Full Time

40 Hours/Week

Monday - Friday, 8:00am - 5:00pm

On-Call Required

Hybrid, onsite 3 days/week

Summary:

This position will provide expert management and mentorship to a team of highly skilled voice engineers supporting mission-critical systems across our corporate offices, contact centers, and operations. The position will also own full oversight of our complex Cisco voice ecosystem encompassing Webex Contact Center, Unified Communications Manager, Unity Connection, IM & Presence, Cisco Jabber, Contact Center platforms, Voice Gateways, SIP trunks, and more.

Responsibilities:

1. Manage all facets of the voice engineering lifecycle - solution design, deployment, operations, maintenance, asset management, optimizations and incident management.

2. Own capacity planning, availability, reliability, and continuous service optimization of enterprise-scale voice/unified comms infrastructure. Architect future-state voice solutions, call flows, redundancy models, disaster recovery capabilities leveraging latest cloud and on-premises technologies.

3. Oversee major platform upgrades, maintenance events, and root cause analysis for critical service impacting issues across the voice environment. Provide technical guidance and oversight on voice networking, call routing, redundancy, disaster recovery, and security best practices.

4. Collaborate with cross-functional IT, security, and engineering teams to ensure integration of voice with data networking and application infrastructure.

5. Identify opportunities to drive operational excellence through process improvements, automation, tooling, KPIs and continuous learning programs. Attract, recruit, develop and retain elite-level voice engineering talent through mentorship, training, career mapping and employee engagement.

6. Manage the voice network engineering team's daily workflow, projects, performance, training, and professional development to drive operational excellence. Develop, manage, and optimize annual department budgets, expenditures, vendor relationships, licensing, and inventory management.

7. Own capacity planning, availability, reliability, and continuous optimization of mission-critical voice systems (IP-PBXs, VoIP, SIP trunks, call routing, IVRs, call centers).

8. Lead major system upgrades, maintenance windows, across voice infrastructure to maximize uptime and service quality. Evaluate and make build/buy/partner recommendations on emerging voice/unified communications innovations to drive digital transformation.

9. Ensure compliance with telecom policies, regulations (e.g. CPNI, CALEA), security practices, and service level agreements.

Other information:

Technical Expertise:

1. Experience in data, voice, and video network design and installation.

2. Extensive expertise as a hands-on technical leader across the full Cisco Voice portfolio - CUCM, Unity, Contact Center, Voice Gateways, etc.

3. Proven mastery of voice/data networking technologies - VoIP, SIP, MPLS, QoS, Analog/Digital voice circuits, TDM to SIP migrations

4. Experience working with all levels within an organization.

5. Experience in healthcare is preferred.

6. Proficiency in MS Office [Outlook, Excel, Word] or similar software

Education and Experience:

1. Education:Bachelor's Degree in Computer Science, Electrical Engineering, Telecommunications or related technical discipline preferred

2. Certification: Required:

• Cisco Certified Network Associate (CCNA)
• Cisco Certified Network Associate Voice (CCNA Voice)
• Cisco Certified CCNA Collaboration (CCNA Collaboration)
• Cisco Certified Network Professional Collaboration (CCNP Voice / Collaboration

3. Years of supervisory experience: 5+ years of progressive leadership experience managing large-scale voice/unified communications engineering organizations.

Full Time

FTE: 1.000000