Network Telephony Engineer - Remote

Providence is a comprehensive health care organization dedicated to serving the vulnerable in our communities. They are seeking a Network Telephony Engineer to design, deliver, and improve communication and contact center platforms, focusing on Cisco collaboration and Webex technologies.

Responsibilities:

• 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

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
• 8+ years of experience preferred
• Experience with additional cloud-based UCaaS or CCaaS platforms such as Genesys Cloud, Amazon Connect, Zoom Contact Center, Microsoft Teams, or similar solutions
• Experience with API integrations, CRM/service platform integrations, or workflow automation
• Experience with telemetry, network diagnostics, and performance analysis tools
• Experience in a healthcare environment