Enterprise Telecom Engineer
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Job Description
Enterprise Telecom Engineer supporting voice, contact center, and network infrastructure. Enabling reliable communications for LUX Infusion’s patient-care operations.
Responsibilities:
- Engineer, administer, maintain, and support enterprise telephony and contact center environments
- Support and administer Content Guru or comparable enterprise CCaaS/UCaaS platforms
- Configure and troubleshoot SIP trunks, SIP signaling, RTP/SRTP media flows, SBCs, dial plans, IVR, automated call flows, queues, DIDs, toll-free services, and enterprise voice endpoints
- Support carrier migrations, technology conversions, platform consolidations, major cutovers, and number-porting initiatives
- Maintain telecommunications inventories, numbering plans, routing configurations, standards, and technical diagrams
- Provide technical leadership during telecommunications outages and service-impacting events
- Support and troubleshoot LAN, WAN, internet, wireless, VPN, and cloud connectivity associated with voice and contact center services
- Diagnose TCP/IP, VLAN, routing and switching, DNS, DHCP, NAT, firewall, ACL, VPN, and QoS issues
- Analyze packet captures, SIP traces, monitoring telemetry, and vendor diagnostics
- Partner with Network and Security teams on firewall policies, segmentation, SBC integration, connectivity, and secure communications architecture
- Serve as a primary technical resource for Content Guru
- Partner with telecommunications carriers, ISPs, and technology vendors to resolve service issues
- Participate in upgrades, configuration changes, deployments, testing, and service improvements
- Help develop and evolve enterprise voice and communications architecture
- Establish technical standards for voice networking, routing, QoS, resiliency, monitoring, and telecommunications deployments
- Identify single points of failure and recommend improvements
- Support capacity planning and technology lifecycle management
- Lead troubleshooting for complex voice and contact center incidents
- Perform root-cause analysis and document corrective actions, preventive measures, runbooks, troubleshooting procedures, and implementation plans
- Participate in after-hours escalations for critical telecommunications incidents when required
- Collaborate virtually with IT, Security, Infrastructure, Applications, Service Desk, business teams, carriers, and technology vendors
Requirements:
- 5+ years of experience in enterprise telecommunications, networking, unified communications, contact center technology, or related infrastructure engineering
- Demonstrated experience supporting enterprise VoIP and SIP-based telecommunications
- Experience with Content Guru or a comparable enterprise CCaaS/UCaaS platform
- Strong knowledge of SIP, RTP/SRTP, SBCs, SIP trunking, call routing, dial plans, DID management, and number porting
- Strong enterprise networking knowledge, including TCP/IP, VLANs, routing and switching, DNS, DHCP, NAT, firewalls, VPN technologies, and QoS
- Ability to troubleshoot complex telecommunications and voice-quality issues across multiple infrastructure layers
- Experience working with carriers, ISPs, telecommunications vendors, and technology partners
- Strong root-cause analysis, technical documentation, and communication skills
- Ability to independently own complex infrastructure issues while collaborating across IT teams
- Cisco CCNA or CCNP Enterprise preferred
- CompTIA Network+ preferred
- Relevant Content Guru, CCaaS, or UCaaS vendor certifications preferred
- ITIL Foundation preferred
- May occasionally be required to move or install telecommunications or network equipment weighing up to approximately 50 pounds
- Participate annually in required legal and ethical compliance training
- Consistently act in compliance with LUX Infusion’s legal, ethical, and compliance policies
- Adhere to all standards and procedures outlined in the LUX Infusion Compliance Manual
Benefits:
- Purpose-driven work with meaningful impact
- Patient-first, clinician-led culture
- Supportive and collaborative teammates
- Opportunities to help shape technology in a growing organization
- Occasional travel may be required for telecommunications deployments, acquisitions, migrations, or major infrastructure initiatives
- Flexible or after-hours availability may occasionally be required for critical incidents and planned telecommunications cutovers
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