Position Summary 

The Senior Telecommunications Engineer designs, implements, and leads the ongoing operation of carrier-grade telecommunications systems that underpin ClearCaptions’ real-time communications services (voice and associated multimedia). This role owns telecom connectivity and interoperability across carriers and platforms, with a strong focus on SIP signaling, media quality (RTP), SBC configuration, routing, resiliency, and operational readiness. 
 
This is a senior, hands-on role responsible for complex problem solving, technical direction, and improvements that reduce incident frequency and improve service performance across both VoIP and PSTN interconnects.  
 
This is a Remote/Work from Home position reporting to the Senior Manager, Technology Operations & Reliability. 

 

What You Will Do 

Carrier, Interconnect, and Routing (Ownership) 

• Lead design and operation of telecom connectivity including SIP trunking, peering, failover, and routing policies across VoIP and PSTN-connected services. 
• Own carrier/vendor technical relationships for turn-ups, migrations, escalations, outage management, and postmortems. 
• Manage numbering and routing components where applicable (DID inventory, routing patterns, and DNS/ENUM/NAPTR-related behaviors). 
• Drive improvements for carrier feature interactions impacting customer experience (call treatment, failover behaviors, routing edge cases). 

IMS Platform Support (Operations & Reliability) 

• Support IMS-aligned call/session control and interoperability, partnering with Architecture/Engineering/vendors for changes impacting session control and routing behavior. 
• Troubleshoot IMS-related signaling and service issues spanning IMS call flows, subscriber/service dependencies, and interconnect boundaries. 
• Support IMS-adjacent integrations such as SBC edge behaviors and operational telemetry requirements tied to service KPIs/SLOs. 
• Establish and maintain operational standards for IMS-related changes, including runbooks, escalation paths, test plans, and change validation. 

SBC / Signaling / Media Engineering (Expert-Level) 

• Serve as SME for Session Border Controllers (SBCs): security, normalization, NAT traversal, fraud controls, and multi-vendor interoperability. 
• Troubleshoot end-to-end call paths spanning VoIP and PSTN, including carrier handoffs, signaling normalization, codec/media interworking, and complex one-way/no-audio scenarios. 
• Establish standards and repeatable methods for SIP/SDP/RTP troubleshooting, quality analysis, and remediation. 
• Improve call quality through QoS practices, jitter/loss analysis, packet captures, proactive tuning, and performance baselining. 

Reliability Engineering, Observability, and Incident Leadership 

• Partner with SRE/Operations to define and mature monitoring, alerting, dashboards, SLOs, and runbooks for telecom services. 
• Lead or coordinate major incident response for telecom-related outages, including rapid triage, stabilization, and cross-team communication. 
• Drive RCAs and corrective/preventative actions with measurable outcomes (fault reduction, MTTR reduction, quality improvements). 
• Lead reliability initiatives: redundancy design, capacity planning, load/performance testing, DR validation, and change-risk reduction. 

Security and Compliance Support 

• Implement and validate secure signaling and media (TLS, SRTP) and boundary protections aligned to security policies. 
• Support regulatory and accessibility requirements relevant to telecom services (e.g., E911 and RTT considerations where applicable). 

Automation, Documentation, and Technical Leadership 

• Build/guide automation for operational tasks (routing updates, health checks, regression test calls, config validation, reporting). 
• Create and maintain clear documentation for architectures, configurations, troubleshooting procedures, and vendor/carrier handoffs. 
• Mentor engineers and raise team capability through knowledge transfer, reviews, and operational best practices. 

 

Qualifications 

• Bachelor’s degree in a Telecommunications systems, Information Technology or related field  
• 7+ years’ experience supporting telecommunications/VoIP environments (service provider, UCaaS, contact center, or similar), including ownership of production systems. 
• Expert knowledge of SIP, SDP, RTP and structured, repeatable troubleshooting methodologies. 
• Demonstrated experience working with both PSTN and VoIP technologies, including interconnect and interoperability scenarios (e.g., SIP trunking to PSTN gateways, PRI/SS7/SIGTRAN environments, numbering/routing, and call treatment behavior). 
• Experience with SBCs (Ribbon, Oracle/Acme Packet, AudioCodes, or similar) including complex normalization/interoperability scenarios. 
• Working knowledge of telecom-adjacent protocols/technologies as applicable: Diameter, SS7/SIGTRAN, DNS/ENUM, TLS/SRTP. 
• Solid understanding of PSTN concepts such as DIDs, CNAM, LNP, call routing, and carrier handoff troubleshooting. 
• Strong networking fundamentals (OSI model, routing basics, QoS/traffic classification). 
• Linux proficiency (bash, logs, packet tools) and comfort with troubleshooting toolsets (Wireshark, sngrep, Homer/HEP). 
• Excellent verbal and written communication skills, presentation, and problem-solving skills. 
• Self-starter with strong organizational and time management skills, self-directed and able to handle multiple priorities with demanding timeframes. 
• Ability to work collaboratively with colleagues and staff to create a high-quality results-driven, team-oriented environment. 
• Preferred: Cloud networking experience (AWS), containers/orchestration (Docker/Kubernetes), and infrastructure-as-code (Terraform/Ansible). 
• Demonstrated ability to use discretion, make sound decisions, and maintain confidentiality. 
• 100% Remote: Work-from-home environment with collaboration via modern virtual tools. 
• Reliable and predictable attendance. 
• Travel: Up to 10% as needed for vendor/carrier meetings, integrations, or key operational activities. 
• On-Call: This position may require on-call responsibilities, including occasional after-hours, weekend, and holiday coverage depending on business needs and incident severity.