Telecom Engineer I

The Opportunity:

Anthology offers the largest EdTech ecosystem on a global scale, supporting over 150 million users in 80 countries. Our mission is to provide dynamic, data-informed experiences to the global education community so that learners and educators can achieve their goals.

We believe in the power of a truly diverse and inclusive workforce. As we expand globally, we are committed to making diversity, inclusion, and belonging a foundational part of not only our hiring practices but who we are as a company.

For more information about Anthology and our career opportunities, please visit www.anthology.com.

Anthology brings virtualized support and technology enabled solutions to the world’s most progressive institutions. We provide eLearning, IT Help Desk, and comprehensive Student Lifecycle Management services that improve student engagement and accelerate learning. Our platform gives institutions an efficient, financially sustainable way to deliver services through the enrollment and learning process. Our goal is to build a better education experience for everyone by extending institutional resources to meet the growing demands of learners.

We are seeking a temporary, part-time Telecom Engineer with hands-on experience in Avaya Aura platforms and Proactive Outreach Manager (POM) to support, maintain, and optimize our enterprise voice infrastructure. The engineer will be responsible for administering Avaya environments, performing system upgrades and patches, and managing outbound engagement campaigns through POM. This role is critical to ensuring reliable customer communications and delivering high-quality outbound and blended voice services.

Primary responsibilities will include:

Avaya System Support & Maintenance

• Administer, monitor, and maintain Avaya Aura Communication Manager, Experience Portal, Session Manager, System Manager, and associated voice applications
• Perform regular upgrades, patches, and updates for Avaya systems, ensuring compliance with vendor recommendations and security standards
• Troubleshoot and resolve Tier 2/3 voice and telephony-related incidents, escalating to Avaya support as necessary

Proactive Outreach Manager (POM) Campaigns

• Design, configure, and manage outbound campaigns (voice, SMS, email) through Avaya POM
• Work with business teams to implement customer engagement strategies, call treatment logic, and campaign reporting
• Optimize campaign performance, dialer pacing, and call completion rates
• Monitor campaign execution and provide operational support to ensure SLAs and compliance requirements are met

Telecom Infrastructure & Integration

• Ensure seamless integration between Avaya platforms, CRM systems, and third-party applications
• Collaborate with IT, contact center operations, and business stakeholders to support engagement initiatives
• Maintain SIP trunking, call routing, IVR flows, and voice gateways

Documentation & Reporting

• Maintain accurate technical documentation, configuration records, and change logs
• Generate and analyze system and campaign reports to recommend improvements

The Candidate:

Required skills/qualifications:

• Associate's degree in information systems or computer science or equivalent experience
• At least 2 years of experience in telecommunications support
• Knowledge of a range of VoIP Systems including Avaya
• Ability to communicate technical information to non-technical personnel
• Ability to install, configure, and maintain VoIP Systems and related hardware and software
• Knowledge of VoIP Systems, applications, procedures, and techniques
• Knowledge of SIP trunking and routing
• Ability to identify and resolve Telephony System malfunctions and operational problems
• Ability to troubleshoot circuits, local loops, and drops with vendors
• Ability to provide technical training to end users
• Ability to learn and support new systems and applications
• Strong written and oral communication skills
• Ability to work in a team-oriented environment
• Fluency in written and spoken English

Preferred skills/qualifications:

• Ability to manage multiple job tasks at one time
• Strong attention to detail
• Ability to adapt to change
• Ability to manage stress appropriately
• Ability to build a positive work environment across many sites and influence leaders outside of direct responsibility

The expected hiring range for this opening is $34/hour - $65/hour, depending on experience and budget availability. We use national and industry-specific survey data to assist in determining compensation. Additionally, we consider factors such as external market rate, budget for the role, and the compensation rates of current employees performing the same function. Some roles will have variable pay.

This job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities at any time.

Anthology is an equal employment opportunity/affirmative action employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, gender identity/expression, protected military/veteran status, or any other legally protected factor.