IT Engineer; Voice, Network, Systems & CCaaS

Position: IT Engineer (Voice, Network, Systems & CCaaS)
IT 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 do1. 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
   Compensation & Setup $100,000 –$110,000 per year Hybrid (Downers Grove, IL)
Full benefits package including medical, dental, vision, 401(k), PTO.Physical Demands and Work Environment The physical demands and work environment described here are representative of those an employee encounters while performing the essential functions of this position. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential…