Lead Service Engineer

Overview:
Providence Information Services is seeking a Senior Telecommunications Engineer with strong expertise in Cisco voice migration and deployment. This role focuses on designing, provisioning, and implementing enterprise Cisco VoIP-based telecommunications systems within a large healthcare environment. The ideal candidate will excel in bulk phone provisioning, site design, Cisco Call Handler configuration, and voicemail setup, ensuring smooth migrations and deployments across the organisation.

Key Responsibilities:

• Migration & Deployment Expertise:
• Lead large-scale Cisco phone provisioning projects, including bulk deployments and configuration(BAT).
• Design and implement site-specific telecom solutions, ensuring seamless integration with enterprise standards.
• Configure and optimise Cisco Call Handlers and voicemail systems for new and migrated environments.
• Execute end-to-end migration plans, including cutover strategies, validation, and post-deployment support.
• Telecom Design & Standards:
• Develop and maintain telecom standards, procedures, and performance requirements for enterprise environments.
• Ensure compliance with regulatory and security requirements during migrations and deployments.
• Troubleshooting & Support:
• Perform advanced troubleshooting for voice infrastructure issues during and after migrations.
• Collaborate with cross-functional teams to resolve complex technical challenges quickly.
• Documentation & Process Improvement:
• Create detailed documentation for provisioning, migration workflows, and configuration standards.
• Identify opportunities for automation and process optimisation in deployment activities.
• Collaboration & Customer Service:
• Partner with business leaders and stakeholders to align migration strategies with organisational goals.
• Provide exceptional customer service and maintain a professional, collaborative approach.
• Monitoring and Optimization:
• Spearhead monitoring, diagnosing, and optimizing network systems.
• Prepare detailed management documentation outlining root causes, performance issues, and resolution strategies.
• Change Control & Incident and Request Management:
• Ensure adherence to change management policies for thorough documentation and compliance.
• Maintain alignment with organizational requirements for incident management, including SLA and SLT compliance.

Required Qualifications:

• Experience:
• Minimum 7+ years supporting enterprise Cisco voice platforms.
• Proven track record in large-scale migrations and deployments of Cisco VoIP systems is a must
• Technical Skills:
• Expertise in Cisco platforms: CUCM, Unity, CUBE, Emergency Responder.
• Strong knowledge of bulk provisioning tools, RTMT, and troubleshooting critical CUCM services.
• Familiarity with Cisco Call Handlers, voicemail configuration, and dial plan design.
• Experience with Oracle SBCs, MS Teams Direct Routing, Avaya, Genesys will be an added advantage.
• Certifications:
• Cisco certifications such as CCNP Collaboration or equivalent preferred.
• Soft Skills:
• Excellent communication and documentation skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong problem-solving and critical thinking abilities.