Senior Telecom Engineer

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. What You Will Do Telecom Platform Engineering & Support (25%) – Lead the engineering, configuration, optimization, and support of enterprise telecom platforms and services, including: Genesys Cloud Contact Center Xima Avaya Cloud Office (ACO) Voice infrastructure SIP-based communications IVR solutions Enterprise call routing solutions 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. Performs other duties as assigned. Complies with all policies and standards. What You Will Need Bachelor's Degree in Information Technology, Computer Science, Telecommunications, Engineering, or related field. Preferred 7–10 years experience supporting enterprise telecommunications environments. Required Experience & Technical Knowledge: 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. Required Skills & Competencies: 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 users, IT professionals, vendors, and leadership teams. Strong collaboration and stakeholder management capabilities. Ability to mentor team members and provide technical leadership. Ability to work independently and drive issues through resolution. Ability to participate in after-hours support and on-call rotations as required. What You Will Get Competitive weekly pay and bonus opportunities. 401(k) plan with company matching Medical coverage plans customized to suit your needs A commitment to work/life balance through our paid time off (PTO) programs, company holidays and paid volunteer days Up to $5,250 in tuition reimbursement per year Total job benefits valued at more than $10k* View all our health, wealth and life offerings at Expected Work Location (In Office) It is expected that you will primarily perform work at the Safelite Home Office (7400 Safelite Way, Columbus, OH 43235). You are required to work in the office at least 4 days a week. Changes to work location arrangements are subject to managerial approval and business needs. #LI-Onsite #LI-MH1 This job description in no way states or implies that these are the only duties to be performed by an employee occupying this position. Employees may be required to perform other related duties as assigned to ensure workload coverage. This job description does NOT constitute an employment agreement between the employer and employee and is subject to change by the employer as the organizational needs and requirements of the job change. This position description is not all inclusive for every aspect of this role. Reasonable accommodations will be made for individuals covered by ADA, ADEA, FMLA and other laws and regulations in accordance with their requirements. Physical and mental demands are not, and should not be construed to be job qualification standards, but are illustrated to help the employer, employee and/or applicant identify tasks where reasonable accommodations may need to be made when an otherwise qualified person is unable to perform the job’s essential duties because of an ADA disability. Other qualifications may be required to ensure employment eligibility in accordance with local laws, regulations and with Safelite Group, Inc. policies and practices. About Safelite Safelite® was founded in Wichita, Kansas in 1947. A leading service organization, the Safelite family of brands delivers our People Powered, Customer Driven experience to more than 11 million customers annually. Safelite® AutoGlass, the nation’s largest provider of vehicle glass repair, replacement and recalibration services, operates more than 700 stores and 7,900 MobileGlassShops™ across all 50 U.S. states, while Safelite® Solutions provides property and casualty claims management services to more than 175 insurance and fleet clients. All of this is supported through our technology-forward supply chain and corporate services. We're People Powered: Our people come first. We care about your well-being and we'll give you what you need to have a happy work/life. We're good at what we do: we're proud of our 88% Net Promoter Score (NPS). We're big: We're owned by Belron®, the world's largest vehicle glass company, spanning 40 countries across 6 continents. We're trustworthy: We provide coverage to all U.S. drivers in all 50 states. We give back: Community service is important to us - we've even recycled 107K+ tons of glass to date. We're diverse: Safelite welcomes everyone. We value our diverse workforce and suppliers, and we're proud to be an equal opportunity employer. We don't discriminate on the basis of any characteristic protected by law, nor do we tolerate discrimination or harassment against our associates and clients. Accessibility & Privacy Accessibility: Upon request and consistent with applicable laws, Safelite will provide reasonable accommodations to individuals who need assistance in the application/hiring process. Privacy: To review and consider your application, Safelite collects personal information. To understand what is collected and why, carefully review the Applicant Privacy Notice presented during your online application and/or review our Applicant Privacy Policy and Terms of Use. Health and Safety To ensure a safe working environment and protect the community at large, depending on the position, Safelite may require pre-employment screenings, including background checks and/or drug screenings, attestation of COVID-19 vaccination status, and precautions against COVID-19 in select work settings, subject to all applicable local, state and federal laws. Safelite will grant reasonable accommodations that do not cause an undue hardship to the business to legally entitled associates. Note: The contact methods provided are exclusively for accessibility and vendor management requests. All other outreach to these contacts will not be responded to. You trust us with more than your vehicle glass - you also share your personal information with us. We're committed to honoring that trust. Browse our privacy practices that detail your rights and the ways we look out for you. #J-18808-Ljbffr Safelite Group