Voice Over Internet Protocol (VoIP) Engineer IV

Overview

Fred Hutchinson Cancer Center is an independent, nonprofit organization providing adult cancer treatment and groundbreaking research focused on cancer and infectious diseases. Based in Seattle, Fred Hutch is the only National Cancer Institute-designated cancer center in Washington.

With a track record of global leadership in bone marrow transplantation, HIV/AIDS prevention, immunotherapy and COVID-19 vaccines, Fred Hutch has earned a reputation as one of the world’s leading cancer, infectious disease and biomedical research centers. Fred Hutch operates eight clinical care sites that provide medical oncology, infusion, radiation, proton therapy and related services, and network affiliations with hospitals in five states. Together, our fully integrated research and clinical care teams seek to discover new cures to the world’s deadliest diseases and make life beyond cancer a reality.

At Fred Hutch we value collaboration, compassion, determination, excellence, innovation, integrity and respect. Our mission is directly tied to the humanity, dignity and inherent value of each employee, patient, community member and supporter. Our commitment to learning across our differences and similarities make us stronger. We seek employees who bring different and innovative ways of seeing the world and solving problems.

The Voice Over IP Engineer (VoIP) IV provides Fred Hutchinson Cancer Center with expert level engineering, architecture, design, implementation, operations, management, and technical leadership of complex voice over IP systems.

At Fred Hutchinson Cancer Center, all employees are expected to demonstrate a commitment to our values of collaboration, compassion, determination, excellence, innovation, integrity, and respect.

This role will have the opportunity to work partially at our campus and remotely.

Responsibilities

• 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 the Fred Hutch 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.

Qualifications

MINIMUM QUALIFICATIONS:

• 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
• 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 identity verification, HIPAA compliance and Protected Health Information.

PREFERRED QUALIFICATIONS:

• Preferred 10 years plus experience.
• Preferred healthcare experience.
• 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.
• User interface and user experience.
• Excellent written and oral communication.
• Ability to partner with senior business executives and leaders. 

The annual base salary range for this position is from $120,931 to $191,131, and pay offered will be based on experience and qualifications.

This role will have the opportunity to work partially at our campus and remotely.Although Fred Hutch is not sponsoring most H-1B visas at this time, candidates who already hold an H-1B sponsored by another organization and are currently in the U.S. may be eligible for this position.Fred Hutchinson Cancer Center offers employees a comprehensive benefits package designed to enhance health, well-being, and financial security. Benefits include medical/vision, dental, flexible spending accounts, life, disability, retirement, family life support, employee assistance program, onsite health clinic, tuition reimbursement, paid vacation (12-22 days per year), paid sick leave (12-25 days per year), paid holidays (13 days per year), and paid parental leave (up to 4 weeks).

Additional InformationWe are proud to be an Equal Employment Opportunity (EEO) and Vietnam Era Veterans Readjustment Assistance Act (VEVRAA) Employer. We do not discriminate on the basis of race, color, religion, creed, ancestry, national origin, sex, age, disability (physical or mental), marital or veteran status, genetic information, sexual orientation, gender identity, political ideology, or membership in any other legally protected class. We desire priority referrals of protected veterans. If due to a disability you need assistance/and or a reasonable accommodation during the application or recruiting process, please send a request to Human Resources at [email protected] or by calling 206-667-4700.