Sr Telephony Engineer

AccentCare, Inc. • Dallas, TX

4d • Remote

About The Position

The Senior Telephony and Contact Center Engineer reports to the Sr. Director, Network and Telecom and is responsible for designing, implementing, administering, and optimizing the organization’s enterprise voice, telephony, collaboration, and contact center platforms, with a focus on Webex Calling and Webex Contact Center. The role provides advanced engineering support for VoIP, SIP trunking, call routing, IVR, contact center, cloud-based voice, and hybrid telephony environments. It partners with internal teams, vendors, carriers, and business stakeholders to deliver secure, reliable, scalable, and high-performing communication services that support business operations and customer engagement.

The position designs, deploys, supports, monitors, and maintains enterprise telephony and contact center infrastructure and services. It also provides advanced troubleshooting, root cause analysis, remediation, security governance, and operational improvements for voice quality, platform performance, reliability, and service availability.

Requirements

• Bachelor’s degree, preferably in Information Technology, Computer Science, Engineering, or a related field; an equivalent combination of education, certifications, and relevant experience may be considered.
• Ten or more years of progressive information technology experience, including at least seven years in telephony engineering, contact center engineering, voice architecture, or senior voice platform support.
• Relevant professional certification such as Cisco Collaboration, CCNP Collaboration, Webex Calling, Webex Contact Center, or a similar telephony/contact center credential.
• Advanced experience designing, implementing, troubleshooting, and supporting enterprise Webex Calling, Webex Contact Center, VoIP, SIP, IVR, contact center, call routing, voicemail, call recording, UCaaS, CCaaS, carrier services, and hybrid voice environments.
• Hands-on experience with cloud and hybrid telephony infrastructure, including Webex Calling, Webex Contact Center, SIP trunking, SBCs, voice gateways, carrier services, emergency calling, voicemail, contact center integrations, and collaboration platforms.
• Strong knowledge of VoIP protocols, SIP signaling, RTP, QoS concepts, dial plans, call routing, IVR design, call queues, contact center operations, and telephony security principles.
• Demonstrated ability to lead complex technical troubleshooting, perform root cause analysis, and implement sustainable corrective actions.
• Must be legally authorized to work in the United States and reside within the United States for the duration of employment.

Responsibilities

• Design, implement, maintain, and optimize enterprise telephony and contact center infrastructure, including Webex Calling, Webex Contact Center, VoIP, SIP, IVR, call routing, voicemail, call recording, workforce integrations, and cloud-based voice services.
• Configure, deploy, and support telephony hardware, software, and services, including Webex Calling, Webex Contact Center, session border controllers, voice gateways, carrier services, and management platforms.
• Design, deploy, and support cloud and hybrid telephony solutions, including UCaaS, CCaaS, SIP trunking, carrier connectivity, emergency calling, call recording, and business application integrations.
• Maintain voice security standards, dial plan governance, call routing controls, toll fraud prevention, access permissions, and related compliance requirements in partnership with Information Security and infrastructure teams.
• Provide advanced troubleshooting and escalation support for complex telephony incidents, contact center outages, call quality issues, carrier impairments, platform defects, and user-impacting service concerns.
• Perform root cause analysis, develop remediation plans, and implement corrective actions to improve telephony reliability, voice quality, platform performance, and service availability.
• Monitor telephony and contact center health, capacity, utilization, availability, call quality, and performance trends; recommend improvements to support growth, resiliency, and operational excellence.
• Administer numbering plans, dial plans, call flows, IVR menus, queues, skills, routing logic, voicemail, auto attendants, and related voice services.

Benefits

• Medical, dental, and vision coverage
• Paid time off and paid holidays
• Professional development opportunities
• Company-matching 401(k)
• Flexible spending and health savings accounts
• Wellness offerings, including an employee assistance program, pet insurance, and access to Calm
• Programs to celebrate achievements, milestones, and fellow employees
• Company store credit for first AccentCare-branded scrubs for patient-facing employees

What This Job Offers

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