IT Engineer (Voice, Network, Systems & CCaaS)

About the role

IT is the operational backbone at Roadrunner. We operate a high-reliability logistics network where real-time communication, system uptime, and contact center performance are critical. This role exists to ensure these systems don’t degrade.

Responsibilities

• Lead voice platform evolution
• Own and support Cisco voice environment (CUCM, Unity, Jabber)
• Drive execution of the Cisco → Microsoft Teams voice migration
• Troubleshoot complex voice issues across network, carrier, and platform layers
• Own and scale CCaaS platform (Five9, Zoom, Nice)
• Lead stabilization and optimization of the current CCaaS (Five9) environment and future Zoom or Nice post-deployment
• Design and improve call flows, routing logic, and agent experience
• Support integrations (SSO, voice routing, APIs, backend systems)
• Partner with business stakeholders to translate operational needs into technical solutions
• Operate across network and connectivity layers
• Work across network paths (LAN/WAN, SD-WAN, ISP, SASE) to ensure reliable voice and CCaaS performance
• Identify and resolve latency, jitter, and routing issues impacting real-time systems
• Partner with network engineering to improve resilience and performance
• Build stability and eliminate recurring issues
• Identify systemic issues and eliminate root causes
• Drive automation and operational improvements
• Improve monitoring, alerting, and observability across platforms
• Move environments from reactive support to predictable, stable operations
• Contribute to secure and scalable infrastructure
• Support security initiatives (identity, endpoint, monitoring)
• Ensure platforms are aligned with security and compliance requirements
• Design with long-term scalability in mind

Requirements

• Proven experience owning voice and CCaaS platforms—not just supporting them
• Hands-on experience with Cisco UC (CUCM) and Microsoft Teams Voice
• Strong understanding of network fundamentals impacting real-time traffic (latency, QoS, routing)
• Ability to troubleshoot across multiple layers (endpoint → network → platform → carrier)
• Experience supporting or participating in platform migrations or transformations

Qualifications

• Experience with Direct Routing, SIP, CUBE, or carrier integrations
• Exposure to SASE / SD-WAN (e.g., Cato)
• Experience integrating CCaaS with CRM or backend systems
• Scripting/automation experience (PowerShell, APIs)
• Experience improving monitoring/observability (SolarWinds or similar)