Lead Service Engineer

Overview:
Providence Information Services is seeking aSenior Telecommunications Engineer to design and support an enterprise Cisco VOIP Based telecommunications systems. The candidate should have strong expertise in Cisco voice migrations, deployment & supporting voice infrastructure. The candidate will be part of a team of Voice engineers responsible for all telecom designs and standards implemented across Providence. They will ensure the efficient and reliable operation of all telecom infrastructure and services while providing technical support and guidance to customers and other stakeholders. The position requires a strong technical background, including expertise in both legacy TDM and Cisco VoIP-based telecommunications technologies in a large enterprise environment. Success in the role requires Deisgn thinking, ability to interpret complex issues,interpersonal communication, problem-solving, and critical thinking skills. It is also important the candidate possess the ability to work independently and as part of a team.

Key Responsibilities:

• 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.
• Migration & Deployment Expertise:
  • Lead large-scaleCisco phone provisioningprojects, includingbulk deploymentsand configuration(BAT).
  • Design and implementsite-specific telecom solutions, ensuring seamless integration with enterprise standards.
  • Configure and optimiseCisco Call Handlersandvoicemail systemsfor new and migrated environments.
  • Execute end-to-end migration plans, including cutover strategies, validation, and post-deployment support.
• 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.

• Automation & Continuous Improvement

  • Demonstrate an automation-first mindset by identifying opportunities to simplify, standardise, and streamline telecom provisioning, migration, and operational processes.
  • Leverage available tools, platforms, and emerging technologies to improve efficiency, reduce manual effort, and minimise operational risk
  • Continuously evaluate workflows and recommend innovative approaches that enhance service quality, deployment speed, and operational excellence.

Required Qualifications:

• Experience:
  • Minimum7+ yearssupporting enterprise Cisco voice platforms.
  • Proven track record inlarge-scale migrations and deploymentsof Cisco VoIP systemsis a must
• Technical Skills:
  • Expertise in Cisco platforms:CUCM, Unity, CUBE, Emergency Responder.
  • Strong knowledge ofbulk provisioning tools,RTMT, and troubleshooting critical CUCM services.
  • Familiarity withCisco 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 asCCNP Collaborationor 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.