IT Engineer; Voice, Network, Systems & CCaaS

IT Engineer (Voice, Network, Systems & CCaaS) page is loaded## IT Engineer (Voice, Network, Systems & CCaaS) locations:
Downers Grove ILtime type:
Full time posted on:
Posted Yesterday job requisition : R0002224IT is the operational backbone  operate a high-reliability logistics network where real-time communication, system uptime, and contact center performance are critical. When voice systems fail or the contact center degrades, operations slow down immediately.

This role exists to ensure that doesn't happen.

We are looking for a hands-on, high-ownership engineer who can operate across voice, network, and CCaaS platforms - someone who can design, stabilize, and evolve systems, not just support them.

This is not a ticket-driven role. This is a role for someone who wants to own outcomes.#
** What you'll do**####
** 1. Lead voice platform evolution
*** Own and support Cisco voice environment (CUCM, Unity, Jabber)
* Drive execution of the Cisco | Microsoft Teams voice migration
* Ensure call quality, reliability, and scalability across the enterprise
* Troubleshoot complex voice issues across network, carrier, and platform layers####
** 2. Own and scale CCaaS platform (Five9, Zoom, Nice)
*** Act as a core technical owner for our CCaaS initiative
* Lead stabilization and optimization of the current CCaaS (Five9) environment and future Zoom or Nice post-deployment
* Design and improve call flows, routing logic, and agent experience
* Support integrations (SSO, voice routing, APIs, backend systems)
* Partner with business stakeholders to translate operational needs into technical solutions####
** 3. Operate across network and connectivity layers
*** Work across network paths (LAN/WAN, SD-WAN, ISP, SASE) to ensure reliable voice and CCaaS performance
* Identify and resolve latency, jitter, and routing issues impacting real-time systems
* Partner with network engineering to improve resilience and performance####
** 4. Build stability and eliminate recurring issues
*** Identify systemic issues and eliminate root causes
* Drive automation and operational improvements
* Improve monitoring, alerting, and observability across platforms
* Move environments from reactive support to predictable, stable operations####
** 5. Contribute to secure and scalable infrastructure
*** Support security initiatives (identity, endpoint, monitoring)
* Ensure platforms are aligned with security and compliance requirements
* Design with long-term scalability in mind#
** What you bring**####
** Must-haves (non-negotiable)
*** Proven experience owning voice and CCaaS platforms - not just supporting them
* Hands-on experience with Cisco UC (CUCM) and Microsoft Teams Voice
* Experience with contact center platforms
* Strong understanding of network fundamentals impacting real-time traffic (latency, QoS, routing)
* Ability to troubleshoot across multiple layers (endpoint | network | platform | carrier)
* Experience supporting or participating in platform migrations or transformations####
** Nice-to-haves (differentiators)
*** Experience with Direct Routing, SIP, CUBE, or carrier integrations
* Exposure to SASE / SD-WAN (e.g., Cato)
* Experience integrating CCaaS with CRM or backend systems
* Scripting/automation experience (Power Shell, APIs)
* Experience improving monitoring/observability (Solar Winds or similar)#
** How you operate
*** You take ownership and drive issues to resolution
* You think in systems, not tickets
* You are comfortable operating across multiple domains
* You challenge the status quo and simplify complexity
* You communicate clearly with both technical and business teams
* You prioritize stability, scalability, and long-term outcomes#
** About Roadrunner
** We're not just moving freight; we're reimagining long-haul shipping. Our Smart Network(TM) offers more direct long-haul metro-to-metro routes than any other nationwide LTL carrier in the United States, with service extending into Canada and Mexico and terminals across 40+ metro markets. Powered by AI and machine learning, our operations platform ensures real-time tracking, custodial control, and full shipment visibility. With driver teams executing over-the-road (OTR) moves - and no…