Sr. Telecommunications Engineer (100% Remote)

Position Summary  The Senior Telecommunications Engineer designs, implements, and leads the ongoing operation of carrier-grade telecommunications systems that underpin ClearCaptions’ real-time communications services (voice and associated multimedia). This role owns telecom connectivity and interoperability across carriers and platforms, with a strong focus on SIP signaling, media quality (RTP), SBC configuration, routing, resiliency, and operational readiness.  This is a senior, hands-on role responsible for complex problem solving, technical direction, and improvements that reduce incident frequency and improve service performance across both VoIP and PSTN interconnects.   This is a Remote/Work from Home position reporting to the Senior Manager, Technology Operations & Reliability.    What You Will Do  Carrier, Interconnect, and Routing (Ownership)  Lead design and operation of telecom connectivity including SIP trunking, peering, failover, and routing policies across VoIP and PSTN-connected services.  Own carrier/vendor technical relationships for turn-ups, migrations, escalations, outage management, and postmortems.  Manage numbering and routing components where applicable (DID inventory, routing patterns, and DNS/ENUM/NAPTR-related behaviors).  Drive improvements for carrier feature interactions impacting customer experience (call treatment, failover behaviors, routing edge cases).  IMS Platform Support (Operations & Reliability)  Support IMS-aligned call/session control and interoperability, partnering with Architecture/Engineering/vendors for changes impacting session control and routing behavior.  Troubleshoot IMS-related signaling and service issues spanning IMS call flows, subscriber/service dependencies, and interconnect boundaries.  Support IMS-adjacent integrations such as SBC edge behaviors and operational telemetry requirements tied to service KPIs/SLOs.  Establish and maintain operational standards for IMS-related changes, including runbooks, escalation paths, test plans, and change validation.  SBC / Signaling / Media Engineering (Expert-Level)  Serve as SME for Session Border Controllers (SBCs): security, normalization, NAT traversal, fraud controls, and multi-vendor interoperability.  Troubleshoot end-to-end call paths spanning VoIP and PSTN, including carrier handoffs, signaling normalization, codec/media interworking, and complex one-way/no-audio scenarios.  Establish standards and repeatable methods for SIP/SDP/RTP troubleshooting, quality analysis, and remediation.  Improve call quality through QoS practices, jitter/loss analysis, packet captures, proactive tuning, and performance baselining.  Reliability Engineering, Observability, and Incident Leadership  Partner with SRE/Operations to define and mature monitoring, alerting, dashboards, SLOs, and runbooks for telecom services.  Lead or coordinate major incident response for telecom-related outages, including rapid triage, stabilization, and cross-team communication.  Drive RCAs and corrective/preventative actions with measurable outcomes (fault reduction, MTTR reduction, quality improvements).  Lead reliability initiatives: redundancy design, capacity planning, load/performance testing, DR validation, and change-risk reduction.  Security and Compliance Support  Implement and validate secure signaling and media (TLS, SRTP) and boundary protections aligned to security policies.  Support regulatory and accessibility requirements relevant to telecom services (e.g., E911 and RTT considerations where applicable).  Automation, Documentation, and Technical Leadership  Build/guide automation for operational tasks (routing updates, health checks, regression test calls, config validation, reporting).  Create and maintain clear documentation for architectures, configurations, troubleshooting procedures, and vendor/carrier handoffs.  Mentor engineers and raise team capability through knowledge transfer, reviews, and operational best practices.    Qualifications  Bachelor’s degree in a Telecommunications systems, Information Technology or related field   7+ years’ experience supporting telecommunications/VoIP environments (service provider, UCaaS, contact center, or similar), including ownership of production systems.  Expert knowledge of SIP, SDP, RTP and structured, repeatable troubleshooting methodologies.  Demonstrated experience working with both PSTN and VoIP technologies, including interconnect and interoperability scenarios (e.g., SIP trunking to PSTN gateways, PRI/SS7/SIGTRAN environments, numbering/routing, and call treatment behavior).  Experience with SBCs (Ribbon, Oracle/Acme Packet, AudioCodes, or similar) including complex normalization/interoperability scenarios.  Working knowledge of telecom-adjacent protocols/technologies as applicable: Diameter, SS7/SIGTRAN, DNS/ENUM, TLS/SRTP.  Solid understanding of PSTN concepts such as DIDs, CNAM, LNP, call routing, and carrier handoff troubleshooting.  Strong networking fundamentals (OSI model, routing basics, QoS/traffic classification).  Linux proficiency (bash, logs, packet tools) and comfort with troubleshooting toolsets (Wireshark, sngrep, Homer/HEP).  Excellent verbal and written communication skills, presentation, and problem-solving skills.  Self-starter with strong organizational and time management skills, self-directed and able to handle multiple priorities with demanding timeframes.  Ability to work collaboratively with colleagues and staff to create a high-quality results-driven, team-oriented environment.  Preferred: Cloud networking experience (AWS), containers/orchestration (Docker/Kubernetes), and infrastructure-as-code (Terraform/Ansible).  Demonstrated ability to use discretion, make sound decisions, and maintain confidentiality.  100% Remote: Work-from-home environment with collaboration via modern virtual tools.  Reliable and predictable attendance.  Travel: Up to 10% as needed for vendor/carrier meetings, integrations, or key operational activities.  On-Call: This position may require on-call responsibilities, including occasional after-hours, weekend, and holiday coverage depending on business needs and incident severity.