Junior Telecommunications Engineer

Xtensys; Town of Ithaca (NY); Hybrid; USD 70,000 - 100,000; Full time

Job summary

Xtensys, a rapidly growing MSP in Upstate New York, seeks a Junior Telecommunications Engineer to design, implement, maintain, and support enterprise voice and cloud contact center systems. The role focuses on Cisco VoIP technologies and AWS Connect infrastructure.

The ideal candidate has hands-on experience with VoIP, SIP, and cloud telephony, with strong troubleshooting skills and a collaborative mindset.

Qualifications

• Bachelor's degree in Telecommunications, Computer Science, or related field (or equivalent experience).
• 13 years of telecommunications, networking, or IT support experience.
• Basic understanding of Cisco Unified Communications or similar VoIP platforms.
• Basic understanding of SIP, RTP, TCP/IP, VLANs, routing, and switching.
• Strong troubleshooting and customer service skills.

Responsibilities

• Assist with administration of Cisco CUCM, Unity Connection, CUBE, and UCCX.
• Support AWS Connect environments and basic configuration changes.
• Troubleshoot phones, voicemail, SIP trunks, dial plans, and contact center issues.
• Assist with voice quality investigations (QoS, latency, jitter, packet loss).
• Maintain documentation and operational procedures.
• Collaborate with network, cloud, and security teams.
• Participate in oncall support and maintenance windows.
• Escalate complex issues appropriately.

Skills

Telecommunications experience

Networking

IT support

VoIP basics

Education

Bachelor’s degree in Telecommunications

Tools

Cisco CUCM

Unity Connection

CUBE

UCCX

AWS Connect

Job description

Who We Are Xtensys is a rapidly growing managed service provider delivering innovative technology solutions to health systems, beginning in New York and expanding nationwide. Owned by two industry leaders with a strong focus on advancing rural and community healthcare, Xtensys is executing several major initiatives and scaling quickly. With a team of more than 500 professionals, we are building a people-centered culture rooted in collaboration, innovation, and strategic thinking.

Who We Are Xtensys is a rapidly growing managed service provider delivering innovative technology solutions to health systems, beginning in New York and expanding nationwide. Owned by two industry leaders with a strong focus on advancing rural and community healthcare, Xtensys is executing several major initiatives and scaling quickly. With a team of more than 500 professionals, we are building a people-centered culture rooted in collaboration, innovation, and strategic thinking.

We are looking for an experienced Junior Telecommunications Engineer, who thrives in complex environments and takes ownership of designing, implementing, maintaining, and supporting enterprise voice and cloud-based contact center systems.

Work Arrangement: This is a Hybrid role; therefore, candidates must reside in the Upstate New York region to support on-site business needs, participate in an on-call rotation, respond to critical incidents, and attend occasional after-hours maintenance windows.

Why Join Us?

• MissionDriven Work: You are the "bridge" ensuring technology serves health systems and their patients when they need it most.
• Autonomy & Ownership: We trust you. You’ll lead projects, define success, and manage complexities with total support.
• A Culture of Innovation: Have a fresh perspective? We want it. We encourage risktaking and continuous improvement.
• Continuous Growth: We fuel your "restless curiosity" with opportunities to expand your skillset and mentor others.

The Role:

Your Mission: This role focuses on Cisco VoIP technologies and AWS Connect infrastructure. The ideal candidate has hands-on experience with VoIP systems, SIP protocols, and cloud telephony, with strong troubleshooting and operational skills.

What You’ll Do Day-to-Day:

• Assist with administration of Cisco CUCM, Unity Connection, CUBE, and UCCX.
• Support AWS Connect environments and basic configuration changes.
• Troubleshoot phones, voicemail, SIP trunks, dial plans, and contact center issues.
• Assist with voice quality investigations (QoS, latency, jitter, packet loss).
• Maintain documentation and operational procedures.
• Collaborate with network, cloud, and security teams.
• Participate in oncall support and maintenance windows.
• Escalate complex issues appropriately.

Who You Are & What You’ll Bring

• 13 years of telecommunications, networking, or IT support experience.
• Basic understanding of Cisco Unified Communications or similar VoIP platforms.
• Basic understanding of SIP, RTP, TCP/IP, VLANs, routing, and switching.
• Strong troubleshooting and customer service skills.

Preferred Qualifications:

• Exposure to Cisco CUCM, Unity Connection, CUBE, or UCCX.
• Exposure to AWS Connect.
• ServiceNow experience.
• CCNA or AWS Cloud Practitioner certification (or actively pursuing).

Education/Certifications: Bachelor’s degree in Telecommunications, Computer Science, or related field (or equivalent experience) is required.

Technical Savvy: Experience with VoIP Systems Administration, Cisco Unified, Communications, AWS Connect Infrastructure, SIP & Voice Protocols, Network Troubleshooting, Contact Center Support, Documentation & Communication

Communication: Strong ability to communicate complex network concepts and issues clearly to both technical and non-technical audiences, ensuring alignment, transparency, and timely decision making.

Travel Requirements: up to 25% travel as needed for onsite support

Physical Readiness: Capability for sedentary work, including sitting for long periods and occasionally exerting up to 10 pounds of force.