Junior Telecom Specialist (T-Metrics CCaaS) - OSDSS - Remote

ITC Federal, Inc.•,

6d•Remote

About The Position

ITC Federal is seeking a Journeyman Telecommunications Engineering Specialist to support the DHS ICE OSDSS program. The role focuses on daily operational support, troubleshooting, and problem tracking for the T-Metrics Contact Center as a Service (CCaaS) platform. The specialist will work with telecom engineers, system administrators, vendors, internal IT teams, and program stakeholders to maintain reliable contact center operations and resolve telecom and CCaaS incidents in a timely manner. The position requires experience supporting enterprise telecommunications systems, VoIP environments, and contact center platforms, along with strong troubleshooting and problem-management skills. It is primarily remote and performed in a home office or another remote workspace. The employee must maintain a reliable internet connection and a professional environment suitable for virtual collaboration. The candidate must obtain a DHS Public Trust clearance, which typically takes 4 to 6 or more weeks to process; the clearance must be fully granted before starting on the program.

Requirements

Experience supporting enterprise telecommunications or contact center systems.
Experience troubleshooting VoIP, CCaaS, or unified communications platforms.
Familiarity with incident management and problem tracking processes.
Strong analytical and troubleshooting skills in telecommunications environments.
Ability to clearly document issues, resolutions, and operational procedures.
Strong written and verbal communication skills.
Experience working within enterprise IT operations or service delivery environments.
Proficiency with Microsoft Office tools, including Word, Excel, and Outlook.

Nice To Haves

Experience supporting T-Metrics contact center solutions or CCaaS platforms.
Familiarity with ServiceNow or other IT service management or ticketing systems.
Experience supporting federal government IT programs.
Knowledge of VoIP technologies, call routing, SIP, and contact center infrastructure.
Telecommunications or networking certifications.

Responsibilities

Provide daily operational support and troubleshooting for the T-Metrics CCaaS platform supporting ICE contact center operations.
Monitor system performance and investigate telecommunications and contact center service issues.
Track, document, and manage telecom incidents, service requests, and problem tickets through the established ticketing system.
Perform root cause analysis and troubleshoot voice, contact center, and CCaaS-related issues.
Coordinate with vendors, telecom engineers, and internal IT teams to resolve system outages and service disruptions.
Assist with system configuration updates, call routing adjustments, and feature administration within the CCaaS platform.
Maintain accurate documentation of troubleshooting steps, system changes, and operational procedures.
Support telecom monitoring tools and reporting capabilities to identify trends and potential service improvements.
Ensure compliance with change management procedures, security policies, and operational standards.
Collaborate with stakeholders to improve contact center reliability, performance, and service delivery.
Assist with testing and validation of telecom system updates, patches, and upgrades when required.