Telecommunications Engineer

The Telecommunications Engineer is responsible for the design, configuration, testing, deployment, and ongoing support of enterprise telephony and contact center solutions. This role focuses on modern voice and customer experience platforms, supporting a complex communication environment while ensuring high levels of performance, reliability, and service availability. The engineer partners closely with internal technology teams, business stakeholders, telecommunications providers, and third-party vendors to evaluate requirements, develop technical solutions, and implement enhancements across the telephony infrastructure. This individual translates business needs into detailed technical specifications, supports system integrations, and provides expert-level troubleshooting for voice and contact center technologies. Additional duties include capacity planning, traffic and utilization analysis, incident resolution, change management, and continuous improvement initiatives to ensure the organization's communication platforms remain scalable, efficient, and aligned with evolving business needs.

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 new telecommunications technologies and enhancements.
• Plan and execute system upgrades, patches, and maintenance activities across the telecom 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.

Landscape Overview

• Mature, large-scale contact center environment supporting approximately 2,800 associates across multiple business units.
• Hybrid telephony architecture leveraging both Azure-hosted and on-premises infrastructure.
• Contact center and voice services utilize cloud-based connectivity, with agents connecting through AT&T-managed services hosted in Azure.
• AudioCodes SBCs in Azure provide voice routing and connectivity between cloud and on-premises communication platforms.
• Environment consists of 16 servers across two data centers, including both Azure and on-premises resources.
• Supports 15–20 toll-free numbers and a high-volume customer service operation.
• Ongoing focus on telephony reliability, voice routing, call recording, and platform optimization.
• Common support activities include troubleshooting call recording, voice connectivity, and legacy communication services.

Qualifications

• 5–7 years of experience supporting enterprise telephony, VoIP, and contact center platforms, with experience in Genesys Cloud, NICE CXone, or similar solutions preferred.
• 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, SIP, and related services.
• 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 the ability to work effectively with technical teams, vendors, and business stakeholders.
• Proficiency with Microsoft Office and the ability to manage multiple priorities in a fast-paced environment.

Skills

• Telephony, telecommunications, VoIP
• AudioCodes (SBCs, voice gateways, SIP trunking)
• ACD, vectors, call flow design
• Microsoft Teams
• Genesys, NICE CXone

Other Duties

• Active involvement in driving design discussions with OEMs.
• Create and update MS Visio diagrams.
• Assist with various telephony duties, including vectoring, CTI, IVR integration, SIP call routing, and call recording, as needed.
• Perform other duties and/or projects as assigned.

Pay

The pay range for this position is $80,000.00 – $125,000.00 per year. Individual compensation offered within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Schedule & Location

This is a permanent, fully onsite position based in Lansing, MI. The role requires participation in a 24x7 on-call rotation.

Experience level: Intermediate. Application deadline: October 30, 2026.