IS Telecom Engineering Manager

Job Summary

We are seeking a highly skilled and experienced IS Telecom Engineering Manager to serve as the enterprise architect and platform owner for a complex, multi-cluster Cisco Unified Communications, C1CX-managed voice services, and Genesys CX Cloud ecosystem, including AI-enabled voice and customer experience capabilities, within a regulated healthcare environment.

This role is accountable for end-to-end architecture, adaptive 1–3-year roadmap development, AI enablement, and operational excellence across voice and contact center platforms that support mission-critical clinical and operational workflows. The position combines deep hands-on technical expertise, strategic architectural planning, applied AI leadership, and people leadership across onshore and offshore engineering teams.

Key Responsibilities

Enterprise Architecture, Roadmap & AI Strategy

• Own the end-to-end enterprise architecture for Cisco UC, C1CX voice services, and Genesys CX Cloud, including current-state, transition-state, and future-state designs.
• Develop and maintain an adaptive 1–3-year ggggtechnology roadmap, explicitly incorporating:
  • AI-driven CX capabilities (e.g., intelligent routing, virtual agents, speech analytics)
  • Cloud and platform modernization
  • Cisco and Genesys lifecycle management
  • PSTN, SIP, and carrier evolution with C1CX
  • Technical debt reduction and resiliency improvements
• Evaluate and integrate emerging AI technologies from Cisco, Genesys, and ecosystem partners, balancing innovation with healthcare compliance and operational readiness.
• Define reference architectures and guardrails for the safe, secure adoption of AI within voice and contact center platforms.

Unified Communications & Voice Architecture

• Serve as the principal technical authority for a multi-cluster Cisco Collaboration environment, including CUCM, Unity Connection (CUC), Emergency Responder (CER), IM & Presence (IMP), and SME, supporting thousands of endpoints.
• Provide architectural oversight for C1CX-managed voice, SIP, SBC, and carrier services, including AI-assisted call routing and analytics capabilities where applicable.
• Design and enforce enterprise dial plans, call routing strategies, SIP normalization, survivability models, and AI-enabled traffic optimization.
• Ensure UC architectures meet clinical uptime, resiliency, and life-safety requirements.

Contact Center, CX & AI Enablement

• Act as the architectural lead for enterprise contact center platforms, including:
  • Cisco Unified Contact Center Enterprise (UCCE)
  • Genesys CX Cloud (Genesys Cloud CX) with AI-powered voice, digital, and routing services
• Lead the design and implementation of AI-enabled CX capabilities, such as:
  • Virtual agents and conversational AI
  • Predictive and skills-based routing
  • Speech-to-text, sentiment analysis, and interaction analytics
  • Agent assist and real-time guidance
• Define coexistence, migration, and decommissioning strategies between Cisco and Genesys platforms, leveraging AI to improve customer and clinician experiences.
• Partner with CX, clinical, and business leaders to translate experience and efficiency goals into scalable, AI-enabled technical designs.

Security, Compliance & Responsible AI

• Architect solutions that meet HIPAA, PHI, and healthcare regulatory requirements, including encryption, auditability, access controls, and data protection.
• Establish Responsible AI principles for voice and CX platforms, including:
  • Data privacy and PHI protection
  • Model transparency and auditability
  • Human-in-the-loop controls for clinical and patient interactions
• Partner with security, legal, and compliance teams to ensure AI solutions meet ethical, regulatory, and organizational standards

Operations, Automation & AI-Driven Insights

• Lead onshore and offshore engineering and operations teams, establishing clear operating models and accountability.
• Leverage AI-driven analytics and automation to:
  • Improve incident detection and root-cause analysis
  • Reduce MTTR and operational noise
  • Enhance proactive monitoring and capacity planning
• Drive continuous improvement through data-driven insights across UC and CX platforms.
• Ensure AI and automation initiatives are delivered through well-governed execution plans.

People Leadership & Vendor Management

• Provide technical mentorship and architectural coaching, including upskilling teams on AI-enabled platforms and tools.
• Lead performance management, skills development, and succession planning across distributed teams.
• Govern vendor and MSP relationships, including:
  • C1CX service delivery, SLAs, KPIs, and AI-enabled service improvements
  • Cisco, Genesys, and AI technology partners
• Serve as a trusted advisor to executive leadership on AI, CX, and telecom strategy.

Ideal Candidates Will Possess the following:

• Bachelor’s degree in Information Technology, Engineering, or related field (or equivalent experience).
• 10+ years of experience in enterprise Cisco Unified Communications architecture.
• 5+ years of experience designing and supporting Cisco UCCE environments.
• Hands-on experience with Genesys CX Cloud, including AI-powered routing, analytics, and virtual agent capabilities.
• Proven experience integrating AI into voice and contact center platforms in large, regulated environments.
• Strong expertise in SIP, H.323, MGCP, dial plan and call routing architecture, SBC/PSTN integrations, and high-availability design.
• Experience leading onshore/offshore engineering teams in a 24x7 operational model.
• Demonstrated ability to translate business and clinical needs into adaptive, AI-enabled 1–3 year roadmaps.

Preferred Experience

• Cisco Collaboration certifications (CCNP / CCIE).
• Genesys Cloud CX certifications (including AI-focused credentials where available).
• Experience with AI platforms and services embedded in Cisco, Genesys, or cloud ecosystems.
• Experience with Webex Calling and Microsoft Teams Direct Routing.
• Experience integrating workforce optimization, compliance, and analytics platforms (Calabrio, TelStrat).
• Experience operating within managed services and offshore delivery models.

Healthcare-Specific Skills

• Experience architecting and operating UC and CX platforms in hospitals and large healthcare systems.
• Understanding of life-safety communications, emergency routing, paging, and clinical workflows.
• Proven ability to deliver secure, compliant, and resilient AI-enabled communication platforms that directly support patient care and operational efficiency.

Minimum Requirements

• Bachelor's or 4 years of work experience above the minimum qualification
• 5 Years of Experience