Junior Telecom Specialist (T-Metrics CCaaS) - OSDSS - Remote

JOB TITLE: Journeyman Telecommunications Engineering Specialist – T-Metrics Contact Center as a Service (CCaaS)

GOVERNMENT AGENCY: DHS ICE - OSDSS

POSITION INFORMATION: Full time

LOCATION: Remote

POSITION TIMING: Candidate must obtain a DHS Public Trust clearance, which typically takes 4 to 6+ weeks to process. Clearance must be fully granted before starting on the program.

BENEFITS: Health, Dental and Vision, 401(k), Tuition Reimbursement, Flexible Spending Account (FSA), 11 Paid Federal Holidays, 3 weeks' Paid Time Off

ITC Federal, LLC (ITC) connects technology advancements in automation and AI, customer experience, and financial services to solve government mission challenges, enabling smoother operational efficiency and bolstering national security.  We leverage the latest technology innovations and proven approaches to better serve the mission and support the DHS, DOJ, and DoW workforce, customers, and programs, regardless of scale or complexity. ITC is located in Fairfax, VA and offers outstanding compensation and benefits plan and a challenging and rewarding professional work environment.

ITC Federal is seeking a Journeyman Telecommunications Engineering Specialist to support the DHS ICE OSDSS program. This role will focus on providing daily operational support, troubleshooting, and problem tracking for the T-Metrics Contact Center as a Service (CCaaS) platform. The selected candidate will work closely with telecom engineers, system administrators, and program stakeholders to ensure reliable contact center operations and timely resolution of telecom and CCaaS-related incidents.

This role requires experience supporting enterprise telecommunications systems, VoIP environments, and contact center platforms, along with strong troubleshooting and problem management skills.

• Provide daily operational support and troubleshooting for the T-Metrics CCaaS platform supporting ICE contact center operations.
• Monitor system performance and investigate telecommunications and contact center service issues.
• Track, document, and manage telecom incidents, service requests, and problem tickets through the established ticketing system.
• Perform root cause analysis and troubleshooting of voice, contact center, and CCaaS-related issues.
• Coordinate with vendors, telecom engineers, and internal IT teams to resolve system outages and service disruptions.
• Assist with system configuration updates, call routing adjustments, and feature administration within the CCaaS platform.
• Maintain accurate documentation of troubleshooting steps, system changes, and operational procedures.
• Support telecom monitoring tools and reporting capabilities to identify trends and potential service improvements.
• Ensure compliance with change management procedures, security policies, and operational standards.
• Collaborate with stakeholders to improve contact center reliability, performance, and service delivery.
• Assist with testing and validation of telecom system updates, patches, and upgrades when required.

REQUIRED:

• Experience supporting enterprise telecommunications or contact center systems.
• Experience troubleshooting VoIP, CCaaS, or unified communications platforms.
• Familiarity with incident management and problem tracking processes.
• Strong analytical and troubleshooting skills in telecommunications environments.
• Ability to document issues, resolutions, and operational procedures clearly.
• Strong written and verbal communication skills.
• Experience working within enterprise IT operations or service delivery environments.
• Proficiency with Microsoft Office tools (Word, Excel, Outlook).

DESIRED:

• Experience supporting T-Metrics contact center solutions or CCaaS platforms.
• Familiarity with ServiceNow or other IT service management/ticketing systems.
• Experience supporting federal government IT programs.
• Knowledge of VoIP technologies, call routing, SIP, and contact center infrastructure.
• Telecommunications or networking certifications.

WORK ENVIRONMENT AND PHYSICAL DEMANDS:

This position is primarily remote and performed in a home office or other remote workspace. The employee is expected to maintain a reliable internet connection and a professional environment suitable for virtual collaboration with team members and stakeholders.

ITC Federal is an equal opportunity employer and will not discriminate against any application for employment on the basis of age, race, color, gender, national origin, religion, creed, disability, veteran status, marital status, sexual orientation, genetic information, military status, disability, or sex including pregnancy and childbirth or related medical condition or on any other basis prohibited by law.