Enterprise Telecom Engineer

LUX Infusion

1d•$120,000 - $131,000•Remote

About The Position

LUX Infusion is seeking an experienced Enterprise Telecom Engineer to design, support, and optimize its enterprise voice, contact center, and telecommunications infrastructure. This full-time remote role supports reliable communications for clinicians, patients, business teams, and partners in a growing healthcare organization. The engineer works across telecommunications, networking, cloud communications, and contact center technologies, owning technical issues from initial report through root-cause analysis and resolution. The position includes engineering and administering enterprise telephony and contact center environments, supporting Content Guru or comparable CCaaS/UCaaS platforms, configuring and troubleshooting SIP-based services and voice infrastructure, and supporting carrier migrations, cutovers, and number-porting initiatives. The engineer also troubleshoots network connectivity and voice quality, collaborates with Network and Security teams and external vendors, contributes to communications architecture and technical standards, and leads complex incident response. The role involves regular virtual collaboration with IT, Security, Infrastructure, Applications, Service Desk, business teams, carriers, and technology vendors. Occasional travel may be required for deployments, acquisitions, migrations, or major infrastructure initiatives. Flexible or after-hours availability may occasionally be needed for critical incidents and planned cutovers. The position may occasionally involve moving or installing telecommunications or network equipment. The listed pay range is $120,000–$131,000 USD.

Requirements

At least 5 years of experience in enterprise telecommunications, networking, unified communications, contact center technology, or related infrastructure engineering.
Demonstrated experience supporting enterprise VoIP and SIP-based telecommunications.
Experience with Content Guru or a comparable enterprise CCaaS/UCaaS platform.
Strong knowledge of SIP, RTP/SRTP, SBCs, SIP trunking, call routing, dial plans, DID management, and number porting.
Strong enterprise networking knowledge, including TCP/IP, VLANs, routing and switching, DNS, DHCP, NAT, firewalls, VPN technologies, and QoS.
Ability to troubleshoot complex telecommunications and voice-quality issues across multiple infrastructure layers.
Experience working with carriers, ISPs, telecommunications vendors, and technology partners.
Strong root-cause analysis, technical documentation, and communication skills.
Ability to independently own complex infrastructure issues while collaborating across IT teams.
Advanced proficiency with enterprise networking, SIP/VoIP, SBCs, packet analysis, network monitoring, and CCaaS/UCaaS administration.
Ability to quickly learn and remain proficient in the systems and platforms required for the role.
Ability to occasionally travel for telecommunications deployments, acquisitions, migrations, or major infrastructure initiatives.
Flexible or after-hours availability may occasionally be required for critical incidents and planned telecommunications cutovers.
May occasionally be required to move or install telecommunications or network equipment weighing up to approximately 50 pounds.
May occasionally need to stand, walk, or sit; handle objects, tools, or controls; reach; climb stairs; balance; stoop, kneel, crouch, or crawl; talk or hear; and lift or move up to 25 pounds.
Required vision abilities include close, distance, color, and peripheral vision, depth perception, and the ability to adjust focus.
Ability to comply with LUX Infusion’s legal, ethical, and compliance policies and standards.

Nice To Haves

Hands-on administration or engineering experience with Content Guru.
Experience with Genesys Cloud CX, NICE CXone, Five9, Cisco Webex Contact Center, or RingCentral.
Experience with enterprise SBC platforms.
Cisco or comparable routing and switching experience.
Experience with SD-WAN and Microsoft Teams telephony.
Experience supporting geographically distributed, multi-site organizations.
Experience with carrier migrations, large-scale number-porting projects, and telecommunications cutovers.
Familiarity with E911 technologies and requirements.
Previous healthcare IT experience, particularly in environments with heightened privacy, security, and availability requirements.
Experience supporting technology integrations related to mergers and acquisitions.
Cisco CCNA or CCNP Enterprise certification.
CompTIA Network+ certification.
Relevant Content Guru, CCaaS, or UCaaS vendor certifications.
ITIL Foundation certification.

Responsibilities

Engineer, administer, maintain, and support enterprise telephony and contact center environments.
Support and administer Content Guru or comparable enterprise CCaaS/UCaaS platforms, including users, endpoints, queues, routing, call flows, and telecommunications connectivity.
Configure and troubleshoot SIP trunks and signaling, RTP/SRTP media flows, SBCs, dial plans, IVR, automated call flows, queues, DIDs, toll-free services, and enterprise voice endpoints.
Support carrier migrations, technology conversions, platform consolidations, major cutovers, and number-porting initiatives.
Maintain telecommunications inventories, numbering plans, routing configurations, technical standards, and diagrams.
Provide technical leadership during telecommunications outages and service-impacting events.
Support and troubleshoot LAN, WAN, internet, wireless, VPN, and cloud connectivity associated with voice and contact center services.
Diagnose network issues involving TCP/IP, VLANs, routing and switching, DNS, DHCP, NAT, firewalls, ACLs, VPNs, and QoS.
Identify and resolve latency, jitter, packet loss, bandwidth, routing, and QoS issues affecting voice quality.
Analyze packet captures, SIP traces, monitoring telemetry, and vendor diagnostics.
Partner with Network and Security teams on firewall policies, segmentation, SBC integration, connectivity, and secure communications architecture.
Validate network readiness for new locations, acquisitions, relocations, and telecommunications deployments.
Serve as a primary technical resource for Content Guru and troubleshoot issues across the platform, SIP services, carriers, SBCs, enterprise networks, endpoints, and integrated applications.
Partner with telecommunications carriers, ISPs, and technology vendors to resolve service issues.
Participate in upgrades, configuration changes, deployments, testing, and service improvements.
Evaluate communications architecture for scalability, redundancy, reliability, and operational supportability.
Help develop enterprise voice and communications architecture and establish technical standards for voice networking, routing, QoS, resiliency, monitoring, and deployments.
Identify single points of failure and recommend improvements; evaluate telecommunications technologies, carriers, services, and solutions.
Support capacity planning and technology lifecycle management.
Lead troubleshooting for complex voice and contact center incidents; perform root-cause analysis and document corrective actions, preventive measures, runbooks, and troubleshooting procedures.
Participate in after-hours escalations for critical telecommunications incidents when required.
Communicate during outages, vendor escalations, technical reviews, and cross-functional discussions, translating complex concepts for technical and business audiences.
Create incident summaries, root-cause analyses, technical diagrams, standards, runbooks, carrier documentation, and implementation plans.
Participate annually in required legal and ethical compliance training and follow the organization’s compliance policies, manual, standards, and procedures.
Support the organization’s mission and values through integrity, dedication, compassion, collaboration, quality, accountability, and continuous improvement.
Prioritize competing demands and manage multiple tasks in a fast-paced environment; assist or coordinate assistance to ensure access to services for individuals with disabilities.