Senior Telecom Engineer

Job Description A Brief Overview

The Senior Telecom Engineer is responsible for the design, operation, optimization, and support of enterprise telecommunications systems and services. This role plays a critical part in advancing Safelite’s telecom strategy, including migration to cloud-based telephony platforms, improving operational reliability, and ensuring scalable, secure communication services across all environments. The Senior Telecom Engineer provides technical leadership for enterprise voice, contact center, carrier, and unified communications solutions while partnering with key stakeholders to drive innovation, operational excellence, and service reliability.

Telecom Platform Engineering & Support (25%) – Lead the engineering, configuration, optimization, and support of enterprise telecom platforms and services, including:

Managed Service Provider (MSP) Partnership & Service Delivery– Partner with managed service providers to ensure effective delivery, support, and continuous improvement of telecom services.

Provide technical direction, oversight, and escalation support to MSP resources.

Ensure alignment with internal standards, operational expectations, and service requirements.

Hold MSPs accountable to SLAs, performance metrics, and service quality standards.

Collaborate on incident response, problem management, and change execution activities.

Documentation, Standards & Operational Readiness– Maintain telecom architecture, configuration, and operational documentation.

Ensure solutions are supportable and scalable.

Develop and maintain standardized documentation.

Facilitate effective knowledge transfer to operations and support teams.

Support operational readiness and continuous improvement initiatives.

Telecom Strategy, Architecture & Vendor Management– Partner with the Telecom Architect to define, influence, and execute the telecom roadmap, standards, and vendor strategy.

Align telecom initiatives with business and technology objectives.

Evaluate emerging technologies and recommend improvements.

Support vendor relationships and solution governance activities.

Operational Support, Escalations & Technical Leadership– Serve as a senior technical resource for enterprise telecom operations.

Act as a primary Tier 3 escalation point within a 24x7 on-call rotation.

Drive rapid resolution of complex issues impacting Contact Center, Corporate, and Field telecom solutions.

Lead troubleshooting efforts across voice, carrier, SIP, SBC, and contact center environments.

Provide technical leadership, mentoring, and knowledge sharing for engineers and operational support teams.

Support major incident response and root cause analysis activities.

Bachelor's Degree Information Technology, Computer Science, Telecommunications, Engineering, or related field Preferred

7-10 years experience supporting enterprise telecommunications environments Required

Deep technical expertise in enterprise telecommunications, unified communications, contact center technologies, internet services, and networking environments.

Demonstrated experience serving as a telecom engineering lead within an enterprise environment.

Experience providing leadership for voice, SIP, SBC, carrier, and contact center operations.

Experience supporting SIP-based voice architectures, SIP trunks, and Session Border Controller (SBC) technologies.

Experience working with multiple monitoring systems and correlating data from various inputs to identify issues and drive timely resolution.

Strong troubleshooting methodology and problem-resolution skills.

User-level understanding and experience with Windows and Linux operating systems, network hardware and protocols, network storage systems, and Apache web servers.

Strong analytical, problem-solving, communication, and documentation skills.

Ability to work effectively in a dynamic operational environment with multiple priorities and stakeholders.

Effective communication skills with…