Sr. Telephony and Unified Communications Architect (REMOTE)

Job ID
Information Technology


Analyzes/recommends Interactive Intelligence voice telecommunications solutions to solve end-user business problems, plans/implements installation of PBX voice telecommunications technology and maintains/supports existing PBX voice telecommunications services/equipment at company sites.  Recommends new advanced voice telecommunications solutions to enhance cost optimization/productivity and participates in the formulation of strategies/standards for voice telecommunication technology to be implemented at the field level.  Provides support for quick resolution of complex voice communications service outages. Works under general supervision.


  • Analyzes/prepares detailed proposals for voice telecommunications technology for management's approval using the personal computer and other electronic transmission facilities.
  • Determines end-user's voice communications requirements and business operational needs, researches available technology solutions and recommends telecommunications solutions to support complex business problems.
  • Coordinates the ordering/installation of telephone voice/facsimile circuits and 800 number services for assigned field locations in the most cost effective manner. Coordinates telephone equipment changes including additions, deletions and moving of equipment.
  • Develops, plans and implements project work plans, arranges for necessary resources, monitors progress and resolves problems to ensure that deadlines are met.
  • Develops service outage and recovery strategies to provide field locations with detailed troubleshooting processes, escalation procedures and status notification in conjunction with Manager - Voice Services. Evaluates process and makes recommendations for improvement as necessary.
  • Works with management to formulate and continually modify, as needed, long-term voice telecommunications strategies/standards.
  • Provides back-up customer support to large company field locations. Troubleshoots/resolves complex voice communications problems.  Works with communications vendors to isolate the cause of a communications outage and to restore service in a timely manner.  Provides regular status updates to necessary site contacts/management on service restoration process/timeline.
  • Maintains detailed asset records of telecommunications equipment/services provided by vendors to assigned locations.
  • Evaluates new voice communications technologies and analyzes the feasibility of proposed new applications using this technology.
  • Evaluates user training needs and recommends training programs. Provides hands-on training to users and, as assigned, conducts classroom training.
  • Adheres to and participates in Company’s mandatory HIPAA privacy program / practices and Business Ethics and Compliance programs / practices.



  • Associate's Degree in a telecommunications-related discipline or the equivalent plus a minimum of 5 years corporate telecommunications experience generally required. 
  • Thorough knowledge of telecommunications technologies including voice networking and troubleshooting/problem resolution technologies required.  
  • Must have Interactive Intelligence voice experience (2016 or higher preferred), Skype/Lync telephony experience and experience integrating various SIP-based systems.
  • General knowledge of asset management databases, vendor liaison and network capacity planning required. 
  • Effective organization, project management and oral/written communication skills also required.

*Must be within commutable driving distance to one of these CareCentrix offices: Stamford, CT, Hartford, CT, Overland Park, KS or Phoenix, AZ.


CareCentrix maintains a drug-free workplace in accordance with Florida’s Drug Free Workplace Law.


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