VoIP Engineer IV

Job Summary

• The role will be focused on specific projects and will require the following skill-set in addition to the standard Knowledge, Skills and Abilities expected for this level of engineer.
• Experienced with the design, deployment and support of pre-built CTI connectors such as NovelVox, SpinSci or AMC. NovelVox deployment with Epic and Cisco Unified Communications Manager is preferred.
• Expertise in REST APIs, JSON, SOAP services, HL7 fundamentals, FHIR basics, XML, Authentication, OAuth, SAML and interface troubleshooting.
• Cisco Contact Center Platforms: Expertise with Unified Contact Center Express, Webex Contact Center and Webex Customer Assist.
• Expert in SIP trunking, dial plans, and intelligent omnichannel routing (voice, chat, email).
• Webex AI & Automation: Skill in implementing Webex AI agents, virtual assistants, and automated screen-pop.
• Healthcare Contact Center Experience including patient identiy verification, HIPAA compliance, Protected Health Information,
• Knowledge, Skills and Abilities
• Experience in architecting, implementing, and configuring complex Cisco IPT solutions with Cisco Unified Call Manager (CUCM) clusters, Cisco Unity/Unity Connection Voicemail (CUC), Cisco IM & Presence (CIMP), and voice gateways.
• Expert knowledge and expertise in the design, consultation, long-term planning, installation, management, and repair of complex VoIP based network and telecommunication equipment, related applications, and associated services.
• Expert knowledge and expertise on Cisco Routers, Structured Cabling, and LAN/WAN circuits; PRI, SIP, MPLS, FXO, FXS, and POTS.
• Expert knowledge and expertise of the Cisco Unified Call Manager, IMP, Telepresence, IPCC, Unity, CCX, SRST, CUBE, secure voice concepts, and secure voice processes.
• Ability to think strategically and to work effectively with a diverse group of co-workers and customers.
• Ability to analyze and provide creative, innovative solutions for complex problems.
• Proficient organizational, interpersonal, communication (written and verbal), and presentation skills.
• Demonstrated engineering leadership abilities in a team environment with a proven record of positive contributions.
• Ability to complete multiple tasks, set priorities, and manage to critical deadlines.
• Must be able to work non-standard business hours and be on-call as necessary.
• Knowledge and expertise Cisco Emergency Responder (CER) & Cisco Unified Contact Center Express (UCCX).
• Knowledge on Cisco network infrastructure, LAN/WAN circuits; QoS.
• Able to anticipate customer needs, assess requirements, and identify new solutions to meet departmental/organizational goals.
• Additional Cisco Certifications in any of the following: CCIE (strongly preferred), CCSA, CCNP, CCDP, CCIP.
• Required Education and Experience
• Bachelor’s degree in computer science, engineering, information systems, or related field, or equivalent combination of education and experience.
• Minimum seven (7) years' experience in Voice Operations and/or Voice Engineering.
• Minimum five (5) years of experience in information technology administration or engineering, with three (3) years of experience in the information technology VoIP, telecommunications, or networking field.
• Minimum three (3) years of experience directly managing IT telecommunication or infrastructure engineering and operational resources.
• Minimum three (3) years of experience in leading teams and projects.
• Primary Essential Duties
• Responsible for development and maintenance of business-critical communications and/or network-based voice product systems, including planning, designing, and implementing scalable local and wide-area network solutions between multiple platforms and protocols (including IP and VoIP).
• Responsible for monitoring and performance of enterprise platforms.
• Oversees/troubleshoots voice issues and coordinates installation efforts with appropriate vendors and internal teams.
• Leveraging expertise and experience, the incumbent will develop solutions that best align with FHCC’s voice network requirements, identifying cost-effective implementation and long-term support strategies.
• Provide Tier 2 support of internal voice and data communication systems.
• Comply with departmental processes, such as incident management, change management and problem management.
• Monitor and report on voice systems usage, availability, and performance.
• Lead telephony system evaluations.
• Collaborate with other members of IT staff and end users.
• Follow VoIP engineering best practices and adhere to existing policies and procedures.
• Design rack and cabinet equipment layout for server rooms and other telecommunications rooms.
• Report, manage and troubleshoot issues with appropriate vendor tech-support staff.
• Perform advanced-to-expert level configuration, troubleshooting and problem mitigation on all voice equipment, including wireless and network security equipment.
• Work effectively with vendors, contractors, and other staff to coordinate system installations and provide quality assurance oversight.
• Identify and maintain tools/applications for network monitoring, control, and reporting.
• Lead short and long-range capacity planning.
• Lead design, planning, and implementation of voice and data network systems.
• Track telecommunication equipment software/firmware levels/revisions and lead efforts to upgrade accordingly.
• Lead the evaluation of functionality/feature sets needed for telecommunications and direct selection of the correct hardware/software accordingly.
• Utilize project planning and management skills to act as lead on large projects.
• Perform in-depth telecommunications analysis, and provide evaluation, determination, and direction.
• Provide advanced telecommunications/VoIP designs, including diagrams and documentation.
• Provide guidance, direction, mentorship, and training to lower-level staff.
• Perform 24/7 on-call support on a rotating basis and after-hours/weekend work for planned maintenance as required.