Telecom and Communications Engineer

Adobe•Waltham, MA

About The Position

You will be a key contributor within Adobe’s Real Time Collaboration team. You will help build and scale the future of enterprise voice and communications for a globally distributed workforce. This role goes beyond traditional telecom operations—focusing on cloud‑based platforms, automation, resiliency, and continuous modernization of Adobe’s communication ecosystem. You will influence architecture decisions, partner with multi‑functional teams, and help define how voice and communication services evolve to meet the needs of a growing, evolving and global business.

Requirements

5+ years of experience supporting enterprise voice/telecom systems at scale.
Hands‑on experience with Microsoft Phone System is strongly preferred.
Prior PBX experience (Cisco CUCM or similar) valued as a foundation, with a clear focus on cloud migration and transformation.
Working understanding of real-time communication protocols (SIP, RTP, SRTP), network fundamentals (TCP/IP, TLS, QoS).

Responsibilities

Design and evolve a global Microsoft Phone environment using Direct Routing (virtual and physical SBCs) and Operator Connect, with an emphasis on scalability, resiliency, and operational efficiency.
Drive modernization efforts, including migration from on‑prem PBX platforms (Cisco CUCM) to cloud‑native voice services.
Partner with internal teams and carriers to build, deploy, and continuously improve telecom services across regions, ensuring high availability and performance.
Drive end‑to‑end service delivery for enterprise voice—spanning architecture, implementation, operational support, and lifecycle management.
Automate and standardize day‑to‑day operations such as number management, carrier workflows and monitoring.
Assist operations partners for Tier 1 and Tier 2 problems impacting users and participate in after‑hours support for critical incidents and global change windows when required.
Communicate effectively across geographies and time zones.
Use telemetry and analytics to identify trends, to reduce incidents and improve service reliability.
Perform root cause analysis and implement preventative improvements to ensure a stable environment for our users.
Lead complex initiatives including new office deployments, global user enablement, routing optimizations, and disaster recovery capabilities.
Support revenue‑critical users, including Sales teams using D365 Dynamics CRM with Teams Phone integration.
Partner with Contact Center and Support teams to build and optimize global toll‑free and inbound call routing solutions.
Serve as a technical partner to operations teams, while helping to find opportunities to reduce incident volume through proactive development and user education.
Research and understand global telecom regulations to ensure call routing is accurate.