[Remote] Network Telephony Engineer - Remote

Note: The job is a remote job and is open to candidates in USA. Pacific Medical Centers is a comprehensive health care organization that serves a wide range of communities across the United States. They are seeking a Network Telephony Engineer to design, deliver, and optimize large-scale communication and contact center platforms, primarily using Cisco collaboration and Webex technologies.ResponsibilitiesDesign, implement, operate, and optimize enterprise Cisco Webex Contact Center environments, including voice, routing, IVR, agent, workflow/call flow design, agent, and queue configurationsDesign, implement, and optimize enterprise Cisco Webex Contact Center environments, including voice, routing, IVR, workflows/call flows, agent, and queue configurationsDesign and implement Webex Contact Center workflows and customer interaction journeys using Flow Designer, including call flows, routing logic, and IVR orchestrationLead or support modernization initiatives across Cisco UC and Webex Contact Center, including routing strategy design and legacy-to-cloud migrationsDevelop and advance automation for deployment, provisioning, recovery, monitoring, and repeatable workflows to reduce manual effort and improve reliabilityPartner with engineering, application, and operations teams to translate technical and customer requirements into scalable, resilient service architecturesEstablish observability practices and own reliability outcomes—monitor service health, perform root cause analysis, and drive systemic improvements to improve platform stabilityDesign for resilience by modeling failure scenarios, validating recovery strategies, and supporting integrations across Cisco, Webex, CRM, and enterprise ecosystemsContribute to future-state architecture by bringing awareness of broader UCaaS and CCaaS platforms while maintaining Cisco/Webex as the core production environmentSkillsBachelor's Degree in Computer Engineering, Computer Science, Mathematics, Engineering, Information Systems, or equivalent education and experience5+ years of experience designing, supporting, and improving enterprise network, voice, contact center, or communications platformsRequired 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 technologiesRequired experience with call flow design, intelligent routing, IVR configuration, queue and agent management, and contact center operational support within Cisco/Webex environmentsExperience with automation related to deployment, recovery, monitoring, provisioning, or other repeatable operational processesExperience with complex distributed or n-tier service environmentsExperience with service resilience, failure mode analysis, outage response, and recovery validationExperience partnering with cross-functional technical teams to define service architecture and operational requirementsExperience influencing priorities and representing live-site or operational needs in backlog discussions, standups, or engineering planning forumsStrong analytical skills with experience using data, telemetry, and metrics to drive behavior, priorities, and process improvementDemonstrated strength in systematic troubleshooting, problem solving, and root cause analysisStrong verbal and written communication skills with the ability to work effectively across technical, operational, and business teams8+ years of experience preferredExperience with additional cloud-based UCaaS or CCaaS platforms such as Genesys Cloud, Amazon Connect, Zoom Contact Center, Microsoft Teams, or similar solutionsExperience with API integrations, CRM/service platform integrations, or workflow automationExperience with telemetry, network diagnostics, and performance analysis toolsExperience in a healthcare environmentBenefitsRetirement 401(k) Savings Plan with employer matchingHealth care benefits (medical, dental, vision)Life insuranceDisability insuranceTime off benefits (paid parental leave, vacations, holidays, health issues)Voluntary benefitsWell-being resourcesCompany OverviewPacific Medical Centers (PacMed) is a private, not-for-profit, primary and integrated multi-specialty health care network. It was founded in 1933, and is headquartered in Seattle, Washington, USA, with a workforce of 501-1000 employees. Its website is https://www.pacificmedicalcenters.org/.