Network Telephony Engineer

Providence • Redmond, WA

1d • Remote

About The Position

Network- Telephony Engineers partner with developers, testers, program managers, and operations teams to design, deliver, operate, and continuously improve large-scale, highly available communication and contact center platforms. This role requires deep hands-on expertise with Cisco collaboration and Webex Contact Center technologies, including the ability to design and support enterprise voice, routing, IVR, and contact center solutions. Additional experience with other UCaaS and CCaaS platforms is valued, but Cisco and Webex are core requirements for success in this role. The ideal candidate brings strong technical depth across automation, resilience, integration, and operational excellence, with the ability to translate business and caregiver needs into scalable, secure, and reliable service architectures.

Requirements

• Bachelor’s Degree in Computer Engineering, Computer Science, Mathematics, Engineering, Information Systems, or equivalent education and experience.
• 5+ years of experience designing, supporting, and improving enterprise network, voice, contact center, or communications platforms.
• Required hands-on experience with Cisco collaboration technologies and Webex Contact Center, including platforms such as CUCM, Unity, UCCE, UCCX, Finesse, CVP, or related Cisco voice and contact center technologies.
• Required experience with call flow design, intelligent routing, IVR configuration, queue and agent management, and contact center operational support within Cisco/Webex environments.
• Experience with automation related to deployment, recovery, monitoring, provisioning, or other repeatable operational processes.
• Experience with complex distributed or n-tier service environments.
• Experience with service resilience, failure mode analysis, outage response, and recovery validation.
• Experience partnering with cross-functional technical teams to define service architecture and operational requirements.
• Experience influencing priorities and representing live-site or operational needs in backlog discussions, standups, or engineering planning forums.
• Strong analytical skills with experience using data, telemetry, and metrics to drive behavior, priorities, and process improvement.
• Demonstrated strength in systematic troubleshooting, problem solving, and root cause analysis.
• Strong verbal and written communication skills with the ability to work effectively across technical, operational, and business teams.

Nice To Haves

• 8+ years of experience preferred.
• Experience with additional cloud-based UCaaS or CCaaS platforms such as Genesys Cloud, Amazon Connect, Zoom Contact Center, Microsoft Teams, or similar solutions.
• Experience with API integrations, CRM/service platform integrations, or workflow automation.
• Experience with telemetry, network diagnostics , and performance analysis tools.
• Experience in a healthcare environment.

Responsibilities

• Design, implement, operate, and optimize enterprise Cisco Webex Contact Center environments, including voice, routing, IVR, agent, workflow/call flow design, agent, and queue configurations.
• Design, implement, and optimize enterprise Cisco Webex Contact Center environments, including voice, routing, IVR, workflows/call flows, agent, and queue configurations.
• Design and implement Webex Contact Center workflows and customer interaction journeys using Flow Designer, including call flows, routing logic, and IVR orchestration.
• Lead or support modernization initiatives across Cisco UC and Webex Contact Center, including routing strategy design and legacy-to-cloud migrations.
• Develop and advance automation for deployment, provisioning, recovery, monitoring, and repeatable workflows to reduce manual effort and improve reliability.
• Partner with engineering, application, and operations teams to translate technical and customer requirements into scalable, resilient service architectures.
• Establish observability practices and own reliability outcomes—monitor service health, perform root cause analysis, and drive systemic improvements to improve platform stability.
• Design for resilience by modeling failure scenarios, validating recovery strategies, and supporting integrations across Cisco, Webex, CRM, and enterprise ecosystems.
• Contribute to future-state architecture by bringing awareness of broader UCaaS and CCaaS platforms while maintaining Cisco/Webex as the core production environment.

Benefits

• Our best-in-class benefits are uniquely designed to support you and your family in staying well, growing professionally, and achieving financial security.
• We take care of you, so you can focus on delivering our Mission of caring for everyone, especially the most vulnerable in our communities.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level