Telecommunications Principal Engineer

Attract, develop & engage a world-class workforce

For more than 30 years, TTEC has anticipated customer needs and stayed ahead of consumer demands. As the leading global provider of technology-enabled customer experience solutions, TTEC designs, enables, manages, and grows superior customer experiences that drive shareholder value. Simply put, we help companies grow the value of their business by growing the value of their customer base. From design to delivery, our comprehensive solutions create value across the entire customer life cycle with industry-specific services.

Our Capabilities Include

·Design: Customer Strategy Services

·Enable: Customer Technology Services

·Manage: Customer Management Services

·Grow: Customer Growth Services

The Telecommunications Principal Engineer is responsible for the engineering, design, deployment, management, and support of the TTEC DCX SIP and carrier infrastructure. This role provides hands-on technical ownership for Ribbon (formerly Sonus) applications, SIP and TDM carrier infrastructure, carrier optimization, client launch support, incident resolution, vendor coordination, documentation, monitoring requirements, automation initiatives, and the appropriate implementation of AI-enabled tools to improve operational efficiency, troubleshooting, documentation, monitoring, and support outcomes. The successful candidate brings strong voice engineering expertise, operational discipline, and the ability to partner across support teams, vendors, project delivery teams, and business stakeholders to deliver reliable, cost-effective, and scalable voice infrastructure services.

·Ribbon / Sonus session border controller platforms and related management applications

·SIP and TDM carrier infrastructure, including SIP, T1, E1, DS3, and ONS

·Voice protocols, routing, codecs, monitoring, packet analysis, and virtualization platforms

·Carrier optimization, customer migrations, new client launches, operational support, and automation

·Implement appropriate AI-enabled productivity, engineering, monitoring, and automation capabilities to improve troubleshooting, documentation, operational analysis, service visibility, and support efficiency in accordance with company security and data governance policies.

·Validate voice infrastructure builds for cost savings and drive circuit and carrier optimization projects to meet cost objectives.

·Support new client launches by engineering, deploying, validating, and supporting SIP and carrier infrastructure requirements.

·Plan and execute carrier-to-carrier customer migrations while minimizing risk and service disruption.

·Serve as a technical leader for incidents, including diagnosis, escalation support, vendor coordination, and identification of the most effective path to outage resolution.

·Provide engineering guidance and support to Level 2 associates, cross-functional teams, and vendors.

·Lead or participate in testing new tools and developing operational requirements for monitoring and service visibility.

·Coordinate testing of installed voice solutions with customer applications and project delivery teams.

·Perform vendor interaction, service reviews, and ongoing platform maintenance activities.

·Support audit and compliance efforts, including risk review, documentation readiness, and operational control validation.

·Develop and maintain accurate procedures, runbooks, standards, and operational documentation.

·Review project documentation from project delivery teams to ensure operational readiness and supportability.

·Drive automation initiatives that improve system maintenance, operational consistency, reporting, and support efficiency.

·Participate in an on-call rotation and provide after-hours support, including non-business hours, as required to support business-critical services.

Basic Qualifications

·BA/BS degree in Telecommunications, Computer Science, Information Systems, Engineering, or a related field.

·10+ years of hands-on experience supporting SIP, TDM, carrier infrastructure, and enterprise voice platforms.

·Experience engineering, deploying, managing, and supporting Ribbon (formerly Sonus) products.

·Experience with Ribbon 5200/5400 Session Border Controllers.

·Experience with Policy and Translation Services (PSX) and Embedded Management Applications (EMA).

·Experience with NetScore, Ribbon Protect, NetScout, Wireshark, or similar voice monitoring and analysis tools.

·Strong understanding of SIP/TDM carrier infrastructure, including SIP, T1, E1, DS3, and ONS.

·Working knowledge of voice and network protocols, including SIP, H.323, QoS, DHCP, SNMP, SS7, ISUP, ISDN/PRI, OSPF, BGP, and EIGRP.

·Working knowledge of voice codecs, including G.729, G.711, and OPUS.

·Experience with VMware platforms, including VMware ESXi, vSphere, and vCenter.

·Ability to participate in an on-call rotation and support services during non-business hours.

·Strong troubleshooting, documentation, communication, vendor coordination, and cross-functional collaboration skills.

Preferred Qualifications

·Relevant industry certifications are a plus, including telecommunications, networking, cloud, security, virtualization, or vendor-specific voice platform certifications.

·Experience with cloud platforms such as Azure or AWS.

·Experience with CounterPath technologies, including BRIA, Stretto, and licensing.

·Experience with BroadSoft / BroadWorks platforms.

·Experience with Cisco core or edge routing, switching applications, hardware, and SIP/TDM gateways.

·Experience with ACME Session Border Controller and Translation Services.

·Experience with call control platforms such as Cisco Call Manager, Call Manager Express, Avaya Communication Manager, or Avaya Session Manager.

·Experience using automation to improve voice infrastructure maintenance, monitoring, reporting, and operational support.

·Experience evaluating and implementing appropriate AI-enabled tools or workflows to support telecommunications engineering, monitoring, automation, documentation, and operational support while following company security and data governance policies.

What Sets You Apart

·Strong ownership of complex SIP and carrier infrastructure issues, with the ability to drive problems through resolution across internal teams and external vendors.

·Ability to balance technical reliability, operational readiness, cost optimization, and customer-impact considerations when designing or changing voice infrastructure.

·Forward-thinking approach to monitoring, automation, audit readiness, documentation, and operational maturity.

·Collaborative engineering mindset with the ability to support Level 2 teams, project delivery teams, vendors, and business stakeholders.

·High degree of reliability, follow-through, and comfort supporting business-critical services in a global contact center environment.