[Hiring] Junior Telecommunications Engineering Specialist @ITC Federal, Inc.

Role Description

ITC Federal is seeking a Journeyman Telecommunications Engineering Specialist to support the DHS ICE OSDSS program. This role will focus on providing daily operational support, troubleshooting, and problem tracking for the T-Metrics Contact Center as a Service (CCaaS) platform. The selected candidate will work closely with telecom engineers, system administrators, and program stakeholders to ensure reliable contact center operations and timely resolution of telecom and CCaaS-related incidents.

• Provide daily operational support and troubleshooting for the T-Metrics CCaaS platform supporting ICE contact center operations.
• Monitor system performance and investigate telecommunications and contact center service issues.
• Track, document, and manage telecom incidents, service requests, and problem tickets through the established ticketing system.
• Perform root cause analysis and troubleshooting of voice, contact center, and CCaaS-related issues.
• Coordinate with vendors, telecom engineers, and internal IT teams to resolve system outages and service disruptions.
• Assist with system configuration updates, call routing adjustments, and feature administration within the CCaaS platform.
• Maintain accurate documentation of troubleshooting steps, system changes, and operational procedures.
• Support telecom monitoring tools and reporting capabilities to identify trends and potential service improvements.
• Ensure compliance with change management procedures, security policies, and operational standards.
• Collaborate with stakeholders to improve contact center reliability, performance, and service delivery.
• Assist with testing and validation of telecom system updates, patches, and upgrades when required.

Qualifications

• Experience supporting enterprise telecommunications or contact center systems.
• Experience troubleshooting VoIP, CCaaS, or unified communications platforms.
• Familiarity with incident management and problem tracking processes.
• Strong analytical and troubleshooting skills in telecommunications environments.
• Ability to document issues, resolutions, and operational procedures clearly.
• Strong written and verbal communication skills.
• Experience working within enterprise IT operations or service delivery environments.
• Proficiency with Microsoft Office tools (Word, Excel, Outlook).

Requirements

• Candidate must obtain a DHS Public Trust clearance, which typically takes 4 to 6+ weeks to process. Clearance must be fully granted before starting on the program.

Benefits

• Health, Dental and Vision
• 401(k)
• Tuition Reimbursement
• Flexible Spending Account (FSA)
• 11 Paid Federal Holidays
• 3 weeks' Paid Time Off