IT Engineer (Voice, Network, Systems & CCaaS)

IT Engineer 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 doesn't happen. We are looking for a hands-on, high-ownership engineer who can operate across voice, network, and CCaaS platforms—someone 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 You'll 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 platforms—not 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

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.

About Roadrunner Roadrunner is for ambitious, smart people who excel at execution over talking about it, and who would rather invent the next standard in freight than accept the status quo.

We are looking for the Best of the Best. Action driven leaders who want to be part of real change and help design the future of LTL in the U.S. This is a place where high performers can grow, influence outcomes, and make an impact while working directly with executives and smart people from across industries.

We bring a winner mindset. We take ownership, raise the bar, and measure ourselves by results. We Run Safe. We Run Smart. We Run Together. These principles create an environment of high standards, clear ownership, and direct collaboration. We trust data over intuition, move with urgency, and hold each other accountable because winning requires it.

Roadrunner exists to prove that LTL can be better than the industry has settled for. To be the best means we need to think bigger, look outside the box, and question every assumption: too many handoffs, limited visibility, and the quiet belief that "this is just how it works." We rejected that story. We built a proprietary Smart Network™ for direct, long haul, metro to metro service that delivers fewer touches, faster transit, real time visibility, and genuine accountability. We are the most tech forward company in LTL, and we are not finished widening the gap.

The foundation is already strong. Recognized as one of Built In Chicago's Best Large Places to Work. Earning top marks for improvement, quality, and service. The real opportunity is still ahead: helping invent what comes next.

If you want to be evaluated among the Best of the Best and help set the new standard in LTL, we should talk.