Network Engineer IV / Sr. Contact Center Voice Engineer

We are seeking an experienced Network Engineer IV / Sr. Contact Center Voice Engineer to support enterprise voice, VoIP, and contact center technologies. This role will focus on engineering, configuring, supporting, and managing contact center solutions across both on-premises and cloud-based environments.

The ideal candidate will have strong hands-on experience with enterprise PBX, CCaaS platforms, VoIP, SIP, SBCs, call routing, IVR, cloud migration, scripting, and API integrations. This role will support a voice infrastructure transformation involving cloud technology, automation, AI-enabled voice solutions, and modern contact center platforms.

Key Responsibilities

• Engineer, configure, maintain, and support enterprise contact center and voice technologies.
• Support on-premises and cloud-based contact center platforms.
• Assist with implementation of new voice features, integrations, automation, and cloud technologies.
• Troubleshoot and resolve VoIP, telephony, SIP, SBC, circuit, and routing issues.
• Support systems including Avaya, Cisco, Zoom, Webex, Microsoft Teams, Five9, and related platforms.
• Manage voice moves, adds, and changes, including remote agents, programming, routing, and design updates.
• Participate in planning, design, implementation, and management of voice and contact center projects.
• Support new locations, customer onboarding, and deployment of new technologies.
• Maintain documentation for telecommunications systems, call routing, toll-free numbers, trunking, and circuits.
• Provide support for system patching, hardening, upgrades, testing, and break/fix remediation.
• Collaborate with IT teams including Application Services, VM, Compute, Field Operations, Network Services, and Telecom.
• Work with vendors to resolve issues, manage escalations, and support technology strategy.
• Train call center personnel on routine system administration and maintenance.
• Participate in on-call rotation and serve as lead engineer when needed.

• 10+ years of relevant technical experience in contact center, VoIP, telecom, or network engineering.
• Bachelor’s degree in Computer Science, Engineering, or a related field preferred.
• Hands-on experience supporting enterprise PBX and CCaaS systems.
• Strong experience with contact center administration and support.
• Strong understanding of VoIP and telecom protocols including:
• SIP
• RTP
• RTCP
• TCP/IP
• DNS
• DHCP
• Experience troubleshooting SBCs, SIP trunks, circuits, and telephony routing issues.
• Experience with Avaya and Cisco on-premises voice solutions.
• Working knowledge of Windows, Linux, virtual machines, and ESXi hosts.
• Experience with dial plans, call routing, translation patterns, voicemail, recording, and monitoring.
• Ability to manage multiple priorities, meet deadlines, and deliver on customer commitments.
• Strong communication, documentation, vendor management, and troubleshooting skills.
• Ability to work effectively in a team environment and collaborate across IT organizations., * Experience with cloud-based contact center platforms and CCaaS technologies.
• Experience with Zoom Contact Center administration.
• Experience with Five9, Webex Contact Center, Microsoft Teams, and cloud integrations.
• Working knowledge of Session Border Controllers such as Avaya and/or Oracle SBCs.
• Familiarity with VDNs, vectors, variables, route trees, and IVR programming.
• Experience with call recording, workforce management, and reporting solutions.
• Experience with AI speech, natural language IVR, AI implementation, and automation.
• Experience with APIs, JSON, webhooks, and scripting such as Python.
• Experience building contact center menus, IVR flows, automation, and integration workflows.
• Knowledge of telephony security concepts and best practices.