Network Telephony Engineer

Providence

Network Telephony Engineer responsible for designing and improving Cisco Webex Contact Center environments. Collaborating with teams to ensure communication platform resilience and performance.

Posted 6/20/2026full-timeRemote • Washington • 🇺🇸 United StatesMid-LevelSenior💰 $47 - $122 per yearWebsite

Tech Stack

Tools & technologies

CloudUnity

About the role

Key responsibilities & impact

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

What you’ll need

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.

Benefits

Comp & perks

Health insurance
401(k) matching
Flexible work hours
Paid time off
Remote work options

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

Cisco Webex Contact CenterIVR configurationcall flow designrouting logicautomationservice resiliencefailure mode analysisoutage responseroot cause analysisdata analysis

Soft Skills

analytical skillsproblem solvingcommunication skillscollaborationinfluencing prioritiessystematic troubleshootingcross-functional teamworkprocess improvementtechnical translationoperational support