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Senior Telecom Engineer

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Location: Boston, MA

Job Description

Senior Telecom Engineer

We are seeking a talented and motivated Senior Telecom Engineer to join our Telecom team. This role is responsible for planning, designing, implementing, and operating enterprise voice and collaboration platforms across current and future on-premises and cloud environments (PBX, Contact Center, Workforce Management, UCaaS, CCaaS, video, fax/data).

The company is planning a significant modernization of its telephony stack, and the successful candidate will be a key driver of this transformation. You will lead efforts to evolve our legacy voice infrastructure into a resilient, cloud-enabled, and integrated collaboration ecosystem, ensuring scalability, security, and superior user experience.

As the subject matter expert and Tier 3 escalation point, you will support technologies including Avaya, Verint Workforce Management, Mutare Voicemail, Five9, Calero Call Accounting, SIP trunking/PSTN, IVR/call flows, e911, and integrations with business applications. You will drive architecture and standards, deliver projects, ensure resilience and compliance, and partner with carriers and vendors to provide reliable, secure, and high-quality voice services.


Essential Functions and Responsibilities:
Architecture, Design & Standards
  • Own end-to-end voice/UC/CC architecture (on-prem PBX and Contact Center, future UCaaS/CCaaS) including dial plans, call routing, auto attendants, hunt groups, voicemail, video, and fax.
  • Define, document, and enforce configuration standards, security controls, versioning, and e911 policies across platforms and sites.
  • Lead design reviews for Contact Center solutions including IVR, Studio/scripting, call flows, workforce engagement/recording, and quality management.
  • Engineer resiliency (e.g., survivable branch/remote telephony, SBC high availability, QoS/VLAN design) and perform capacity planning.
Implementation, Operations & Tier 3 Support
  • Execute installations, upgrades, migrations, MACD, and integrations; maintain patches, backups, DR runbooks, and platform hygiene.
  • Provide Tier 3 diagnostics and resolution for complex voice, video, and collaboration incidents (SIP, signaling/media, QoS, SBC, gateway).
  • Administer and optimize PSTN/SIP trunking, number administration/porting, carrier services, and policies.
  • Monitor and troubleshoot using CDR/call tracing and network monitoring tools (Wireshark, SolarWinds, etc.) and vendor consoles.
  • Support and transition legacy platforms (e.g., Avaya CMS,) toward UCaaS/CCaaS; document cutover plans and decommissioning.
Contact Center & Integrations
  • Design and optimize IVR/IVA and call flows (skills, proficiency, queues), routing, self-service, and KPI/experience outcomes.
  • Oversee integration with CRMs, third-party apps, REST APIs, .NET, recording/quality platforms (e.g., Verint), paging, and analytics.
  • Provide program leadership for Five9 or similar platforms, track roadmaps, SLAs, and adoption.
Governance, Documentation & Collaboration
  • Maintain comprehensive runbooks, SOPs, diagrams, and inventories (dial plans, IP schemas, QoS policies).
  • Deliver technical/admin training and knowledge transfer to IT/Telecom teams, service desk, and end users.
  • Partner with Network, Information Security, Service Desk, PMO, and Call Center leadership to ensure secure, scalable, and integrated services.
  • Manage vendors/OEMs/carriers and drive RCA/problem management to prevent recurrence.

Qualifications and Education:
  • Bachelor’s degree in Computer Science, Information Systems, or equivalent experience.
  • 5+ years in enterprise voice infrastructure, UC/CC architecture, and voice systems administration/operations.
  • Demonstrated breadth across UC/CC domains: UC, CC, SIP, dial plans, CDR/call tracing.
  • Strong experience with Avaya (Communication Manager, System Manager, Session Manager, Aura messaging/conferencing; CMS).
  • CCaaS experience: Five9, NICE, Verint or similar.
  • Hands-on with Teams Phone, Zoom Phone, and/or other UCaaS platforms.
  • Expertise in SIP trunking, carrier services, number porting/administration, PSTN policies.
  • IVR/Studio scripting, call flow design, and functional workflow development.
  • Practical knowledge of REST APIs, .NET for integrations; ability to collaborate with app teams on extensibility.
  • Networking fundamentals for voice: SIP/H.323, RTP, QoS, VLAN tagging, DHCP, DNS, SNMP; LAN/WAN interop.
  • Resiliency concepts (e.g., SRST or equivalent remote survivability), SBCs, and voice gateways.
  • End-user voice services: physical phones, softphones, ATAs, remote worker scenarios; CDR/call reporting.
  • Excellent communication, documentation, stakeholder engagement, and vendor management skills.
  • Experience with security/compliance for UC/CC (E911, audit readiness, call recording retention, privacy).
  • Familiarity with data/voice cabling standards and data center practices (rack layout, power, fiber/copper termination).
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Bryan Volek

Senior IT Recruiter

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Bryan Volek has been with TPA technologies since 2025 and has vast experience as a Senior IT Recruiter based in Philadelphia. With over 7 years of experience in recruiting top IT talent, Bryan considers his role in pairing great candidates with great client opportunities to be the most rewarding part of his job.
Before joining TPA, he was a Senior Technical Recruiter at a mid-sized staffing firm.

He attended and graduated from PennWest University with a degree in Business Management.

Stephen Hall

Senior IT Recruiter

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Stephen Hall has been with TPA technologies since 2025 and is an experienced Senior IT Recruiter based out of the Boston area. With 15 years of experience in Engineering, IT, and Healthcare recruiting, he is passionate about connecting candidates and clients to find their ideal position and talent.

Before joining TPA, he was an Senior Recruiter at a mid-sized staffing firm in Boston.

He attended Oswego State and graduated with a degree in Sports Management.

Mikayla Rush

Payroll Manager

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Mikayla joined TPA technologies as a Payroll Manager. She is responsible for accounting and managing the company’s payroll processes.

Suzanne Biscotti

VP, Client Strategy

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Suzanne Biscotti is a seasoned IT staffing and business development executive with deep expertise in building long-term partnerships across the banking, financial services, and technology sectors. With a proven track record spanning over two decades, she has led high-performing teams, driven multimillion-dollar revenue growth, and delivered top-tier talent solutions to Fortune 500 clients.

Known for her consultative approach and client-first mindset, Suzanne specializes in aligning enterprise needs with scalable staffing strategies in areas such as infrastructure, cybersecurity, cloud, and emerging technologies. Her strategic insight and collaborative leadership continue to position her as a trusted partner for organizations navigating digital transformation and workforce innovation.

Dan Hinckley

President

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Dan joined TPA in September 2024 as President. He is responsible for building the business processes and consistency TPA offers to its clients and consultants. Dan is focused on the overall success of TPA by applying his core principles of Attitude, Personal Accountability, Perseverance, and Habits. All departments report into Dan and are working toward the overall improvement and growth of the organization. “We have to focus on providing an amazing experience and value to all of our clients and consultants.”

Dan has over 25 years of experience in the staffing industry working across all areas of staffing including technology, biotech, life sciences, finance & accounting as well as general. He has held roles from Director of Finance to CFO as well as EVP and President.

Dan graduated from Assumption University with a BS in Accounting and received his master’s in accounting from Bentley University. Dan is an avid golfer and family man.

Mike Wrightington

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Mike has been with TPA technologies since 2016, as a Practice Lead based out of Boston, MA. Mike is responsible for the development and growth of our Workday Practice specializing in HCM, FIN, Payroll, and Student related projects.

Prior to joining TPA, Mike was in similar roles with several other firms in Boston. Building and maintaining personal relationships with my network is my favorite part of my job.

Michael Blecher

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Michael’s journey with TPA began in March 2006. As the current Director of Operations, he plays a crucial role in supporting both the Sales and Delivery teams. His enthusiasm for his team’s growth and success is a testament to his dedication and leadership qualities. Before joining TPA, Michael laid the foundations of his career at a large technology staffing firm, where he honed his skills in dual roles as a Recruiter and Sales Executive. This experience was pivotal in developing his knack for nurturing relationships, a skill he regards as paramount to professional success.

Academically, Michael has a solid background with a Bachelor of Science from Northeastern University, followed by a Master of Science from American University.

Olga Kuzmenko

Senior IT Recruiter

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Olga joined TPA in October 2022 as a Sr. IT Recruiter. Armed with a master’s degree from a prestigious Ukrainian university, Olga combines academic prowess with real-world acumen to seamlessly navigate the intricacies of the IT recruitment landscape.

Her journey into IT recruitment began in 2006, and from the outset, Olga demonstrated a natural flair for connecting the right talent with the right opportunities. Over the years, she evolved within the industry, progressing from a dedicated recruiter to a department manager. She thrives on creating win-win scenarios, ensuring that both clients and candidates find the perfect match.

Mary Haynes

Senior Recruiter

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Mary has been with TPA as a senior recruiter since 2023 and has over 7 years of recruiting and account management experience. She specializes in software engineers ranging from Staff to Principal-level across all languages and has a proven track record with the ability to scale engineering and leadership teams for fast-paced, fast growing companies.

She loves working for TPA because our boutique approach really allows us to partner with our clients and provide the best resources for their teams.

Naveen Soomro

Senior IT Recruiter

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Naveen Soomro has been with TPA Technologies since 2013 and is an experienced Senior IT Recruiter based out of the Dallas/Fort Worth area. She is passionate about coming up with strategies in improving recruiting processes and screening candidates.

Before joining TPA, she was an IT Recruiter at at large staffing firm in North Carolina.

She attended Baylor University and studied Management Information Systems.

Olivia Joseph

Onboarding Manager

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Olivia joined TPA in 2019 and is the Onboarding Manager. She is responsible for all paperwork, background checks, and consultant relations while also working in internal recruiting. She also supports the internal delivery team.

Olivia is a graduate of Stonehill College and spent a year in recruiting. She has been able to grow with TPA in her career and take on many more responsibilities in her role. She loves cultivating strong relationships with clients and consultants while learning more about human resources and the staffing industry.

Suzanne Biscotti

VP, Client Strategy

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Suzanne Biscotti is a seasoned IT staffing and business development executive with deep expertise in building long-term partnerships across the banking, financial services, and technology sectors. With a proven track record spanning over two decades, she has led high-performing teams, driven multimillion-dollar revenue growth, and delivered top-tier talent solutions to Fortune 500 clients.

Known for her consultative approach and client-first mindset, Suzanne specializes in aligning enterprise needs with scalable staffing strategies in areas such as infrastructure, cybersecurity, cloud, and emerging technologies. Her strategic insight and collaborative leadership continue to position her as a trusted partner for organizations navigating digital transformation and workforce innovation.

Joanne Whelan

Accounting Administrative Assistant

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Joanne joined TPA technologies as an Accounting Administrative Assistant. She is responsible for the administrative details for sales, recruiting and IT consultants.

She received her BS in Business Management from Bridgewater State University.

Sam Pendleton

Senior Account Executive

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Sam has been with TPA technologies since 2026 and currently serves as a Senior Account Executive. He focuses on account management, account development, and building strong client relationships, and enjoys the variety that each day brings. Sam works closely with IT executives to help solve internal staffing challenges, whether through contract, full-time, or blended workforce solutions, while also providing valuable market insights to his clients. He enjoys working at TPA because it offers the opportunity to wear many hats and apply his own style and approach to every engagement.

Prior to joining TPA, Sam worked with several boutique firms as well as large national organizations over the past 20 years, gaining extensive experience across the staffing and consulting landscape. Before transitioning into the private sector, Sam served in the British Military for nearly 19 years, where he developed a strong foundation in leadership, discipline, and teamwork before being medically retired.

Julian Walters

National Account Manager

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Julian joined TPA Technologies in November 2023 and is a National Account Manager based out of the Greater Boston Area. He is responsible for developing net new business and managing existing client relationships. He works with organizations nationally, and across all industries, to provide technology talent solutions.

Prior to joining the company, Julian was a Client Solutions Manager at large staffing firm, working in the Technology division. He enjoys creating long lasting relationships that are built on a foundation of trust and mutual respect, which strongly aligns with TPA’s core values and overall vision.

Tim Baker

Recruiting Lead

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Tim has been with TPA technologies since 2014 and is a Recruiting Lead with the company. Tim is involved in both recruiting and account management at TPA and loves that each day at work is different. He enjoys working closely with the candidates to find them their next job opportunity, while also working on the account management side and assisting clients with finding reputable talent. He loves working at TPA as it gives you the opportunity to wear many hats and work with your own style and approach.

Prior to joining TPA, Tim worked as a Recruiter & Account Manager at several local staffing agencies in the Boston market. 

Tim attended Bridgewater State University and graduated with a degree in Communications.

Kathleen Lorina

Accounting & Administration Manager

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Kathleen Lorina started with TPA Technologies 2014 as Payroll Manager. In 2019, she was promoted to the Accounting and Administration Manager for TPA. She oversees all payroll and accounting processes for TPA. She enjoys working with TPA ‘s many diverse clients, employees and consultants.

Will Collins

Enterprise National Account Manager

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Will joined TPA in February of 2014 and is a Enterprise National Account Manager based out of the Greater Boston Area. Will works nationally on building new high level relationships across some of our largest accounts to drive new business.

Prior to joining TPA, Will worked with large staffing firms as a relationship manager for national ERP projects. He enjoys developing relationships with his network to ensure the highest level of delivery and service.

Will is a graduate of Bridgewater State University. Will is also an avid outdoorsman and golfer.

Patrick Bruen

Recruiting Manager

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Patrick has been with TPA technologies since 2010 and is a seasoned Recruiting Manager based out of Massachusetts. He is part of the leadership committee and leads team recruiting strategies and client IT solutions.

Prior to joining TPA, he was an IT Recruiter at a prominent staffing firm out of NYC.

He attended the University of New Hampshire (UNH) and studied Communications Patrick enjoys time on the ocean, sports fishing.

Randy Dominikow

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Randy is the newest addition to TPA Technologies’ specialized talent delivery model. Randy has over 5 years of Salesforce recruiting experience and actively networks with hundreds of top Salesforce talent across the country. He has found his passion in developing personal relationships with his clients and consultants, creating a world class delivery experience throughout the hiring process.

Tony Varano

Chief Financial Officer

Co-Founder TPA technologies 1994 to Present.

After spending over 30 years in the IT services industry and holding positions from sourcer to senior VP,  Tony had a vision to start a firm that combined the qualities he admired of both the large and small agencies he worked for.  TPA technologies was born from best practices that make large firms successful with the family feel and employee centric attitude of smaller firms.  

One of Tony’s favorite sayings echoes that idea, “TPA is big enough to change and small enough to change”. 

Tony is a graduate of Boston College.  

Patrick Cox

Chief Executive Officer

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Co-Founder TPA technologies 1994 to Present.
Patrick has 30 years industry experience from the ground up selling/recruiting IT Consulting Services. He believes “Hire people that fit the Culture of a Company I would want to work for….and Clients/Consultants want to do business with”.
TPA supports Year Up, Pan Mass Challenge, The Jimmy Fund, Salvation Army (and many others). As CEO he ensures the Company embraces a culture of giving back to the community.