Job Description
Overview At Banner Life Insurance Company, we lead with heart and ambition. Every day, we transform purpose into progress, guided by our unwavering commitment to be better for our customers, clients, and communities, not just today but long-term as well. Our people are the driving force behind everything we achieve. Their passion, purpose, and pursuit of innovation empower us to deliver cutting-edge solutions that support those we serve, ensuring we are here for you, here for good and striving for better. We’re a forward-thinking company energized by our work and how we show up for one another. Our culture is built on meaningful impact and genuine enjoyment, because we believe great work and great experiences should go hand in hand. By offering career development opportunities, comprehensive benefits, and programs that support your wellbeing, we help you thrive personally and professionally. We are here for you, here for good and here for better. Banner Life has experienced significant growth over the past several years, driven by digital transformation and platform-led innovation. As we look ahead, we have an ambitious goal to more than triple our revenue over the next decade by expanding into new products, distribution channels, and customer experiences. Technology & Transformation plays a central role in enabling this growth. Our infrastructure strategy is evolving from traditional operations to a scalable, cloud-enabled, and intelligent platform that can support exponential growth, resilience, and innovation. The Senior Telecom Engineer – Transformation & Change role exists to lead the modernization of enterprise telephony, unified communications, and contact center platforms, transitioning from legacy on‑prem solutions to standardized, cloud‑aligned architectures (UCaaS / CCaaS). This role is focused on engineering and delivery of change. This role is accountable for defining, engineering, and evolving enterprise telecom and contact center capabilities, including architecture design, platform modernization, and lifecycle evolution across UCaaS and CCaaS environments. The engineer owns execution for major changes such as legacy PBX modernization, UCaaS/CCaaS adoption, carrier and SBC transitions, and call center platform evolution. The Senior Telecom Engineer partners closely with Network, Security, Cloud, Desktop, and Business stakeholders to ensure telecom solutions are secure, resilient, compliant, and production‑ready before handoff to operation teams. Responsibilities Own the telecom and contact center platform strategy, architecture, and lifecycle aligned to enterprise growth and customer experience objectives. Treat telecom and contact center capabilities as enterprise platforms, enabling scalable, reusable, and standardized communication services across the organization. Lead telecom and contact center transformation initiatives, owning architecture, technical design, and execution approach for major platform changes working closely with the project manager. Own and lead telecom infrastructure modernization initiatives, including roadmap development, target-state architecture, and phased migration plans from legacy telephony to UCaaS/CCaaS. Reduce operational dependency through automation, design simplification, and platform standardization. Design future-state call routing, dial plan, IVR, and contact center capabilities that improve self-service, agent efficiency, and customer experience outcomes. Architect and manage SIP, SBC, carrier connectivity, and number lifecycle (DID provisioning, porting, inventory governance, and decommissioning) to support modernization and cost optimization. Provide engineering leadership and direction to managed service partners responsible for UCaaS and CCaaS RUN operations, ensuring alignment to standards, performance expectations, and continuous improvement. Ensure voice quality, reliability, and resiliency through end-to-end QoS design, monitoring, and capacity planning, coordinating with network modernization efforts (e.g., SD-WAN/WAN upgrades) as needed. Partner with Network and Security teams to implement secure voice architectures (segmentation, encryption where applicable, identity/access controls), toll‑fraud prevention, and compliance-aligned logging and retention. Provide Tier-3 escalation support for complex issues, focusing on root cause elimination and systemic improvement. Define and maintain telecom standards, documentation, reference architectures, and call flow designs to ensure consistency and scalability. Establish telecom observability using call quality analytics and monitoring tools; define and track service levels/SLOs, availability, and customer-impacting metrics. Partner with business, contact center, and data teams to translate cust