Position SummaryThe Telecom Engineer reports to the Director of Network Architecture and Engineering and is responsible for the leadership, administration, support, modernization, and operational management of enterprise voice, unified communications, contact center, and telecommunications services across Oldcastle BuildingEnvelope.
This role operates within a provider-led delivery model while providing technical leadership, project oversight, and operational management of telecom services. The Telecom Engineer serves as the primary escalation point for telecom service providers, carriers, and technology partners, leading initiatives that improve service reliability, operational efficiency, user experience, and business continuity.
The position is responsible for managing enterprise voice services, UCaaS and CCaaS platforms, SIP communications, carrier services, telecom modernization projects, and the migration of legacy voice platforms to cloud-based communication solutions, including 8x8. The Telecom Engineer partners closely with business and IT stakeholders to ensure telecommunications services remain secure, scalable, cost-effective, and aligned with organizational objectives.
Key ResponsibilitiesTelecom Strategy, Projects & Transformation- Lead enterprise telecom initiatives including cloud voice migrations, carrier transitions, contact center deployments, and site telecommunications projects.
- Develop and manage project plans, timelines, budgets, resources, risk mitigation strategies, and stakeholder communications.
- Coordinate efforts between vendors, carriers, managed service providers, business leaders, and IT teams.
- Track project milestones, dependencies, risks, and operational readiness.
- Deliver executive-level project updates and recommendations.
- Drive modernization initiatives that improve reliability, scalability, user experience, and operational efficiency.
Voice Platform Migration & Modernization- Lead migration efforts from legacy PBX systems to cloud-based communication platforms.
- Manage migrations from Mitel, ShoreTel, and other voice platforms to OBE's cloud telecommunications platform and 8x8.
- Oversee number porting, dial plan migrations, cutover activities, testing, user acceptance, and deployment.
- Create migration runbooks, rollback plans, user communication strategies, and transition support plans.
- Ensure seamless adoption of new technologies with minimal business disruption.
Unified Communications & Contact Center Management- Administer, support, and optimize:
- 8x8
- Microsoft Teams Voice
- Mitel/ShoreTel
- SIP-based Unified Communications platforms
- Cloud Contact Center (CCaaS) solutions
- Configure and support:
- Auto Attendants
- Call Queues
- Hunt Groups
- Dial Plans
- DID Services
- Emergency Calling Services
- Contact Center Workflows
- Partner with business leaders to enhance communication capabilities and customer experience.
Voice Engineering & Telecom Infrastructure- Provide technical leadership for enterprise SIP-based voice services.
- Design, implement, and troubleshoot:
- SIP Trunking
- RTP/SRTP Communications
- TLS Encryption
- Call Routing Policies
- Voice Survivability Solutions
- Collaborate with carriers and service providers to resolve complex telecom issues.
- Maintain expertise in VoIP technologies, voice architecture, and carrier interconnectivity.
- Design and optimize QoS policies for voice, video, and real-time communications.
- Analyze voice quality metrics including latency, jitter, packet loss, and MOS scores.
- Partner with Network Engineering teams to ensure traffic prioritization across LAN, WAN, SD-WAN, VPN, and internet environments.
- Lead root cause analysis for recurring telecom and voice quality issues.
Telecom Operations & Service Delivery- Oversee daily telecom operations, including incident management, service requests, MACD activities, and approved changes.
- Support telecom services across corporate offices, manufacturing facilities, and distribution centers.
- Participate in escalation support for business-critical voice and contact center services.
- Ensure compliance with ITSM, change management, and governance standards.
- Monitor service availability, performance, and operational health.
Carrier & Vendor Management- Manage relationships with telecom carriers, vendors, and managed service providers.
- Coordinate circuit installations, upgrades, service orders, disconnects, and escalations.
- Oversee lifecycle management of telecom circuits across all locations.
- Evaluate vendor performance and drive accountability for service delivery.
- Support telecom cost optimization, redundancy planning, and carrier rationalization initiatives.
Security, Compliance & Business Continuity- Ensure telecom solutions align with enterprise security and compliance requirements.
- Partner with Cybersecurity teams to maintain secure SIP connectivity, authentication, encryption, and vendor access controls.
- Support disaster recovery and business continuity planning for telecommunications services.
- Maintain appropriate monitoring, logging, visibility, and audit controls.
Documentation & Continuous Improvement- Maintain telecom architecture diagrams, SIP call flows, operational procedures, runbooks, and standards documentation.
- Document cloud telecom platforms, contact center solutions, and carrier services.
- Drive continuous improvement initiatives through root cause analysis and corrective actions.
- Develop operational metrics and performance reporting for leadership.
Required QualificationsExperience- 8+ years of experience in enterprise telecommunications, unified communications, contact centers, or voice engineering.
- 3+ years of leadership experience managing telecom personnel, vendors, contractors, or managed service providers.
- Experience supporting multi-site manufacturing or distributed enterprise environments.
- Proven experience leading telecom modernization and voice migration projects.
Technical ExpertiseHands-on experience with:
- 8x8
- Microsoft Teams Voice
- Phone Number Porting
- Mitel/ShoreTel
- SIP-based Voice Solutions
Strong understanding of:
- SIP
- RTP/SRTP
- Session Border Controllers (SBCs)
- Voice Codecs
- QoS Design & Troubleshooting
- Call Routing Architecture
- Contact Center Technologies
Core Competencies- Strong project and program management skills.
- Vendor and carrier management expertise.
- Excellent communication and stakeholder management skills.
- Strong troubleshooting and analytical abilities.
- Ability to manage multiple priorities in a fast-paced environment.
- Leadership mindset with a focus on operational excellence and continuous improvement.
Success in the First 12 Months- Successfully migrate legacy voice platforms to OBE's cloud-based telecommunications environment.
- Improve telecom and contact center service reliability and performance.
- Reduce recurring telecom and carrier-related incidents.
- Enhance voice quality through proactive SIP and QoS optimization.
- Strengthen telecom operations, documentation, and support processes.
- Develop high-performing vendor and service provider relationships.
- Deliver measurable improvements in customer experience, service performance, and telecom operational efficiency.
What OBE Offers You- Benefits that benefit you - industry competitive benefits at the lowest cost to the employee
- Work-life balance - PTO and holidays, including floating holidays you can choose
- Compensation that rewards your hard work - A pay-for-performance culture with potential for annual raises and bonuses
- Training - We will equip you with the knowledge and skills you need to succeed
