Network Telephony Engineer - Remote

About the role

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.

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.
• 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

• 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.
• 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.

Qualifications

• Preferred qualifications include 8+ years of experience, experience with additional cloud-based UCaaS or CCaaS platforms, experience with API integrations, CRM/service platform integrations, or workflow automation, experience with telemetry, network diagnostics, and performance analysis tools, and experience in a healthcare environment.

Benefits

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.