IS Telecom Engineering Manager

Job Description

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 platf