IT Engineer (Voice, Network, Systems & CCaaS)

• Own and support Cisco voice environment (CUCM, Unity, Jabber)Drive execution of the Cisco
• Microsoft Teams voice migration
• Ensure call quality, reliability, and scalability across the enterprise
• Troubleshoot complex voice issues across network, carrier, and platform layers

2. Own and scale CCaaS platform (Five9, Zoom, Nice)

• Act as a core technical owner for our CCaaS initiative
• 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

3. 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

4. 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

5. 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, * Sedentary physical activity performing non- strenuous daily activities of an administrative nature.
• While performing the duties of the job, the employee is regularly required to sit, walk, stand, reach/handle items, work with the fingers, and talk and hear others in conversations via the phone or in person.

Do you have experience in Telecommunication?, * Proven experience owning voice and CCaaS platforms-not just supporting them

• Hands-on experience with Cisco UC (CUCM) and Microsoft Teams Voice
• Experience with contact center platforms
• 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

Nice-to-haves (differentiators)

• 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), * You take ownership and drive issues to resolution
• You think in systems, not tickets
• You are comfortable operating across multiple domains
• You challenge the status quo and simplify complexity
• You communicate clearly with both technical and business teams
• You prioritize stability, scalability, and long-term outcomes

Pulled from the full job description

• Health insurance
• Paid time off
• Vision insurance
• Dental insurance, * $100,000 -$110,000 per year
• Hybrid (Downers Grove, IL)
• Full benefits package including medical, dental, vision, 401(k), PTO.

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