Network Infrastructure Analyst –Voice & IP

Career Area: Technology, Digital and Data 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.

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.

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.

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: