The Telecom Engineer II is responsible for providing advanced technical and operational support around Telecommunications and Contact Center environment. Daily responsibilities include customer interaction, design, documentation, system admin, report analysis, implementation and troubleshooting of the infrastructure and integrations. Primary/Essential Duties and Key Responsibilities: Monitoring telephony platforms to capture telecom infrastructures health and performance to insure network stability. Provides hands-on assistance and troubleshoots telephony failures and service issues for Ultimate Software employees. Coordinates third-party maintenance for telecom hardware, software, and telecommunications services. Assists with defining global strategy for voice technologies including Cloud Telephony, VOIP, call center solutions, call distribution, public/private access methods, communication protocols and standards. Prepares and maintains telecom infrastructure documentation of topology, device/system configurations and dial plan. Performs the decom of legacy telecommunications infrastructure. Maintain and update voice portals for carriers including call routes for DIDs, and Toll-Free Numbers. Required Qualifications: 2-3 years' experience with telecommunications network design, architecture, and support. Must have hands-on telephony experience in support of enterprise PBX systems with the ability to troubleshoot, analyze and remediate common issues including support of SBC’s, SIP, VoIP telephones, etc. Considerable knowledge and experience working with SIP/RTP/WebRTC protocols Considerable experience with Contact Centers (on-prem and cloud-based), including Salesforce CRM, ServiceNow, WFM/WFO, Display Boards and reporting tools. Ability to participate on a On-Call rotation Experience with formal change management Knowledge of wire shark or similar products required Understanding of Agile methodologies, such and Kanban or SCRUM (Experience, Education, Certification, License and Training) Bachelor's Degree in IT Related program or relevant experience Previous experience supporting call center environments required Previous experience inspecting network traffic from a voice perspective a plus Preferred Qualifications: RingCentral and NICE inContact product experience and/or relevant experience in key competitor offerings are preferred. Demonstrated ability to implement, drive and track projects. Experience in IVR/Speech Recognition, Scripting, Self-Service, Call Routing, Workforce Management, Call Recording is a plus. It is the policy of Ultimate Software to promote and assure equal employment opportunity for all current and prospective Peeps without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status entitled to protection under federal, state, or local anti-discrimination laws. This policy governs all matters related to recruitment, advertising, and initial selection of employment. It shall also apply to all other aspects of employment, including, but not limited to, compensation, promotion, demotion, transfer, lay-offs, terminations, leave of absence, and training opportunities.