Remote Telecommunication Engineer - CCaaS Ops

ITC Federal, LLC; Fairfax (VA); Hybrid; USD 110,000 - 150,000; Full time

Benefits offered by this job

Health, Dental & Vision

401(k)

Tuition Reimbursement

Flexible Spending Account (FSA)

11 Federal Holidays

3 weeks Paid Time Off

Job summary

ITC Federal, LLC is seeking a Journeyman Telecommunications Engineering Specialist to support the DHS ICE OSDSS program with the T-Metrics CCaaS platform. The role focuses on daily operational support, troubleshooting, and incident management across VoIP and CCaaS environments in a remote setting.

You will collaborate with telecom engineers, system administrators, and program stakeholders to ensure reliable contact center operations, apply changes securely, and maintain thorough documentation.

Qualifications

• Experience supporting enterprise telecommunications or contact center systems.
• Experience 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 operational procedures clearly.
• Strong written and verbal communication skills.
• Experience working within 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 contact center service issues.
• Track, document, and manage telecom incidents, service requests, and problem tickets through the established ticketing system.
• Perform root cause analysis and troubleshooting of voice, contact center, and CCaaS-related issues.
• Coordinate with vendors, telecom engineers, and internal IT teams to resolve system 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 operational procedures.
• Support telecom monitoring tools and reporting capabilities to identify trends and potential service improvements.
• Ensure compliance with change management procedures, security policies, and operational standards.
• Collaborate with stakeholders to improve contact center reliability, performance, and service delivery.
• Assist with testing and validation of telecom system updates, patches, and upgrades when required.

Skills

Enterprise telecom experience

VoIP troubleshooting

CCaaS troubleshooting

Incident management

Documentation

Communication skills

IT operations experience

Microsoft Office

Tools

ServiceNow

Ticketing systems

Job description

ITC Federal, LLC is seeking a Journeyman Telecommunications Engineering Specialist to support the DHS ICE OSDSS program with the T-Metrics CCaaS platform. The role focuses on daily operational support, troubleshooting, and incident management across VoIP and CCaaS environments in a remote setting.

You will collaborate with telecom engineers, system administrators, and program stakeholders to ensure reliable contact center operations, apply changes securely, and maintain thorough documentation.