Network Telephony Engineer
Location
Washington
Posted
2 days ago
Salary
$46 - $122 / year
Seniority
Senior
Job Description
Network Telephony Engineer
Providence
• 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.
Job 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.
Benefits
- Health insurance
- 401(k) matching
- Flexible work hours
- Paid time off
- Remote work options
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