Telecommunications Technical Solutions Engineer

It’s your time, make it matter.

At Peterson, we partner with our customers to build the future. For over 85 years, our peoples’ work has shaped the communities where we live, where we raise our families, and where we thrive. Peterson’s legacy permeates every aspect of our communities. From roads and bridges, back-up power at hospitals, fire-fighting, concerts and moving goods; we are everywhere you look. At Peterson, you don’t just have a career, you have a purpose.

Our family-oriented environment is built on safety, winning, growth, and professional achievement. Hiring and developing exceptional people is critical to our continued success. We have high standards for a good reason: our people represent Peterson, our family, our brand, and our values.

You have high expectations too. You are exceptionally motivated, have outstanding skills, and want your work to matter.  Peterson offers competitive wages, generous benefits, and promotional opportunities at a family-owned and operated business. It’s time to use your skills and passion to do work that matters!

Job Description

SUMMARY

The Telecommunications Technical Solutions Engineer ensures seamless infrastructure, implements cost-effective solutions, and champions technological advancements of Peterson’s telecommunications systems and networks to support business operations and customer interactions. This position oversees carrier relationships, call routing, and Voice over IP (VoIP) systems while managing departmental budgets and optimizing communication costs.

ESSENTIAL JOB FUNCTIONS

The following reflects management’s definition of essential functions for this job but does not restrict the tasks that may be assigned. Management may assign or reassign the functions to this job at any time due to reasonable accommodation or other reasons. Job functions include the following. Other duties may be assigned.

• Oversee the design, implementation, and maintenance of voice telecommunications networks.

• Configure and optimize call center operations, including call flows and routing strategies.

• Manage the integration of contact center software with company systems, including Salesforce, to streamline operations.

• Ensure uninterrupted access to all voice telecommunication features including voicemail and automatic call distribution (ACD).

• Maintain and improve VoIP systems for communication.

• Manage third-party telecommunication project teams by setting expectations, monitoring progress, ensuring quality deliverables, and facilitating communication between stakeholders to achieve project goals within budget and timeline constraints.

• Compile analytics and reports for phone systems and contact center performance.

• Analyze and identify ways to enhance company telecommunication policies and streamline company telecommunications processes.

• Monitor and actively manage departmental expenses; identify ways to reduce spend and optimize costs related to telecommunications and phone services while ensuring compliance with company policies and service agreements.

• Oversee relationships with telecommunications carriers and service providers; Select and negotiate contracts to secure optimal services and pricing; Maintain detailed records of contracts, renewals, and vendor agreements.

• Perform administrative tasks related to active telecommunication accounts, including invoice processing and expense tracking. Ensure accurate billing, dispute resolution, and cost optimization by monitoring account usage and service charges.

• Assess and plan for emerging technologies, such as AI-driven chatbots and virtual agents.

• Travel away from base location up to 20% of the time to troubleshoot telecommunications issues, evaluate improvements, support new store setups, and as directed to perform essential job functions.

• Maintain regular, punctual, and predictable attendance

QUALIFICATIONS

Bachelor's Degree from a fully accredited college in Information Technology or other closely related field; and a minimum of five (5) years of directly related experience in telecommunications management, preferably in a heavy industrial environment; or an equivalent combination of education and work experience.

• 2+ years’ experience configuring call queues & call trees for an enterprise required

• Experience with conferencing/audioconferencing software required

• Experience with phone system integration preferred

• Power BI experience preferred

• Teams Phone & Five9 administration experience preferred

• Proficiency in VoIP systems and telecommunication software

• Experience with CRM integrations (preferably Salesforce)

• Strong knowledge of call routing software and contact center platforms

• Competency in data analytics tools for reporting and performance tracking

• Familiarity with AI-driven communication tools and chatbot technologies

CERTIFICATES, LICENSES, REGISTRATIONS

• Maintain a valid driver’s license and satisfactory driving record

The pay range for this position is: $100,000-120,000 annually. We also offer a total compensation package in addition to base salary. 

Peterson Holding Company is committed to equal employment opportunity and affirmative action. Minorities, females, veterans, and individuals with disabilities are encouraged to apply. A drug screen and background check is required.