisco Finesse (scripting/flow logic).
• Experience with migration projects and end-to-end contact center design.
• Knowledge of healthcare industry systems (e.g., EPIC Cheers) is a plus.

Job Details

• Type: Contract to Hire
• Pay Range: $52.00 - $68.52/hr
• Application Deadline: June 26, 2026

Benefits

If eligible, benefits may include:

• Medical, dental & vision
• 401(k) Retirement Plan
• Life Insurance
• Short and long-term disability
• Health Spending Account (HSA)
• Time Off/Leave (PTO, Vacation or Sick Leave)

About TEKsystems

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500.

Note: We may use Artificial Intelligence (AI) to support parts of our hiring process. By applying, you acknowledge and agree that your application may be reviewed using AI tools.