Telecommunications Engineer Lead

Inova Health is looking for a dedicated Telecommunications Engineer Lead to join the team. This role will be full-time working day-shift Monday – Friday. Hybrid, on-site monthly depending on projects.

Inova is consistently ranked a national healthcare leader in safety, quality and patient experience. We are also proud to be consistently recognized as a top employer in both the D.C. metro area and the nation.

Featured Benefits:

• Committed to Team Member Health: offering medical, dental and vision coverage, and a robust team member wellness program.

• Retirement: Inova matches the first 5% of eligible contributions – starting on your first day.

• Tuition and Student Loan Assistance: offering up to $5,250 per year in education assistance and up to $10,000 for student loans.

• Mental Health Support: offering all Inova team members, their spouses/partners, and their children 25 mental health coaching or therapy sessions, per person, per year, at no cost.

• Work/Life Balance: offering paid time off, paid parental leave.

Telecommunications Engineer Lead Job Responsibilities:

• Oversees and assists team members in assigned functional area, which may include but not limited to, ensuring team is meeting key-deliverables and quality standards, addressing and resolving challenges, managing and tracking performance, and assisting in time management and scheduling; escalates issues to senior leaders as needed.

• Oversees the design, implementation, and support of telecommunications and contact center software solutions to meet business, operational, and customer experience requirements.

• Ensures solutions align with architectural standards, security requirements, and industry best practices.

• Mentors and provides technical guidance to telecommunications and contact center engineers, architects, and project managers.

• Conducts technical reviews and supports training activities to promote skill development and solution quality.

• Promotes a collaborative team culture focused on accountability, service excellence, and continuous improvement.

• Establishes and supports standardized configurations, processes, and solution patterns for telecommunications and contact center platforms.

• Identifies and implements optimization opportunities to improve system performance, scalability, reliability, and user experience.

• Develops, maintains, and enforces standard operating procedures and technical documentation.

• Ensures seamless integration of telecommunications and contact center platforms with enterprise systems and applications.

• Monitors service performance metrics, key performance indicators, and operational health dashboards.

• Leads troubleshooting and resolution of complex technical issues impacting platform performance or service delivery.

• Oversees escalation management for high‑impact or complex service issues affecting customers or patients.

• Analyzes performance data and customer feedback to identify trends and drive service and platform improvements.

• Ensures compliance with organizational policies, regulatory requirements, data privacy standards, and quality assurance practices.
  

Minimum Requirements:

• Education: Bachelor's degree; OR 4 years relevant professional experience in addition to the minimum experience required
• Experience: 10 years of progressive experience supporting telecommunications and/or contact center platforms.
• Certifications: 2 certifications - CCENT, CCNP, ACSS, ACIS, Nortel, Avaya ACSS or equivalent Upon Start