Lead IT Telecom Engineer - Remote | Must Reside in Pacific or Mountain Time 901

"They made it easier for me to live, breathe, eat, and stay clean. Without them, I'd be waiting somewhere, waiting for someone to give me a chance to live..." - Client from Telecare

What You Will Do to Change Lives

The Lead IT Telecom Engineer, under the direction of the Director of Infrastructure and Support, serves as the senior technical owner for enterprise telecommunications, VoIP, and contact center platforms. This role leads solution design, service optimization, vendor coordination, and complex initiatives that support reliable, scalable, and compliant voice and contact center services across the organization. The position requires advanced technical expertise, sound judgment, and strong cross-functional partnership to support 24x7 healthcare operations.

Shifts Available:

Full-Time | AM | Shifts: 8:00 AM - 5:30 PM | Days: Monday - Friday

Expected starting wage range is $101,329.77 - $140,000.00Telecare applies geographic differentials to its pay ranges. The pay range assigned to this role will be based on the geographic location from which the role is performed. Starting pay is commensurate with relevant experience above the minimum requirements.

Essential Functions

• Demonstrate Telecare's mission, purpose, values, and beliefs in daily interactions with internal and external stakeholders.
• Serve as the senior technical lead for the architecture, operational management, and continuous optimization of enterprise telecommunications, VoIP, contact center platforms, call routing, IVR workflows, and voice services.
• Develop executive-level reporting, operational dashboards, tracking tools, and data-driven insights to support service performance, billing accuracy, inventory control, capacity planning, lifecycle management, and stakeholder decision-making.
• Lead vendor evaluations, develop technical specifications, define service requirements, and recommend telecommunications, contact center, carrier, and data network solutions for bids, renewals, and procurement activities.
• Assess enterprise voice, contact center, and network capacity requirements based on regional needs, program growth, service trends, and stakeholder requirements.
• Provide senior technical guidance to users, consultants, technical teams, and vendors in evaluating and selecting appropriate network, telephony, contact center, and hardware solutions.
• Apply advanced knowledge of local and wide area networking, communications systems, VoIP, contact center technologies, and related hardware and software.
• Partner with Regional teams, Program staff, and service providers to plan and implement telecommunications and contact center services, including PBX systems, cloud-based VoIP, carrier services, modems, circuits, and fiber connectivity.
• Maintain senior-level vendor relationships and manage support agreements, maintenance contracts, renewals, service levels, roadmap changes, and vendor accountability for assigned telecommunications and contact center platforms.
• Develop, maintain, and govern procedures for provisioning, asset management, account reconciliation, invoicing, service lifecycle management, and telecom service administration.
• Serve as the senior technical escalation point for complex telecommunications, contact center, carrier, vendor, and service provider issues.
• Lead major lifecycle projects, including deployment, migration, modernization, provisioning, and decommissioning of telecommunications services, contact center platforms, and related hardware.
• Oversee telecom contracts, billing, rate validation, invoicing accuracy, SLA compliance, and vendor performance to ensure operational and contractual obligations are met.
• Develop and maintain the enterprise telecommunications and contact center technology roadmap, aligning platform strategy, modernization initiatives, and service delivery with organizational goals.
• Ensure telecommunications and contact center platforms comply with organizational security standards, HIPAA requirements, regulatory obligations, and audit controls.
• Lead the development, testing, and continuous improvement of telecommunications and contact center disaster recovery, high-availability, and business continuity plans supporting critical healthcare operations.
• Duties and responsibilities may be added, deleted and/or changed at the discretion of management.

Skills

• Strong interpersonal skills.
• Ability to translate complex telecommunications, VoIP, and contact center concepts into clear, actionable information for non-technical stakeholders.
• Excellent organizational, analytical, and administrative skills with strong attention to detail and the ability to manage complex priorities independently.
• Advanced knowledge of contact center reporting metrics, SLA management, telephony traffic monitoring, capacity planning, and operational performance analysis.

What You Bring to the Table (Must Have)

• Seven (7) years of progressively responsible experience designing, managing, provisioning, and optimizing enterprise telecommunications, VoIP, and contact center environments, including service lifecycle management, carrier coordination, and service governance.
• Senior-level experience designing, configuring, and governing enterprise Contact Center platforms, including CCaaS, IVR routing, ACD queues, workforce optimization tools, reporting, and service performance management.
• Advanced knowledge of Mitel VoIP and contact center platforms, including administration, troubleshooting, vendor escalation, and service optimization.
• Demonstrated ability to partner with executives, regional leaders, program stakeholders, and vendors in support of 24x7 healthcare operations.
• Experience supporting telecommunications, VoIP, or contact center services in a HIPAA-regulated healthcare environment.
• Experience working with medical staff to understand and support telephony requirements related to patient care.
• Requires advanced technical knowledge of PC hardware, software, network connectivity, VoIP technologies, and enterprise communications systems.
• Must be at least 18 years of age.
• Must be CPR, First Aid, and CPI certified (hands-on course) on date of employment or prior to providing direct client care and maintain current certification throughout employment.
• All opportunities at Telecare are contingent upon successful completion and receipt of acceptable results of the applicable post-offer physical examination, 2-step PPD test for tuberculosis, acceptable criminal background clearances, excluded party sanctions, and degree or license verification. If the position requires driving, a valid driver's license, a motor vehicle clearance, and proof of auto insurance is required at time of employment and must be maintained throughout employment. Additional regulatory, contractual, or local requirements may apply.

Preferred Qualifications

• Bachelor's degree in information technology, Telecommunications, Computer Science, or related field.
• Relevant certifications such as:
  
  
  
  • Mitel certifications
  • ITIL Foundation
  • CCNP Collaboration
  
  
  
  

What's In It For You*

• Paid Time Off: Eligible employees (20+ hours/week) earn PTO each pay period for vacation and personal needs, with pro-rated accrual for part-time schedules and annual carryover up to set caps.

• Nine Paid Holidays

• Free CEUs, free Supervision for BBS Associate License, coaching, and mentorship

• Online University Tuition Discount and Company Scholarships

• Medical, Vision, Dental Insurance, 401K, Employee Stock Ownership Plan

• For more information visit:https://www.telecarecorp.com/benefits

Join Our Compassionate Team

Telecare's mission is to deliver excellent and effective behavioral health services that engage individuals in recovering their health, hopes, and dreams. Telecare continues to advance cultural diversity, humility, equity, and inclusion at all levels of our organization by hiring mental health peers, BIPOC, LGBTQIA+, veterans, and all belief systems.

EOE AA M/F/V/Disability

*May vary by location and position type

Full Job Description will be provided if selected for an interview.

If job posting references any sign-on bonus internal applicants and applicants employed with Telecare in the previous 12 months would not be eligible.