Telecommunications Engineer - Ontario, California United States - 16746

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Job #: 16746
Title: Telecommunications Engineer
Job Location: Ontario, California - United States
Employment Type:
Salary: $75,000.00 - $95,000.00 - US Dollars - Yearly
Employer Will Recruit From: Nationwide
Relocation Paid?: Negotiable


The Telecom team operates in a tight-knit, collaborative environment.  IT, Systems Development, Product Management, Customer Care, Marketing & Direct Sales all work closely together to align on creating value through health and wellness products and services.  We also strive to maintain a strong bond and trust between our internal teams (architecture, development, test, configuration, operations, etc).  We encourage each other to work together and help one another make our work life more satisfying and rewarding.  This is a team that is constantly looking for ways to improve our development operations through people, process, and technology.  The team also fosters a culture of innovation and encourages everyone to contribute through new ideas and insights. 

As a Telecommunications Engineer you will be part of an internal team that is responsible for building, managing, and supporting an Enterprise Telephony Environment for our offices and contact centers. This involves delivering on a strategic telecom vision that supports the company’s long-term business strategy, and then ensuring the infrastructure is properly developed and maintained. Responsibilities include the implementation of telecommunication systems; including the ongoing support Genesys Pure Engage Framework, Mitel (Shoretel IPBX), ShoreTel Enterprise Contact Center (ECC), Call Recording, and Workforce Management applications. You will ensure that the Telephony infrastructure and Carrier Services are configured for optimum performance, toll-quality voice, and has a resilient fault tolerant architecture that incorporates a Business Continuity Disaster Recovery (BCDR) design for sites that are in geographically diverse locations. An in-depth knowledge of Telecommunication systems best practices and IT Operations will be required for the position. A strong background or knowledge of the Shoretel & Genesys Suite products will be required for this position.


  • Build, implement and supports enterprise VoIP solutions including Unified Communications, Contact Center and SIP based platforms
  • Support a Multi-Site voice network design to incorporates Business Continuity Disaster Recovery (BCDR) with alternate call routing over multiple carriers
  • Help address capacity and performance issues for our telecommunications systems to ensure uninterrupted service
  • Continuously improve system performance reports, perform root cause analysis for system outages; suggest improvements to ensure system up-time
  • Work with Telco Service Providers/Carriers for installations, troubleshooting of voice services and applications which including but not limited to PRI T1, SIP and IVR in the cloud
  • Help configure and manage Session Boarder Controllers
  • Support the Software Development team with implementation and design In-House SIP-based applications
  • Incorporate best practices for QoS on the LAN and COS over MPLS for WAN for VoIP services on the network
  • Respond to VoIP-driven quality issues, be those related to unacceptable latency, line noise, garbled speech, or dropped calls
  • Configure PBX, Contact Center applications which includes ACD, Call Recording, Workforce Management, and Reporting
  • Provide support for planned maintenances and unexpected outages which at times includes after-hours activities
  • Provide documentation and training to internal departments to facilitate day-to-day operations 
  • Other duties as assigned



Education: Bachelor's degree preferred or equivalent experience


  • Minimum 3 years of progressive responsibility with enterprise Telecommunication and Contact Center solutions required, preferably Genesys Pure Engage and Shoretel/Mitel product suites 
  • Minimum 3 years of experience installing and troubleshooting Carrier Voice services with an emphasis on SIP, TDM and advanced toll-free number routing required
  • Experience with Contact Center solutions and routing strategies required
  • Prior experience troubleshooting Telephony solutions using logging tools ( i.e., Application logs, Log File Management system and Workbench) required
  • Prior experience with network tools for example Putty, Wireshark, VOIP monitor or Solarwinds preferred
  • Prior experience configuring and troubleshooting Contact Center applications; Call routing engines, Call Recording systems, Reporting (Historical/Real-Time), WorkForce Management solutions preferred


  • Capability for troubleshooting complex issues with the ability to escalate accordingly to resolve critical issues- required
  • Ability communicate technical solutions effectively to a non-technical audience – requiredKnowledge of Microsoft Windows Servers (Windows Server 2012 & SQL 2012) and Linux/Unix operating systems preferred
  • Ability to identify bugs and performance issues that can occur with VoIP infrastructure preferred
  • Knowledge of MS-DOS and other command line environments to configure, maintain, and troubleshoot voice systems – preferred
  • Knowledge of SQL and experience working SQL Server databases preferred
  • Strong knowledge of Microsoft front-office products (e.g. Word, Excel, PowerPoint, Outlook, and Visio) preferred

University - Bachelor's Degree/3-4 Year Degree