What are the responsibilities and job description for the Senior Telecom Engineer position at Piper Companies?
Piper Companies is looking for a Senior Telecom Engineer to join a thriving insurance company. This is a hybrid position and requires the candidate to be onsite 3 days a week.
Essential Duties of the Senior Telecom Engineer:
VoIP, Voice over IP, SIP, Session Initiation Protocol, SIP trunking, SIP URI, SIP headers, SIP INVITE, SIP REGISTER, SIP OPTIONS, SIP REFER, SIP INFO, SIP re-INVITE, SIP dialog, SIP proxy, SIP registrar, SIP redirect server, SIP user agent (UA), user agent client (UAC), user agent server (UAS), RTP, Real-time Transport Protocol, RTCP, SRTP, media streams, codecs, G.711, G.729, G.722, Opus codec, codec negotiation, transcoding, packetization, jitter buffer, latency, packet loss, MOS score, QoS, DiffServ, DSCP markings, VLAN tagging for voice, voice VLAN, PoE (Power over Ethernet), IP telephony, softphones, IP phones, call sessions, media gateways, voice gateways, PSTN integration, TDM to IP migration, PRI, BRI, E1, T1, CAS signaling, SS7, ISDN signaling, MGCP, H.323, H.248/Megaco
Call routing, dial plans, digit manipulation, number normalization, E.164 numbering, least cost routing (LCR), call routing tables, routing logic, route patterns, translation rules, route groups, route lists, digit stripping, prefixing, call forwarding, call transfer, call park, call pickup, hunt groups, call queues, time-of-day routing, least route preference, failover routing, alternate routing, route redundancy, inbound routing, outbound routing, DID mapping, direct inward dialing, ANI, caller ID, CLID, DNIS, call screening, toll fraud prevention, blacklisting, whitelisting, emergency dialing (E911), location-based routing, geo-routing, ENUM, number portability (LNP), CNAM lookup
Dial plans, numbering plans, extension dialing, site codes, private numbering plans, inter-site dialing, digit analysis, digit collection, dial peers, route maps, voice translation profiles, normalization rules, digit transformation, global dial plan, enterprise dial plan, overlapping dial plans, abbreviated dialing, speed dial, call admission control (CAC), bandwidth management, location-based CAC
Session Border Controller (SBC), SBC deployment, edge SBC, core SBC, hosted SBC, cloud SBC, SIP normalization in SBC, SIP interworking, NAT traversal, firewall traversal, topology hiding, signaling security, media anchoring, DoS/DDoS protection, SBC high availability, active-active SBC, failover clustering, load balancing, SIP TLS, secure RTP (SRTP), encryption, certificate management, signaling inspection, media proxy, QoS enforcement on SBC, SIP interoperability, interconnect agreements, carrier peering, SIP trunk providers, SBC policy control
Contact center technologies, ACD (Automatic Call Distributor), IVR (Interactive Voice Response), speech recognition, text-to-speech (TTS), CTI (Computer Telephony Integration), omnichannel routing, multichannel contact center, call center platforms, CCaaS (Contact Center as a Service), cloud contact center, workforce management (WFM), workforce optimization (WFO), call recording, screen recording, call monitoring, quality management (QM), speech analytics, sentiment analysis, agent desktop, CRM integration, ticketing integration, case management, customer journey orchestration, skills-based routing, queue management, call blending, outbound dialers, predictive dialer, progressive dialer, preview dialer, campaign management, real-time reporting, historical reporting, service levels, ASA (average speed of answer), abandon rate, occupancy rate, adherence, shrinkage, SLA performance, CX (customer experience), omnichannel engagement (voice, chat, email, SMS, social), chatbot integration, AI virtual agents, conversational AI, escalation workflows, callback queuing, voicemail management
Advanced telecom / operations terms, VoIP monitoring, call trace, SIP ladder diagrams, packet capture (PCAP), Wireshark analysis, SIP debugging, RTP analysis, network troubleshooting, jitter analysis, QoE (Quality of Experience), SLA metrics, uptime monitoring, redundancy planning, geo-redundancy, disaster recovery (DR), high availability (HA), carrier interoperability, peering agreements, trunk capacity planning, session capacity, CPS (calls per second), concurrency limits, licensing models, provisioning, auto-provisioning, zero-touch deployment, device management, firmware management, endpoint provisioning, security compliance, STIR/SHAKEN, robocall mitigation, fraud detection, billing mediation, CDR (Call Detail Records), usage analytics, telecom expense management (TEM), cloud UC (Unified Communications), UCaaS, Microsoft Teams Direct Routing, Operator Connect, Zoom Phone, Cisco CUCM, Cisco CUBE, Avaya Aura, Genesys Cloud, NICE CXone, Five9, Twilio, Amazon Connect, API-based telephony, WebRTC, browser calling, real-time communications APIs
Essential Duties of the Senior Telecom Engineer:
- Own the telecom and contact center platform strategy, architecture, and lifecycle aligned to enterprise growth and customer experience objectives
- Lead telecom and contact center transformation initiatives, owning architecture, technical design, and execution approach for major platform changes working closely with the project manager
- Design future-state call routing, dial plan, IVR, and contact center capabilities that improve self-service, agent efficiency, and customer experience outcomes
- Architect and manage SIP, SBC, carrier connectivity, and number lifecycle (DID provisioning, porting, inventory governance, and decommissioning) to support modernization and cost optimization
- Lead the design and implementation of AI-enabled capabilities within UCaaS and CCaaS platforms to improve customer experience, agent efficiency, and operational insight
- Bachelor's degree preferred but not required
- 7–10 years of experience supporting enterprise telephony and unified communications platforms
- Experience in design and deploy AI features from telecom vendors and cloud providers (e.g., CCaaS native AI, cloud AI services) as part of platform modernization initiatives
- Strong knowledge of VoIP/SIP, call routing, dial plans, SBCs, and contact center technologies, with experience modernizing legacy voice environments
- Experience delivering modern UCaaS (MS Teams) and CCaaS solutions (selection, integration, migration, and cutover), plus enterprise carrier services and number management
- $150,000 - $170,000 (based on experience)
- Comprehensive benefit package; Cigna Medical, Cigna Dental, Vision, 401k w/ ADP, PTO, paid holidays, sick Leave as required by law
VoIP, Voice over IP, SIP, Session Initiation Protocol, SIP trunking, SIP URI, SIP headers, SIP INVITE, SIP REGISTER, SIP OPTIONS, SIP REFER, SIP INFO, SIP re-INVITE, SIP dialog, SIP proxy, SIP registrar, SIP redirect server, SIP user agent (UA), user agent client (UAC), user agent server (UAS), RTP, Real-time Transport Protocol, RTCP, SRTP, media streams, codecs, G.711, G.729, G.722, Opus codec, codec negotiation, transcoding, packetization, jitter buffer, latency, packet loss, MOS score, QoS, DiffServ, DSCP markings, VLAN tagging for voice, voice VLAN, PoE (Power over Ethernet), IP telephony, softphones, IP phones, call sessions, media gateways, voice gateways, PSTN integration, TDM to IP migration, PRI, BRI, E1, T1, CAS signaling, SS7, ISDN signaling, MGCP, H.323, H.248/Megaco
Call routing, dial plans, digit manipulation, number normalization, E.164 numbering, least cost routing (LCR), call routing tables, routing logic, route patterns, translation rules, route groups, route lists, digit stripping, prefixing, call forwarding, call transfer, call park, call pickup, hunt groups, call queues, time-of-day routing, least route preference, failover routing, alternate routing, route redundancy, inbound routing, outbound routing, DID mapping, direct inward dialing, ANI, caller ID, CLID, DNIS, call screening, toll fraud prevention, blacklisting, whitelisting, emergency dialing (E911), location-based routing, geo-routing, ENUM, number portability (LNP), CNAM lookup
Dial plans, numbering plans, extension dialing, site codes, private numbering plans, inter-site dialing, digit analysis, digit collection, dial peers, route maps, voice translation profiles, normalization rules, digit transformation, global dial plan, enterprise dial plan, overlapping dial plans, abbreviated dialing, speed dial, call admission control (CAC), bandwidth management, location-based CAC
Session Border Controller (SBC), SBC deployment, edge SBC, core SBC, hosted SBC, cloud SBC, SIP normalization in SBC, SIP interworking, NAT traversal, firewall traversal, topology hiding, signaling security, media anchoring, DoS/DDoS protection, SBC high availability, active-active SBC, failover clustering, load balancing, SIP TLS, secure RTP (SRTP), encryption, certificate management, signaling inspection, media proxy, QoS enforcement on SBC, SIP interoperability, interconnect agreements, carrier peering, SIP trunk providers, SBC policy control
Contact center technologies, ACD (Automatic Call Distributor), IVR (Interactive Voice Response), speech recognition, text-to-speech (TTS), CTI (Computer Telephony Integration), omnichannel routing, multichannel contact center, call center platforms, CCaaS (Contact Center as a Service), cloud contact center, workforce management (WFM), workforce optimization (WFO), call recording, screen recording, call monitoring, quality management (QM), speech analytics, sentiment analysis, agent desktop, CRM integration, ticketing integration, case management, customer journey orchestration, skills-based routing, queue management, call blending, outbound dialers, predictive dialer, progressive dialer, preview dialer, campaign management, real-time reporting, historical reporting, service levels, ASA (average speed of answer), abandon rate, occupancy rate, adherence, shrinkage, SLA performance, CX (customer experience), omnichannel engagement (voice, chat, email, SMS, social), chatbot integration, AI virtual agents, conversational AI, escalation workflows, callback queuing, voicemail management
Advanced telecom / operations terms, VoIP monitoring, call trace, SIP ladder diagrams, packet capture (PCAP), Wireshark analysis, SIP debugging, RTP analysis, network troubleshooting, jitter analysis, QoE (Quality of Experience), SLA metrics, uptime monitoring, redundancy planning, geo-redundancy, disaster recovery (DR), high availability (HA), carrier interoperability, peering agreements, trunk capacity planning, session capacity, CPS (calls per second), concurrency limits, licensing models, provisioning, auto-provisioning, zero-touch deployment, device management, firmware management, endpoint provisioning, security compliance, STIR/SHAKEN, robocall mitigation, fraud detection, billing mediation, CDR (Call Detail Records), usage analytics, telecom expense management (TEM), cloud UC (Unified Communications), UCaaS, Microsoft Teams Direct Routing, Operator Connect, Zoom Phone, Cisco CUCM, Cisco CUBE, Avaya Aura, Genesys Cloud, NICE CXone, Five9, Twilio, Amazon Connect, API-based telephony, WebRTC, browser calling, real-time communications APIs
Salary : $150,000 - $170,000