Telecommunications Engineer

Position Summary

As a Telecommunications Engineer at J. J. Keller, you’ll play a key role in designing, optimizing, and supporting the systems that keep our workforce connected. This role will be responsible for the engineering and analytical tasks related to telecommunications network operations, installations, and maintenance for local, off-site, and remote locations. This role blends hands‑on engineering with strategic influence—you’ll shape our telecommunications roadmap, guide technology decisions, and partner with both internal teams and external providers to deliver secure, reliable, high‑performance communications across the organization. If you enjoy solving meaningful technical challenges, collaborating across teams, and contributing to a mission‑driven company that protects people and the businesses they run, this is an opportunity to make a visible impact in a remote‑friendly environment.

Job Responsibilities

• Defines and develops telecommunications solutions for customer problems, including hardware, software, or system functionality.  Works closely with business partners to develop requirements, business cases and cost estimates. 
• Designs, develops, deploys, and tests features that meet business needs.  Evaluates all aspects of a solution including: localization, licensing, scalability, memory management, bandwidth, latency, automated testing, security, and compliance.
• Administers telecommunications networks and services to ensure secure, high-performance connectivity.
• Troubleshoots and resolves problems.  Isolates, reproduces and resolves problems using available systems and tools, and investigates potential workarounds for verified defects.
• Manages 3rd party telecom carriers and mobile providers.
• Keeps abreast of vendor technology roadmaps.  Anticipates, promotes and drives technical uplift initiatives (upgrades, re-platform, etc.)
• Keeps abreast of Federal and local regulations and restrictions which apply to Contact Center management and telecommunications.
• Delivers product and related technical training/mentoring to other support staff and ensures that knowledge-transfer is successful.
• Participates in a shift and on-call roster as necessary, to provide support coverage during non-business hours
   

Qualifications

Experience

• 4+ years of experience in telephony engineering (VoIP and Unified Communications)
• Experience within a corporate environment with large contact center desirable
• Experience with Cloud based IP Telephony Solutions
• Experience with Genesys platform architecture in a multi-site environment

Education

• Associate degree in technology related field.
• In lieu of degree, may consider additional directly-related experience.

Other Qualifications

• Experience implementing a variety of Unified Communication products solutions and understanding the relative technical capabilities of each, including product reviews, integration requirements, and cost factoring.
• Knowledge of phone number management and administration
• Knowledge of Session Border Controllers (SBC) and ITSP’s
• Knowledge of network design, implementation and support in redundant, dynamic, multi-homed configurations and SIP infrastructure
• Ability to communicate effectively with technical and non-technical team members.
• SMS protocols, systems, carrier regulations and industry best practices would be advantageous
• Strong cross-functional leadership and project organization skills
• Implementation and Administration of SIP and Media Servers

Internal J. J. Keller experience requirements may vary from those for external candidates, with consideration given to demonstrated performance, institutional knowledge, and career progression within the organization.

Physical Requirements

Work is performed primarily in a standard office environment. Work involves operation of personal computer equipment for extended periods of time. Occasional travel to offsite offices or customer sites may also be required, depending on assignment.