RCI-RID-Voice​/Telephony Engineer in Waltham, MA; Hybrid

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Waltham, MA

Hybrid :
Attending office and client sites/substations as needed to progress work, expected to be adhoc and infrequent

• The Voice/Telephony Engineer provides expert-level design, integration, and support of enterprise telephony services across both legacy PBX platforms and modern IP-based systems (e.g., Cisco Call manager and Microsoft Teams Voice, VoIP).
• Operating with substantial autonomy, the engineer leads the technical development and lifecycle management of voice infrastructure solutions, ensuring alignment with enterprise architecture and business requirements.
• This role serves as the principal advisor on telephony systems and drives continuous service improvement initiatives in collaboration with internal teams and external vendors.

• Lead the design and evolution of enterprise voice systems, integrating legacy PBX platforms (e.g., Avaya and Nortel) with modern IP-based telephony solutions (e.g., Cisco Call manager) and cloud-based solutions (e.g. MS Teams).
• Develop scalable, resilient, and secure telephony architectures that align with broader enterprise IT strategies.
• Define technical standards and contribute to voice-related architecture roadmaps and governance.

• Oversee deployment, upgrades, and decommissioning of telephony systems, ensuring minimal service disruption and optimal performance.
• Manage migration initiatives from legacy to IP-based platforms, applying structured change and release management practices.
• Define and maintain lifecycle management plans and asset inventories for telephony infrastructure.

• Provide expert-level troubleshooting and resolution of complex voice-related incidents and performance issues.
• Collaborate with network teams to ensure voice traffic quality and reliability, applying QoS and SIP diagnostics.
• Monitor system performance and lead continuous improvement efforts including performance tuning and capacity planning.

• Act as the subject matter expert (SME) for enterprise voice services, advising business and IT stakeholders on capabilities, constraints, and risks.
• Translate business requirements into technical specifications and influence telephony investment decisions.
• Lead vendor engagements, contract reviews, and evaluation of emerging voice technologies.

• Ensure voice systems are compliant with corporate security policies and relevant regulations (e.g., E911, call logging, data protection).
• Develop and maintain detailed technical documentation, diagrams, and SOPs for telephony environments.
• Contributes to the development and enforcement of telephony governance policies, design standards, and operational procedures.