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ClearCaptions LLC logo
ClearCaptions LLC

ClearCaptions was founded in 2011 with a driving force to serve the hard-of-hearing to enable them to communicate again after they lose the ability to use the telephone. Since our inception, we have existed for one purpose, to improve the lives of our customers. Enabling communication is our passion. We believe in providing the highest levels of service and products to our customers. Our goal is to change lives by re-enabling social connections and independence through using the telephone today and through other services in the future. We are a technology service company that utilizes groundbreaking automatic speech recognition, human captioning, product development, and customer center marketing, sales, and service to deliver easy-to-use products to our mostly senior customer base. As a Federal Communications Commission (FCC) – certified telephone captioning provider, ClearCaptions follows the highest industry standards for privacy, security, and professionalism on all calls.

Sr. Telecommunications Engineer

CommunicationsCommunicationsOtherRemoteTeam 501-1,000

Location

United States

Posted

93 days ago

Salary

0

No structured requirement data.

Job Description

Sr. Telecommunications Engineer

ClearCaptions LLC

Since our founding in 2011, our mission has been to improve the lives of seniors and their caregivers. We are deeply passionate about communication and committed to becoming the foremost provider of services and solutions that enable seniors to lead more meaningful and independent lives. We also understand the power of connection and the profound impact it has on the lives of individuals who are hard-of-hearing. By utilizing enhanced automatic speech recognition, human captioning, and innovative product development, we deliver easy-to-use, cutting-edge technology to our primarily senior customer base. Our near real-time phone captioning technology allows individuals with hearing loss to see what callers are saying, enabling them to regain their connection to the world. ClearCaptions is a Federal Communications Commission (FCC)-certified telephone captioning provider, adhering to the highest industry standards of privacy, security, and professionalism. We recognize the importance of maintaining the trust and confidence of our customers, and we continually strive to exceed their expectations. For more information about our services please visit clearcaptions.com. The kind of people we look for: - Versatile people who thrive on variety and challenge - Excited about working in a fast-paced environment. - Innate problem solvers who want to grow in a flexible, collaborative culture. - Takes initiative, pushes boundaries, motivated to innovate. - Individuals with a growth mindset who want to use their learning and relationship-building skills. - Align with our company core values: Integrity, Accountability, Collaboration, Service and Quality. 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. Compensation: $129,000 - $142,000 plus 5% determined by competitive market analysis and internal equity considerations. Final compensation will be based on the candidate’s qualifications, experience, and business needs. For details on our comprehensive benefits program, visit www.clearcaptions.com/careers to explore our total rewards package. Intrigued to learn more? When you apply for this role, your information will be personally reviewed by our talent acquisition team (not by a robot). You can expect to hear back from us if we think there could be a fit and what next steps look like. ClearCaptions is an equal opportunity employer committed to inclusion and diversity. All employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics. Disclaimer: The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job. ClearCaptions does not offer sponsorship for work authorization. Candidates must be authorized to work for any employer in the US without a current or future need for Visa sponsorship.

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