Telecommunications Engineer
About The Position
The Telecommunications Engineer designs, configures, tests, deploys, administers, and supports enterprise telephony and contact center solutions. The role focuses on modern voice and customer experience platforms in a complex communications environment, maintaining performance, reliability, and service availability. The engineer works with internal technology teams, business stakeholders, telecommunications providers, and third-party vendors to evaluate requirements, develop technical solutions, and implement enhancements. Responsibilities also include translating business needs into technical specifications, supporting integrations, expert troubleshooting, capacity planning, traffic and utilization analysis, incident resolution, change management, and continuous improvement. The position supports a mature contact center environment serving approximately 2,800 associates across multiple business units. The hybrid telephony architecture includes Azure-hosted and on-premises infrastructure, AudioCodes SBCs, and 16 servers across two data centers. The environment supports 15–20 toll-free numbers and a high-volume customer service operation. The role is based fully onsite in Lansing, Michigan, and participates in a 24x7 on-call rotation.
Requirements
- 5–7 years of experience supporting enterprise telephony, VoIP, and contact center platforms.
- Strong knowledge of IP telephony, VoIP, SIP, and contact center technologies.
- Experience with AudioCodes technologies, including SBCs, voice gateways, and SIP trunking.
- Experience working with telecommunications providers such as Verizon and AT&T.
- Understanding of telecommunications infrastructure and network connectivity solutions, including MPLS, ExpressRoute, T1/PRI, and SIP.
- Knowledge of cloud environments such as Azure and AWS.
- Strong troubleshooting, analytical, and problem-solving skills.
- Ability to gather business requirements and develop scalable telecommunications solutions.
- Excellent communication skills and ability to work effectively with technical teams, vendors, and business stakeholders.
- Proficiency with Microsoft Office and ability to manage multiple priorities in a fast-paced environment.
- Ability to participate in a 24x7 on-call rotation.
Nice To Haves
- Experience with Genesys Cloud, NICE CXone, or similar contact center solutions.
Responsibilities
- Design, implement, administer, and support enterprise telephony and contact center solutions.
- Configure and optimize ACDs, IVRs, call routing, vectors, and call flows.
- Support VoIP and contact center platforms, including Genesys, NICE CXone, and related voice technologies.
- Administer and troubleshoot AudioCodes infrastructure, SIP trunking, and voice connectivity.
- Partner with Network Services to resolve telephony, VoIP, and network-related issues.
- Evaluate, recommend, and implement telecommunications technologies and enhancements.
- Plan and execute system upgrades, patches, and maintenance across the telecommunications environment.
- Support a large-scale contact center operation serving more than 2,800 associates.
- Troubleshoot and resolve complex voice, carrier, and contact center issues.
- Coordinate with telecommunications providers, including Verizon and AT&T, to support service delivery and issue resolution.
- Manage telecommunications initiatives and provide regular project status updates.
- Serve as an escalation point for critical voice incidents and participate in a 24x7 on-call rotation.
- Participate in design discussions with original equipment manufacturers (OEMs).
- Create and update Microsoft Visio diagrams.
- Assist with telephony duties including vectoring, CTI, IVR integration, SIP call routing, and call recording as needed.
- Perform other duties and projects as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
