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. It partners with internal technology teams, business stakeholders, telecommunications providers, and third-party vendors to assess requirements, develop technical solutions, and implement enhancements. The engineer translates business needs into technical specifications, supports integrations, troubleshoots voice and contact center technologies, performs capacity planning and traffic and utilization analysis, resolves incidents, manages changes, and drives continuous improvement. The position supports a mature contact center serving approximately 2,800 associates across multiple business units. The environment combines Azure-hosted and on-premises infrastructure, including AudioCodes SBCs in Azure, cloud-based connectivity, and resources across two data centers. Services include high-volume customer support, 15–20 toll-free numbers, voice routing, and call recording. The role also coordinates with providers such as Verizon and AT&T, manages telecommunications initiatives, and participates in a 24x7 on-call rotation. This is a permanent, fully onsite position based in Lansing, Michigan.
Requirements
- 5–7 years of experience supporting enterprise telephony, VoIP, and contact center platforms.
- Experience with AudioCodes technologies, including SBCs, voice gateways, and SIP trunking.
- Experience working with telecommunications providers such as Verizon and AT&T.
- Strong knowledge of IP telephony, VoIP, SIP, and contact center technologies.
- 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.
- Experience creating and updating MS Visio diagrams.
Responsibilities
- Design, implement, administer, and support enterprise telephony and contact center solutions.
- Configure and optimize ACDs, IVRs, call routing, vectors, and call flows to support business operations.
- 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 activities 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, including call recording and connectivity issues.
- Coordinate with telecommunications providers, including Verizon and AT&T, to support service delivery and resolve issues.
- 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.
- Drive design discussions with original equipment manufacturers (OEMs).
- Create and update MS Visio diagrams.
- Assist with telephony duties such as vectoring, CTI, IVR integration, SIP call routing, and call recording as needed.
- Perform other assigned duties and projects.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
