Job Description & Details
This is a heavy-duty infrastructure gig where you are stepping in to keep mission-critical call centers running across multiple locations and international borders. You aren't just pushing configs here; you are owning the entire uptime puzzle for hundreds of agents who depend on flawless routing every second. If you like high-stakes environments where telecom and data center health directly dictate business revenue, this role will keep you on your toes.
What You'll Actually Be Doing
Your day-to-day will be a mix of deep-dive troubleshooting and vendor orchestration. You will manage complex Avaya routing, SIP trunk integrations, and keep an eye on hardware ranging from core switches to firewalls across data centers. Expect to juggle carrier relationships, squeeze quotes out of vendors for infrastructure upgrades, and occasionally jump on emergency calls when a circuit drops or a PRI goes dark. You will also coordinate closely with the CIO and Dialer teams to make sure new tech roadmaps actually align with physical layer realities.
The Core Tech Stack
To survive here, you need serious battle scars in networking and enterprise telephony. You must know Cisco and Juniper inside and out—routers, switches, and firewalls are your bread and butter. Deep, hands-on experience with SIP, VoIP, session border controllers, and VPNs is non-negotiable since you're supporting blended call center agents. On top of that, you need physical data center literacy: power distribution, cooling, structured cabling, and environmental controls are all part of your domain.
Interview Expectations
When you sit down with the engineering leadership, expect them to test your incident management under pressure. They will likely ask you to walk through a scenario where a high-volume call center loses external SIP connectivity during peak hours, diving straight into how you isolate the bottleneck between the carrier, the SBC, and the internal PBX. They are secretly testing your diagnostic methodology and calmness during chaos. Another favorite will be asking how you balance enterprise hardware lifecycle management with strict budget constraints when negotiating with stubborn telecom vendors.
Application Advice
Make sure your resume doesn't read like a generic IT helpdesk ticket. You need to prominently feature your 15+ years of large-scale call center experience right at the top. Explicitly drop keywords like Cisco, Juniper, SIP/VOIP, Session Border Controller, Avaya, and data center facilities management. The ATS is tuned to sniff out enterprise telecom and routing credentials, so highlight metrics around uptime, vendor cost-savings, and large infrastructure deployments to immediately catch the recruiter's eye.