Note: The job is a remote job and is open to candidates in USA. 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
Skills
- 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
Benefits
- Shift differentials
- Standby/on-call
- Overtime
- Premiums
- Extra shift incentives
- Bonus opportunities
- 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
Company Overview
Every day, 119,000 compassionate caregivers serve patients and communities through Providence St. It was founded in 2016, and is headquartered in Portland, Oregon, USA, with a workforce of 10001+ employees. Its website is https://www.providence.org/locations/or/portland-medical-center.