Sr Telephony Engineer

Be the Best Sr Telephony Engineer You Can Be 

If you meet these qualifications, we would love to meet you:

• 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 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.

Responsibilities:  

As a Sr Telephony Engineer, you will:

• 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 Webex Calling, Webex Contact Center, UCaaS, CCaaS, SIP trunking, carrier connectivity, emergency calling, call recording, and integrations with business applications.
• 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 to support reliable enterprise communications.

Our benefits include: 

• 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 such as an employee assistance program, pet insurance and access to Calm, a meditation, sleep and relaxation app
• Programs to celebrate achievements, milestones and fellow employees
• Company store credit for your first AccentCare-branded scrubs for patient-facing employees 
• And more!