Description

Network - Telephony Engineer - Remote

Network- Telephony Engineers partner with developers, testers, program managers, and operations teams to design, deliver, operate, and continuously improve large-scale, highly available communication and contact center platforms.

This role requires deep hands-on expertise with Cisco collaboration and Webex Contact Center technologies, including the ability to design and support enterprise voice, routing, IVR, and contact center solutions. Additional experience with other UCaaS and CCaaS platforms is valued, but Cisco and Webex are core requirements for success in this role.

The ideal candidate brings strong technical depth across automation, resilience, integration, and operational excellence, with the ability to translate business and caregiver needs into scalable, secure, and reliable service architectures.

Key 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.

Required Qualifications

• 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.

Preferred Qualifications

• 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.

Salary Range by Location:

AK: Anchorage: Min: $61.31, Max: $104.39

AK: Kodiak, Seward, Valdez: Min: $63.91, Max: $108.82

California: Humboldt: Min: $63.91, Max: $108.82

California: All Northern California - Except Humboldt: Min: $71.70, Max: $122.09

California: All Southern California - Except Bakersfield: Min: $63.91, Max: $108.82

California: Bakersfield: Min: $63.91, Max: $108.82

Montana: Except Great Falls: Min: $49.36, $84.05

Montana: Great Falls: Min: $46.76, Max: $79.62

New Mexico: Min: $49.36, $84.05

Oregon: Non-Portland Service Area: Min: $57.16, Max: $97.32

Oregon: Portland Service Area: Min: $61.31, Max: $104.39

Texas: Min: $46.76, Max: $79.62

Washington: Western - Except Tukwila: Min: $63.91, Max: $108.82

Washington: Southwest - Olympia, Centralia: Min: $61.31, Max: $104.39

Washington: Clark County Washington: Min: $61.31, Max: $104.39

Washington: Tukwila: Min: $63.91, Max: $108.82

Washington: Eastern: Min: $54.56, Max: $92.89

Washington: Southeastern: Min: $57.16 Max: $97.32

Why Join Providence?

Our best-in-class benefits are uniquely designed to support you and your family in staying well, growing professionally, and achieving financial security. We take care of you, so you can focus on delivering our Mission of caring for everyone, especially the most vulnerable in our communities.

Accepting a new position at another facility that is part of the Providence family of organizations may change your current benefits. Changes in benefits, including paid time-off, happen for various reasons. These reasons can include changes of Legal Employer, FTE, Union, location, time-off plan policies, availability of health and welfare benefit plan offerings, and other various reasons.

About Providence

At Providence, our strength lies in Our Promise of "Know me, care for me, ease my way." Working at our family of organizations means that regardless of your role, we'll walk alongside you in your career, supporting you so you can support others. We provide best-in-class benefits and we foster an inclusive workplace where diversity is valued, and everyone is essential, heard and respected. Together, our 120,000 caregivers (all employees) serve in over 50 hospitals, over 1,000 clinics and a full range of health and social services across Alaska, California, Montana, New Mexico, Oregon, Texas and Washington. As a comprehensive health care organization, we are serving more people, advancing best practices and continuing our more than 100-year tradition of serving the poor and vulnerable.

Posted are the minimum and the maximum wage rates on the wage range for this position. The successful candidate''s placement on the wage range for this position will be determined based upon relevant job experience and other applicable factors. These amounts are the base pay range; additional compensation may be available for this role, such as shift differentials, standby/on-call, overtime, premiums, extra shift incentives, or bonus opportunities.

Providence offers a comprehensive benefits package including a retirement 401(k) Savings Plan with employer matching, health care benefits (medical, dental, vision), life insurance, disability insurance, time off benefits (paid parental leave, vacations, holidays, health issues), voluntary benefits, well-being resources and much more. Learn more at providence.jobs/benefits.

Applicants in the Unincorporated County of Los Angeles: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Unincorporated Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

About the Team

Providence Shared Services is a service line within Providence that provides a variety of functional and system support services for our family of organizations across Alaska, California, Montana, New Mexico, Oregon, Texas and Washington. We are focused on supporting our Mission by delivering a robust foundation of services and sharing of specialized expertise.

Providence is proud to be an Equal Opportunity Employer. We are committed to the principle that every workforce member has the right to work in surroundings that are free from all forms of unlawful discrimination and harassment on the basis of race, color, gender, disability, veteran, military status, religion, age, creed, national origin, sexual identity or expression, sexual orientation, marital status, genetic information, or any other basis prohibited by local, state, or federal law. We believe diversity makes us stronger, so we are dedicated to shaping an inclusive workforce, learning from each other, and creating equal opportunities for advancement.

Requsition ID: 440294 Company: Providence Jobs Job Category: Development/Engineering Job Function: Information Technology Job Schedule: Full time Job Shift: Multiple shifts available Career Track: Business Professional Department: 4011 SS IS ESI VOICE SVCS Address: WA Redmond 17425 NE Union Hill Rd Work Location: Redmond Junction At Bear Creek Workplace Type: Remote Pay Range: $See Posting - $See Posting The amounts listed are the base pay range; additional compensation may be available for this role, such as shift differentials, standby/on-call, overtime, premiums, extra shift incentives, or bonus opportunities.