VoIP Engineer IV

Vailexa•Seattle, WA

About The Position

The role will be focused on specific projects and will require the following skill-set in addition to the standard Knowledge, Skills and Abilities expected for this level of engineer. Experienced with the design, deployment and support of pre-built CTI connectors such as NovelVox, SpinSci or AMC. NovelVox deployment with Epic and Cisco Unified Communications Manager is preferred. Expertise in REST APIs, JSON, SOAP services, HL7 fundamentals, FHIR basics, XML, Authentication, OAuth, SAML and interface troubleshooting. Cisco Contact Center Platforms: Expertise with Unified Contact Center Express, Webex Contact Center and Webex Customer Assist. Expert in SIP trunking, dial plans, and intelligent omnichannel routing (voice, chat, email). Webex AI & Automation: Skill in implementing Webex AI agents, virtual assistants, and automated screen-pop. Healthcare Contact Center Experience including patient identiy verification, HIPAA compliance, Protected Health Information.

Requirements

Experienced with the design, deployment and support of pre-built CTI connectors such as NovelVox, SpinSci or AMC.
Expertise in REST APIs, JSON, SOAP services, HL7 fundamentals, FHIR basics, XML, Authentication, OAuth, SAML and interface troubleshooting.
Expertise with Cisco Unified Contact Center Express, Webex Contact Center and Webex Customer Assist.
Expert in SIP trunking, dial plans, and intelligent omnichannel routing (voice, chat, email).
Skill in implementing Webex AI agents, virtual assistants, and automated screen-pop.
Healthcare Contact Center Experience including patient identity verification, HIPAA compliance, Protected Health Information.
Experience in architecting, implementing, and configuring complex Cisco IPT solutions with Cisco Unified Call Manager (CUCM) clusters, Cisco Unity/Unity Connection Voicemail (CUC), Cisco IM & Presence (CIMP), and voice gateways.
Expert knowledge and expertise in the design, consultation, long-term planning, installation, management, and repair of complex VoIP based network and telecommunication equipment, related applications, and associated services.
Expert knowledge and expertise on Cisco Routers, Structured Cabling, and LAN/WAN circuits; PRI, SIP, MPLS, FXO, FXS, and POTS.
Expert knowledge and expertise of the Cisco Unified Call Manager, IMP, Telepresence, IPCC, Unity, CCX, SRST, CUBE, secure voice concepts, and secure voice processes.
Ability to think strategically and to work effectively with a diverse group of co-workers and customers.
Ability to analyze and provide creative, innovative solutions for complex problems.
Proficient organizational, interpersonal, communication (written and verbal), and presentation skills.
Demonstrated engineering leadership abilities in a team environment with a proven record of positive contributions.
Ability to complete multiple tasks, set priorities, and manage to critical deadlines.
Knowledge and expertise Cisco Emergency Responder (CER) & Cisco Unified Contact Center Express (UCCX).
Knowledge on Cisco network infrastructure, LAN/WAN circuits; QoS.
Able to anticipate customer needs, assess requirements, and identify new solutions to meet departmental/organizational goals.
Bachelor’s degree in computer science, engineering, information systems, or related field, or equivalent combination of education and experience.
Minimum seven (7) years' experience in Voice Operations and/or Voice Engineering.
Minimum five (5) years of experience in information technology administration or engineering, with three (3) years of experience in the information technology VoIP, telecommunications, or networking field.
Minimum three (3) years of experience directly managing IT telecommunication or infrastructure engineering and operational resources.
Minimum three (3) years of experience in leading teams and projects.

Nice To Haves

NovelVox deployment with Epic and Cisco Unified Communications Manager is preferred.
Additional Cisco Certifications in any of the following: CCIE (strongly preferred), CCSA, CCNP, CCDP, CCIP.

Responsibilities

Responsible for development and maintenance of business-critical communications and/or network-based voice product systems, including planning, designing, and implementing scalable local and wide-area network solutions between multiple platforms and protocols (including IP and VoIP).
Responsible for monitoring and performance of enterprise platforms.
Oversees/troubleshoots voice issues and coordinates installation efforts with appropriate vendors and internal teams.
Leveraging expertise and experience, the incumbent will develop solutions that best align with FHCC’s voice network requirements, identifying cost-effective implementation and long-term support strategies.
Provide Tier 2 support of internal voice and data communication systems.
Comply with departmental processes, such as incident management, change management and problem management.
Monitor and report on voice systems usage, availability, and performance.
Lead telephony system evaluations.
Collaborate with other members of IT staff and end users.
Follow VoIP engineering best practices and adhere to existing policies and procedures.
Design rack and cabinet equipment layout for server rooms and other telecommunications rooms.
Report, manage and troubleshoot issues with appropriate vendor tech-support staff.
Perform advanced-to-expert level configuration, troubleshooting and problem mitigation on all voice equipment, including wireless and network security equipment.
Work effectively with vendors, contractors, and other staff to coordinate system installations and provide quality assurance oversight.
Identify and maintain tools/applications for network monitoring, control, and reporting.
Lead short and long-range capacity planning.
Lead design, planning, and implementation of voice and data network systems.
Track telecommunication equipment software/firmware levels/revisions and lead efforts to upgrade accordingly.
Lead the evaluation of functionality/feature sets needed for telecommunications and direct selection of the correct hardware/software accordingly.
Utilize project planning and management skills to act as lead on large projects.
Perform in-depth telecommunications analysis, and provide evaluation, determination, and direction.
Provide advanced telecommunications/VoIP designs, including diagrams and documentation.
Provide guidance, direction, mentorship, and training to lower-level staff.
Perform 24/7 on-call support on a rotating basis and after-hours/weekend work for planned maintenance as required.