Telecom Engineer

Description

Company is located in Greenville, NC provides trauma, rehabilitation, and outpatient health services to more than 1.4M people in 70 locations across 29 counties. In an average year, about 80,000 inpatient, 460,000 outpatient and 3,000 newborn visits are treated at. The clinical staff includes more than 500 physicians and 1,200 nurses.

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.

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.

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.

Skills

cucm, uccx, Finesse, migration, script, healthcare industry, EPIC Cheers

Top Skills Details

cucm,uccx,Finesse,migration,script

Additional Skills & Qualifications

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.

Support complex workflows, particularly for high-impact departments (e.g., Help Desk go-live initiatives).

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.

Monitor system performance and proactively address service issues.

System Integration & Innovation

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.

Experience Level

Expert Level

This is a Contract to Hire position based out of Greenville, NC.

The pay range for this position is $52.00 - $68.52/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

This is a fully remote position.

This position is anticipated to close on Jun 29, 2026.

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, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems and TEKsystems Global Services

We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.