Network Infrastructure Analyst –Voice & IP

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Job Description:

Your Work Shapes the World at Caterpillar Inc.

When you join Caterpillar, you're joining a global team who cares not just about the work we do – but also about each other. We are the makers, problem solvers, and future world builders who are creating stronger, more sustainable communities. We don't just talk about progress and innovation here – we make it happen, with our customers, where we work and live. Together, we are building a better world, so we can all enjoy living in it.

Role Summary

Join Caterpillar’s global Unified Communications and Collaboration team and help shape the future of enterprise communications. This role supports the core services that keep Caterpillar connected: Phone System, Call Centers, Digital Signage, Video Conference, and NA Cellular Device Support.

This is not a traditional phone support role. This is a modern infrastructure role focused on Microsoft Teams Calling, Session Border Controllers, SIP services, E911, carrier connectivity, analog gateway modernization, automation, AI enabled operations, and service reliability improvements.

The successful candidate will help deliver, improve, automate, and modernize communication services that employees and business operations rely on every day. This role is a strong fit for someone with experience in infrastructure, networking, Microsoft Teams, collaboration platforms, cloud services, voice technologies, automation, contact center support, video conference support, digital signage, cellular device support, or enterprise operations who wants to grow into a broader communications infrastructure career.

What You Will Do

• Support the team’s five core services
  • Phone System
  • Call Centers
  • Digital Signage
  • Video Conference
  • NA Cellular Device Support

• Deliver modern enterprise voice services

Deliver and improve global voice services including Microsoft Teams Calling, telephone number management, voice provisioning, call routing, dial plans, call flows, carrier services, and communications platform administration.

• Modernize communications infrastructure

Contribute to the modernization of Caterpillar’s voice environment through deployment, configuration, support, and continuous improvement of technologies including:

• Microsoft Teams Calling
• Session Border Controllers
• SIP trunking
• E911 and emergency calling
• Analog gateways
• Carrier services

• Improve service reliability

Investigate complex voice and collaboration issues, identify root causes, reduce recurring incidents, and improve the user experience. Partner with infrastructure teams, vendors, carriers, and service owners to improve reliability, supportability, and operational performance.

• Simplify and automate operations

Use scripting, automation, analytics, AI tools, and process improvement methods to reduce manual work, improve data quality, accelerate service delivery, and simplify operations.

Support critical communication readiness

Support E911 configuration, validation, data accuracy, service documentation, and operational processes that help ensure reliable emergency calling and business continuity capabilities.

Required Qualifications

• Working knowledge with enterprise infrastructure, networking, voice services, unified communications, collaboration platforms, cloud services, or IT operations
• Understanding of telephony or network fundamentals such as SIP, call routing, IP networking, DNS, or connectivity troubleshooting
• Strong troubleshooting, analytical, and problem solving skills
• Strong communication skills and ability to work effectively across teams

Preferred Qualifications

• Knowledgeable with Microsoft Teams Calling, SBCs, SIP trunking, or carrier connectivity
• Hands-on with PowerShell, automation, AI tools, reporting, or process improvement
• Working knowledge of E911, ServiceNow, or enterprise collaboration platforms
• Experience working in large enterprise environments

What Success Looks Like

During your first 12 months, you will:

• Develop strong working knowledge of Caterpillar’s global voice and collaboration environment
• Contribute to service reliability, modernization, and operational improvements
• Identify opportunities to automate manual work and improve accuracy
• Become a trusted technical contributor within the UCC organization

Why Join This Team

• Work with modern cloud communications technologies including Microsoft Teams Calling, SBCs, SIP, E911, automation, and AI enabled operations
• Contribute to global modernization initiatives that improve how Caterpillar communicates and operates
• Learn from experienced engineers while building a path toward senior engineering, architecture, automation, service ownership, or technical leadership
• Make a direct business impact by helping keep Caterpillar connected around the world

Business Impact

Communication services are critical to how Caterpillar operates. This team enables five practical services that employees, facilities, contact centers, support teams, and business operations depend on every day: Phone System, Call Centers, Digital Signage, Video Conference, and NA Cellular Device Support.

Your work will help:

• Keep Caterpillar employees, facilities, and operations connected
• Improve reliability and user experience across voice and collaboration services
• Support emergency communications and business continuity
• Simplify infrastructure and increase operational efficiency through automation
• Enable people to do their best by making communication reliable, simple, and effective

Ideal Candidate

• We are looking for a curious, adaptable, and motivated technology professional who enjoys solving problems, learning modern platforms, improving processes, and working with others.
• Voice experience is valuable, but it is not the only path to success in this role. Candidates with experience in infrastructure, networking, Microsoft Teams, collaboration platforms, cloud services, automation, service operations, or enterprise support are encouraged to apply.
• The right candidate will bring technical curiosity, ownership, a service mindset, and the desire to grow into a broader communications infrastructure role while helping keep Caterpillar connected so people can do their best work.

Final details:

The Caterpillar Code of Conduct states that we will select, and place employees based on their qualifications for the job to be performed, without regard to race, religion, national origin, color, gender, gender identity, sexual orientation, age or disability. In this company we do not request pregnancy tests, nor HIV tests as requirements for employment entry, permanence or promotion.

Please frequently check the email associated with your application, including the junk/spam folder, as this is the primary correspondence method. If you wish to know the status of your application – please use the candidate log-in on our career website as it will reflect any updates to your status.

Posting Dates:

Caterpillar is an Equal Opportunity Employer. Qualified applicants of any age are encouraged to apply

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