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.
- 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.
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 UsProvidence 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.
Skills Required
- Bachelor's degree in Computer Engineering, Computer Science, Mathematics, Engineering, Information Systems, or equivalent experience
- 5+ years designing, supporting, and improving enterprise network, voice, contact center, or communications platforms
- Hands-on experience with Cisco collaboration technologies and Webex Contact Center
- Experience with Cisco platforms such as CUCM, Unity, UCCE, UCCX, Finesse, CVP
- Experience with call flow design, intelligent routing, IVR configuration, queue and agent management, and contact center operational support
- Experience with automation for deployment, provisioning, recovery, monitoring, or repeatable operational processes
- Experience with complex distributed or n-tier service environments
- Experience with service resilience, failure mode analysis, outage response, and recovery validation
- Ability to partner with cross-functional technical teams to define service architecture and operational requirements
- Demonstrated systematic troubleshooting, problem solving, and root cause analysis skills
- Strong verbal and written communication skills
- 8+ years of experience
- Experience with additional UCaaS or CCaaS platforms (Genesys Cloud, Amazon Connect, Zoom Contact Center, Microsoft Teams)
- 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
Providence Health & Services Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Providence Health & Services and has not been reviewed or approved by Providence Health & Services.
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Healthcare Strength — Coverage spans medical, dental, and vision, with robust mental health support including up to 25 free therapy sessions and a well‑being platform. Additional resources like caregiver assistance and plan assistance can bolster access and overall health support depending on location and eligibility.
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Retirement Support — A 401(k) with employer match and an additional discretionary contribution, plus a student‑debt retirement savings match, provide meaningful long‑term savings support. Planning tools and Public Service Loan Forgiveness eligibility further strengthen the financial security package.
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Parental & Family Support — Back‑up child and elder care through Bright Horizons and paid parental leave offer practical support for caregiving needs. Relocation assistance and other family‑oriented resources complement the core benefits where available.
Providence Health & Services Insights
What We Do
At Providence, our strength begins with understanding. We take time to see, hear and value everyone who walks through our doors—patient or caregiver, family support person or volunteer. Working with us means that regardless of your role, we’ll walk alongside you in your career, supporting you so you can support others.
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