Sr Telephony Engineer

AccentCare, Inc. is hiring a Senior Telephony Engineer to design, implement, administer, and optimize enterprise voice, telephony, collaboration, and contact center platforms. The role focuses on Webex Calling and Webex Contact Center, providing advanced engineering support for VoIP, SIP trunking, call routing, IVR, cloud-based voice, and hybrid telephony environments.

Responsibilities:

• 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

Requirements:

• Applicants must be legally authorized to work in the United States
• 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
• 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
• Relevant professional certification such as Cisco Collaboration, CCNP Collaboration, Webex Calling, Webex Contact Center, or similar telephony/contact center credential