Lead Telecommunications Engineer

Why UKG

At UKG, the work you do matters. The code you ship, the decisions you make, and the care you show a customer all add up to real impact. Tens of millions of workers start and end their days with our workforce operating platform, helping people get paid, grow in their careers, and shape the future of their industries. We never stop learning, challenging the norm, and celebrating wins along the way.

Here, you’ll get flexibility that’s real, benefits you can count on, and a team that succeeds together. Your work matters—and so do you.

The Lead Telecom Engineer is responsible for providing advanced technical and operational support around Telecommunications and Contact Center environment. Daily responsibilities include customer interaction, design, documentation, system admin, report analysis, implementation, and troubleshooting infrastructure and integrations.

• Support Telecom related needs and lead the design of Telephony architecture, integration, and installation, including hardware, software, access methods, and protocols.
• Participate in various telephony projects to continually improve or upgrade the telecommunications infrastructure.
• Design and manage inbound/outbound call routing traffic to the NICE CXone-in Contact Call Center.
• Design and manage monitoring platforms to capture telecom infrastructure health and performance to ensure network stability.
• Communicate and coordinate telecom downtime and service windows with Shared Services Teams.
• Coordinate third‑party maintenance for telecom hardware, software, and services.
• Maintain corporate compliance and risk with established standards and practices.
• Prepare and maintain telecom infrastructure documentation of topology, device/system configurations and dial‑plan.
• Maintain and update voice portals for carriers including call routes for DIDs and toll‑free numbers.

• 4–6 + years of experience with telecommunications network design, architecture, and support in UCaaS/CCaaS environments.
• 4–6 + years of hands‑on telephony experience in support of enterprise PBX/UCaaS systems with troubleshooting, analysis, and remediation of common issues (SBCs, SIP, VoIP).
• Well‑rounded administration of Contact Center application technologies (CCaaS) with experience in IVR/IVA Speech Recognition, scripting, virtual AI agents, call routing, workforce management, and call/screen recording.
• Experience with Contact Centers (on‑prem and cloud‑based) and integration with Salesforce/Service Now (CTI), WFM/WFO, APIs and reporting tools.
• Ability to participate in on‑call rotation.

• Knowledge and experience with SIP/RTP/WebRTC protocols.
• Experience with formal change management.
• Bachelor’s Degree in an IT‑related program or relevant experience.
• Ring Central and NICE CXone‑in Contact product experience and/or knowledge of key competitor offerings.
• Understanding of Agile methodologies, such as Kanban or Scrum.
• Demonstrated ability to implement, drive and track projects.
• Previous experience inspecting network traffic from a voice perspective.

UKG is the Workforce Operating Platform that puts workforce understanding to work. With the world's largest collection of workforce insights and people‑first AI, UKG’s expertise reveals unseen ways to build trust, amplify productivity, and empower talent. Learn more at

UKG is an equal‑opportunity employer. We evaluate qualified applicants without regard to race, color, disability, religion, sex, age, national origin, veteran status, genetic information, and other legally protected categories.

UKG participates in E‑Verify. The pay range for this position is $ to $. The actual base pay offered may vary depending on skills, experience, job‑related knowledge and work location. In addition to base pay, employees may be eligible to participate in a performance‑based bonus plan and to receive restricted stock unit awards as part of total compensation. Learn more about UKG’s benefits and rewards at