Network Telephony Engineer

This is a fully remote position, open to applicants in Washington.

📋 Description

• Design, implement, operate, and enhance enterprise Cisco Webex Contact Center environments, encompassing voice, routing, IVR, agent configurations, workflow/call flow design, and queue setups.

• Create, implement, and optimize enterprise Cisco Webex Contact Center settings, including voice, routing, IVR, workflows/call flows, agent configurations, and queue setups.

• Develop and execute Webex Contact Center workflows and customer interaction journeys using Flow Designer, which includes call flows, routing logic, and IVR orchestration.

• Lead or assist in modernization efforts across Cisco UC and Webex Contact Center, focusing on routing strategy design and transitioning from legacy systems to cloud solutions.

• Create and enhance automation for deployment, provisioning, recovery, monitoring, and repeatable workflows to minimize manual effort and enhance reliability.

• Collaborate with engineering, application, and operations teams to translate technical and customer requirements into scalable and resilient service architectures.

• Establish observability practices and take ownership of reliability outcomes—monitor service health, conduct root cause analysis, and drive systemic improvements to elevate 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 raising awareness of broader UCaaS and CCaaS platforms while ensuring Cisco/Webex remains the core production environment.

⛳️ Requirements

• Bachelor’s Degree in Computer Engineering, Computer Science, Mathematics, Engineering, Information Systems, or a related field with equivalent experience.

• Over 5 years of experience in designing, supporting, and enhancing 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 similar Cisco voice and contact center technologies.

• Necessary experience with call flow design, intelligent routing, IVR configuration, queue and agent management, and operational support within Cisco/Webex environments.

• Experience with automation concerning deployment, recovery, monitoring, provisioning, or other repeatable operational processes.

• Familiarity with complex distributed or n-tier service environments.

• Experience in service resilience, failure mode analysis, outage response, and recovery validation.

• Proven experience collaborating with cross-functional technical teams to define service architecture and operational requirements.

• Track record of influencing priorities and representing live-site or operational needs in backlog discussions, standups, or engineering planning forums.

• Strong analytical abilities with experience utilizing data, telemetry, and metrics to guide behavior, priorities, and process enhancements.

• Demonstrated proficiency in systematic troubleshooting, problem solving, and conducting root cause analysis.

• Excellent verbal and written communication skills, with the ability to collaborate effectively across technical, operational, and business teams.

🏝️ Benefits

• Health insurance

• 401(k) matching

• Flexible work hours

• Paid time off

• Remote work options