Remote Journeyman Telecom Engineer – CCaaS

ITC Federal, LLC; Idaho; Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

Health benefits

Dental and Vision

401(k)

Tuition reimbursement

FSA

11 Federal Holidays

3 weeks PTO

Job summary

ITC Federal, LLC seeks a Journeyman Telecommunications Engineering Specialist to support the DHS ICE OSDSS program. This fully remote role focuses on daily operational support, troubleshooting, and incident tracking for the T-Metrics CCaaS platform, working with telecom engineers, system admins, and stakeholders to keep contact center operations reliable.

Qualified candidates have enterprise telecommunications or CCaaS experience, VoIP troubleshooting, and strong problem-solving skills.

Qualifications

• Experience with enterprise telecommunications or contact center systems.
• Troubleshooting VoIP, CCaaS, or unified communications platforms.
• Familiarity with incident management and problem tracking processes.
• Strong analytical and troubleshooting skills in telecommunications environments.
• Ability to document issues, resolutions, and procedures clearly.
• Strong written and verbal communication skills.
• Experience in enterprise IT operations or service delivery environments.
• Proficiency with Microsoft Office tools (Word, Excel, Outlook).

Responsibilities

• Provide daily operational support and troubleshooting for the T-Metrics CCaaS platform supporting ICE contact center operations.
• Monitor system performance and investigate telecommunications and CCaaS service issues.
• Track, document, and manage telecom incidents, service requests, and problem tickets in the ticketing system.
• Perform root cause analysis and troubleshooting of voice, CCaaS-related issues.
• Coordinate with vendors, telecom engineers, and internal IT teams to resolve outages and service disruptions.
• Assist with system configuration updates, call routing adjustments, and feature administration within the CCaaS platform.
• Maintain accurate documentation of troubleshooting steps, system changes, and procedures.
• Support telecom monitoring tools and reporting capabilities to identify trends and improvements.
• Ensure compliance with change management, security policies, and operational standards.
• Collaborate with stakeholders to improve contact center reliability and service delivery.
• Assist with testing and validation of telecom system updates, patches, and upgrades when required.

Skills

Enterprise telecom experience

VoIP/CCaaS troubleshooting

Incident management

Analytical skills

Documentation

Written & verbal communication

IT operations exposure

Microsoft Office

Tools

ServiceNow

Job description

ITC Federal, LLC seeks a Journeyman Telecommunications Engineering Specialist to support the DHS ICE OSDSS program. This fully remote role focuses on daily operational support, troubleshooting, and incident tracking for the T-Metrics CCaaS platform, working with telecom engineers, system admins, and stakeholders to keep contact center operations reliable.

Qualified candidates have enterprise telecommunications or CCaaS experience, VoIP troubleshooting, and strong problem-solving skills.