Telecommunications Engineer
About The Position
The Telecommunications Engineer will join an enterprise technology team supporting a large-scale customer service and contact center environment. The role designs, implements, optimizes, and supports enterprise voice and contact center platforms serving more than 2,800 contact center and business users. The environment combines cloud and on-premises infrastructure, Azure-hosted voice and contact center services, AudioCodes Session Border Controllers, geographically distributed data centers, toll-free voice services, advanced call routing, and call recording and compliance solutions. The engineer supports mission-critical communications systems, with reliability, uptime, and customer experience as priorities. The position works with technologies including Genesys Cloud, NICE CXone, AudioCodes, SIP, VoIP, Azure, and Microsoft Teams, and collaborates with business stakeholders, networking and infrastructure teams, carriers, vendors, and OEM partners. Participation in a 24x7 rotational support schedule is required. This is a permanent, direct-placement, fully onsite position in Lansing, Michigan. The stated annual pay range is $80,000 to $125,000. Internal benefits information is available upon request.
Requirements
- At least 5 years of experience supporting enterprise telecommunications environments.
- Strong experience with VoIP technologies, SIP protocols, enterprise telephony systems, and contact center platforms.
- Hands-on experience with AudioCodes SBCs and voice gateways, SIP trunking, and call routing and call flow design.
- Experience working with telecom carriers such as AT&T, Verizon, or similar providers.
- Strong troubleshooting and root cause analysis skills.
- Experience supporting production-critical communication systems.
- Ability to work cross-functionally with technical and business teams.
Nice To Haves
- Experience with Genesys Cloud.
- Experience with NICE CXone.
- Experience with Microsoft Teams Voice.
- Experience with CTI integrations.
- Experience with IVR development and administration.
- Experience with call recording platforms.
- Experience with Azure or AWS cloud environments.
- Experience with MPLS networks.
- Experience with ExpressRoute connectivity.
- Experience with T1/PRI services.
- Experience with telecom architecture and design.
- Experience with Microsoft Visio documentation.
Responsibilities
- Design, implement, and support enterprise telephony and contact center solutions.
- Configure and optimize ACDs, IVRs, call routing strategies, vectors, and call flows.
- Support and maintain VoIP platforms and contact center technologies.
- Develop technical solutions to improve customer and agent experiences.
- Administer and troubleshoot AudioCodes SBCs and gateways, SIP trunking, voice routing infrastructure, and carrier connectivity.
- Support hybrid cloud and on-premises telecommunications environments.
- Coordinate upgrades, maintenance, patches, and platform enhancements.
- Monitor system performance, capacity, and telecom utilization trends.
- Act as an escalation point for complex voice and contact center issues.
- Diagnose and resolve call quality issues, SIP connectivity problems, carrier outages, call recording issues, and voice routing failures.
- Partner with networking teams to resolve VoIP and infrastructure-related incidents.
- Gather requirements from business stakeholders and deliver scalable telecom solutions.
- Coordinate with telecommunications providers, vendors, and OEM partners.
- Lead telecommunications initiatives and provide project status updates.
- Participate in architecture and design discussions for future platform improvements.
- Participate in a 24x7 rotational support schedule.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
