IT Engineer (Voice, Network, Systems & CCaaS)

WHY THIS ROLE EXISTS IT is the operational backbone at Roadrunner. We operate a high-reliability logistics network where real-time communication, system uptime, and contact center performance are critical. When voice systems fail or the contact center degrades, operations slow down immediately. This role exists to ensure that doesnt happen. We are looking for a hands-on, high-ownership engineer who can operate across voice, network, and CCaaS platformssomeone who can design, stabilize, and evolve systems, not just support them. This is not a ticket-driven role. This is a role for someone who wants to own outcomes. What youll do 1. Lead voice platform evolution Own and support Cisco voice environment (CUCM, Unity, Jabber) Drive execution of the Cisco Microsoft Teams voice migration Ensure call quality, reliability, and scalability across the enterprise Troubleshoot complex voice issues across network, carrier, and platform layers 2. Own and scale CCaaS platform (Five9, Zoom, Nice) Act as a core technical owner for our CCaaS initiative Lead stabilization and optimization of the current CCaaS (Five9) environment and future Zoom or Nice post-deployment Design and improve call flows, routing logic, and agent experience Support integrations (SSO, voice routing, APIs, backend systems) Partner with business stakeholders to translate operational needs into technical solutions 3. Operate across network and connectivity layers Work across network paths (LAN/WAN, SD-WAN, ISP, SASE) to ensure reliable voice and CCaaS performance Identify and resolve latency, jitter, and routing issues impacting real-time systems Partner with network engineering to improve resilience and performance 4. Build stability and eliminate recurring issues Identify systemic issues and eliminate root causes Drive automation and operational improvements Improve monitoring, alerting, and observability across platforms Move environments from reactive support to predictable, stable operations 5. Contribute to secure and scalable infrastructure Support security initiatives (identity, endpoint, monitoring) Ensure platforms are aligned with security and compliance requirements Design with long-term scalability in mind What you bring Must-haves (non-negotiable) Proven experience owning voice and CCaaS platformsnot just supporting them Hands-on experience with Cisco UC (CUCM) and Microsoft Teams Voice Experience with contact center platforms Strong understanding of network fundamentals impacting real-time traffic (latency, QoS, routing) Ability to troubleshoot across multiple layers (endpoint network platform carrier) Experience supporting or participating in platform migrations or transformations Nice-to-haves (differentiators) Experience with Direct Routing, SIP, CUBE, or carrier integrations Exposure to SASE / SD-WAN (e.g., Cato) Experience integrating CCaaS with CRM or backend systems Scripting/automation experience (PowerShell, APIs) Experience improving monitoring/observability (SolarWinds or similar) How you operate You take ownership and drive issues to resolution You think in systems, not tickets You are comfortable operating across multiple domains You challenge the status quo and simplify complexity You communicate clearly with both technical and business teams You prioritize stability, scalability, and long-term outcomes About Roadrunner Were not just moving freight; were reimagining long-haul shipping. Our Smart Network offers more direct long-haul metro-to-metro routes than any other nationwide LTL carrier in the United States, with service extending into Canada and Mexico and terminals across 40+ metro markets. Powered by AI and machine learning, our operations platform ensures real-time tracking, custodial control, and full shipment visibility. With driver teams executing over-the-road (OTR) moves and no freight moving on rail customers experience industry-leading transit times, minimal rehandling, and dramatically reduced risk of loss or damage. Our 900+ owner-operators benefit from scheduled freight, fewer touches by design, consistent long-haul density, and a differentiated metro-to-metro model that creates predictable earning opportunities. This precision and performance have earned Roadrunner national recognition by over 3,000 shippers, and was ranked this year #1 in Operations, #1 in Technology, and #1 in Value in the Quest for Quality Awards, as well as honors as a Top 100 Trucking Company by Inbound Logistics and a Top Tier Service Carrier by Mastio. Were growing fast. Roadrunner is building something special with great people, a winning culture and a differentiated service offering in the marketplace. Join us today to grow your career! We Run Safe. We Run Smart. We Run Together. Compensation & Setup $100,000 $110,000 per year Hybrid (Downers Grove, IL) Full benefits package including medical, dental, vision, 401(k), PTO. Physical Demands and Work Environment The physical demands and work environment described here are representative of those an employee encounters while performing the essential functions of this position. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. Physical Demands Sedentary physical activity performing non- strenuous daily activities of an administrative nature. While performing the duties of the job, the employee is regularly required to sit, walk, stand, reach/handle items, work with the fingers, and talk and hear others in conversations via the phone or in person. Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually moderate. * The above statements reflect the general details necessary to describe the principal functions of the position and are not intended to be all inclusive. The position and any of the requirements listed above are subject to change at any time according to the changing needs of the company. * Roadrunner is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. * We will not accept unsolicited candidates from external recruiters or recruiting agencies. Thank you! #LI-HybridDowners Grove, IL Our Work Experience is the combination of everything that's unique about us: our culture, our core values, our company meetings, our commitment to sustainability, our recognition programs, but most importantly, it's our people. Our employees are self-disciplined, hard working, curious, trustworthy, humble, and truthful. They make choices according to what is best for the team, they live for opportunities to collaborate and make a difference, and they make us the #1 Top Workplace in the area.