The Opportunity:
Telephony Engineer is responsible for in-depth expertise in managing Cisco Unified Communications (UC), Cisco Packaged Contact Center Enterprise (PCCE), and Five9 Contact Center solutions. As a Telephony Engineer, you will play a crucial role in designing, implementing, maintaining, and optimizing our telephony infrastructure to ensure seamless communication and exceptional customer experiences.
Customer Obsession: Consistently provide exceptional experiences for our clients, patients, and colleagues by understanding their needs and exceeding their expectations.
Essential Job Functions:
- Embracing New Ideas: Continuously innovate by embracing emerging technology and fostering a culture of creativity and experimentation.
- Striving for Excellence: Execute at a high level by demonstrating our “Best in KLAS” Ensemble Difference Principles and consistently delivering outstanding results.
- Design, deploy, configure, and maintain Cisco UC, PCCE, and Five9 Contact Center solutions to meet business requirements.
- Collaborate with cross-functional teams to gather telephony-related requirements and provide technical expertise during solution design and implementation phases.
- Perform system upgrades, patches, and updates for all telephony platforms to ensure optimal performance, security, and compliance.
- Monitor the telephony environment's health, troubleshoot issues, and provide timely resolution to minimize downtime and disruptions.
- Proactively identify areas for improvement and propose enhancements to enhance system performance, scalability, and reliability.
- Work closely with network and security teams to ensure telephony systems are integrated securely into the overall network infrastructure.
- Conduct regular system audits and performance assessments, producing reports and recommendations for continuous improvements.
- Provide technical support and guidance to end-users and other IT teams, addressing telephony-related queries and issues promptly.
Employment Qualifications:
- 5-7 years of experience
- Bachelor's degree in Computer Science, Information Technology, Telecommunications, or related field (or equivalent experience).
- Proven experience in designing, implementing, and managing Cisco UC and PCCE environments, including Call Manager, Unity Connection, Contact Center Enterprise, and related components.
- Familiarity with Five9 Contact Center solution setup, configuration, and administration.
- Cisco certifications such as CCNP Collaboration or CCIE Collaboration are highly desirable.
- Strong understanding of VoIP protocols, SIP, RTP, and related telephony technologies
- Proficiency in network protocols, routing, and switching relevant to telephony systems.
- Solid troubleshooting skills to diagnose and resolve complex telephony issues
- Experience in scripting and automation for telephony provisioning and management is a plus.
- Excellent communication skills to interact effectively with technical and non-technical stakeholders.
- Ability to work collaboratively in a team environment and adapt to changing priorities
- This position pays between $92,400-138,600 based on experience
