Telecommunications Engineer

The Telecommunications Engineer will be responsible for supporting the enterprise telecommunications infrastructure, applications, and services to ensure that the voice telephony and computer/telephony communications for all Delta Dental locations is operational, scalable, and optimized to provide highly available telephony services to the enterprise. This includes telephony infrastructure engineering and maintenance of all telephony equipment to support a broad range of communication services to include, but not limited to disciplines such as call routing (SIP and TDM), toll free services, advanced features, and routing plans, contact center system, call recording, workforce management, fax servers, advance voice technologies, and any others identified for enterprise, remote and home offices.

Responsibilities:

• Supports the planning, design, and implementation of carrier-grade SIP communication systems, telecommunications infrastructure equipment upgrades/changes/relocations, and IT equipment refreshes.
• Plans, coordinates, implements, and configures various types of telephony infrastructure, including but not limited to session border controllers, media gateway, Microsoft Dynamics 365 Contact center voice channels and workstreams, etc.
• Maintains and monitors telephony infrastructure for multi-location enterprise network, including Session Border Controllers (SBCs), PBX systems, and VoIP platforms. Also supports fax server solutions, call recording platforms, and workforce management systems.
• Performs equipment inventory and maintenance support reviews for capacity planning, disaster recovery and business continuity initiatives as it relates to Telecommunications equipment and services.
• Works with technical teams to implement and support new technologies, such as chatbots and multilingual voice agents with natural language processing (NLP) capabilities, integrating with IVR systems to enhance customer experience.
• Assists in planning, coordinating, and executing engineering projects and omnichannel communication strategies.
• Collaborates with vendors and carriers to troubleshoot and resolve service issues.
• Maintains and ensures competency and compliance with policies, procedures, industry standards and security protocols.
• This list is not all-inclusive and you are expected to perform other duties as requested or assigned.

• A minimum of 2+ years of experience with a Bachelor's degree in Telecommunications, Computer Science, or related field
• Experience in supporting network integrations for Microsoft, Unix, firewall, and security systems and policies
• Experience with cloud-based telephony solutions (e.g., Twilio, Genesys, RingCentral)
• Familiarity with workforce management tools, call recording systems, and IVR platforms
• Working knowledge of chatbot and voice bot development and integration
• Expertise in SIP protocols, VoIP, and telephony systems
• Strong troubleshooting and analytical skills
• Excellent communication and documentation abilities
• Knowledge of network security and QoS for voice traffic
• Proficiency in Microsoft Copilot Studio for creating and deploying voice agents preferred

• Competitive base and incentive pay
• 401(k) with robust matching and non-matching contributions
• Rich medical & pharmacy benefits
• 100% employer-paid dental and vision benefits
• Holistic wellbeing program with deep financial incentives
• Generous paid time off plus 12 paid holidays and your birthday off
• Culture of growth and learning: career development; tuition reimbursement; recognition program
• Family support: adoption assistance, fertility treatment, child, elder & pet care assistance
• Social responsibility and volunteer opportunities
• Employee discount program