Telecommunications Engineer

TEKsystems; Lansing (MI); On-site; USD 80,000 - 125,000; Full time

Job summary

TEKsystems is seeking a Telecommunications Engineer to design, deploy, and support enterprise telephony and contact center solutions. You will optimize ACDs, IVRs, and call routing while ensuring high performance and reliability.

The role includes collaboration with providers and vendors to implement enhancements across the telephony stack. Responsibilities include system upgrades, capacity planning, and 24x7 on-call coverage for critical voice incidents.

Qualifications

• 5-7 years of experience supporting enterprise telephony, VoIP, and contact center platforms.
• Experience with Genesys Cloud, NICE CXone, or similar solutions preferred.
• Experience with AudioCodes technologies, including SBCs, voice gateways, and SIP trunking.
• Strong knowledge of IP telephony, VoIP, SIP, and contact center technologies.
• Familiar with Azure/AWS cloud environments and network connectivity solutions.
• Excellent communication skills and ability to collaborate with tech teams and vendors.

Responsibilities

• Design, implement, administer, and support enterprise telephony and contact center solutions.
• Configure and optimize ACDs, IVRs, call routing, vectors, and call flows.
• Support VoIP and contact center platforms including Genesys and NICE CXone.
• Administer AudioCodes SBCs, SIP trunking, and voice connectivity.
• Collaborate with Network Services to resolve telephony and VoIP issues.
• Plan system upgrades, patches, and maintenance across the telecom environment.
• Provide 24x7 on-call support and escalation for critical voice incidents.

Skills

Telephony

telecommunication

voip

AudioCodes

ACD

vectors

Call flow design

Microsoft Teams

Genesys

NiCE CXone

Tools

Genesys Cloud

NICE CXone

AudioCodes

Job description

Job Description

The Telecommunications Engineer is responsible for the design, configuration, testing, deployment, and ongoing support of enterprise telephony and contact center solutions. This role will focus on modern voice and customer experience platforms, supporting a complex communication environment while ensuring high levels of performance, reliability, and service availability. This role partners closely with internal technology teams, business stakeholders, telecommunications providers, and third-party vendors to evaluate requirements, develop technical solutions, and implement enhancements across the telephony infrastructure. This individual will translate business needs into detailed technical specifications, support system integrations, and provide expert-level troubleshooting for voice and contact center technologies. In addition, the Telecommunications Engineer will perform capacity planning, traffic and utilization analysis, incident resolution, change management, and continuous improvement initiatives to ensure the organization's communication platforms remain scalable, efficient, and aligned with evolving business needs.

Essential Responsibilities

• Design, implement, administer, and support enterprise telephony and contact center solutions.
• Configure and optimize ACDs, IVRs, call routing, vectors, and call flows to support business operations.
• Support VoIP and contact center platforms, including Genesys, NICE CXone, and related voice technologies.
• Administer and troubleshoot AudioCodes infrastructure, SIP trunking, and voice connectivity.
• Partner with Network Services to resolve telephony, VoIP, and network-related issues.
• Evaluate, recommend, and implement new telecommunications technologies and enhancements.
• Plan and execute system upgrades, patches, and maintenance activities across the telecom environment.
• Support a large-scale contact center operation serving more than 2,800 associates.
• Troubleshoot and resolve complex voice, carrier, and contact center issues.
• Coordinate with telecommunications providers, including Verizon and AT&T, to support service delivery and issue resolution.
• Manage telecommunications initiatives and provide regular project status updates.
• Serve as an escalation point for critical voice incidents and participate in a 24x7 on-call rotation.

Landscape Overview

• Mature, large-scale contact center environment supporting approximately 2,800 associates across multiple business units.
• Hybrid telephony architecture leveraging both Azure-hosted and on-premises infrastructure.
• Contact center and voice services utilize cloud-based connectivity, with agents connecting through AT&T-managed services hosted in Azure.
• AudioCodes SBCs in Azure provide voice routing and connectivity between cloud and on-premises communication platforms.
• Environment consists of 16 servers across two data centers, including both Azure and on-premises resources.
• Supports 15-20 toll-free numbers and a high-volume customer service operation.
• Ongoing focus on telephony reliability, voice routing, call recording, and platform optimization.
• Common support activities include troubleshooting call recording, voice connectivity, and legacy communication services.

Skills

• Telephony
• telecommunication
• voip
• AudioCodes
• ACD
• vectors
• Call flow design
• Microsoft Teams
• Genesys
• NiCE CXone

Top Skills Details

• Telephony
• telecommunication
• voip
• AudioCodes

Additional Skills & Qualifications

• 5-7 years of experience supporting enterprise telephony, VoIP, and contact center platforms, with experience in Genesys Cloud, NICE CXone, or similar solutions preferred.
• Experience with AudioCodes technologies, including SBCs, voice gateways, and SIP trunking.
• Experience working with telecommunications providers such as Verizon and AT&T.
• Strong knowledge of IP telephony, VoIP, SIP, and contact center technologies.
• Understanding of telecommunications infrastructure and network connectivity solutions, including MPLS, ExpressRoute, T1/PRI, SIP, and related services.
• Knowledge of cloud environments such as Azure and AWS.
• Strong troubleshooting, analytical, and problem‑solving skills.
• Ability to gather business requirements and develop scalable telecommunications solutions.
• Excellent communication skills and the ability to work effectively with technical teams, vendors, and business stakeholders.
• Proficiency with Microsoft Office and the ability to manage multiple priorities in a fast‑paced environment.

Other Duties

• Active involvement in driving design discussions with OEMs.
• Should be well versed with creating and updating MS Visio diagrams.
• Assists with various telephony duties, including vectoring, CTI, IVR integration, SIP call routing and call recording, as needed.
• Performs other duties and/or projects as assigned.

Experience Level

Intermediate Level

Job Type & Location

This is a Permanent position based out of Lansing, MI.

Pay And Benefits

The pay range for this position is $80000.00 - $125000.00/yr.

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job‑related factors.

Internal benefits available upon request

Application Deadline

This position is anticipated to close on Oct 30, 2026.

Workplace Type

This is a fully onsite position in Lansing,MI.

About TEKsystems

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real‑world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems And TEKsystems Global Services

Were a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. Were a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. Were strategic thinkers, hands‑on collaborators, helping customers capitalize on change and master the momentum of technology. Were building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.