Principal Voice Engineer

Position Description

Base pay is influenced by several factors including a candidate’s qualifications, relevant experience, and anticipated contributions to meet the needs of the business, along with internal pay equity and external market driven rates. The salary range displayed has not been adjusted for geographical location. This range has been created in good faith based on information known to Capital Blue Cross at the time of posting and may be modified in the future. Capital Blue Cross offers a comprehensive benefits packaging including Medical, Dental & Vision coverage, a Retirement Plan, generous time off including Paid Time Off, Holidays, and Volunteer time off, an Incentive Plan, Tuition Reimbursement, and more. 

At Capital Blue Cross, we promise to go the extra mile for our team and our community. This promise is at the heart of our culture, and it’s why our employees consistently vote us one of the “Best Places to Work in PA.”

The Principal Voice Engineer is responsible for strategic roadmap planning for all voice, AV, and contact center platforms, including Microsoft Teams Phone System, Teams Rooms, Logitech Rally, Poly CCX, and NICE inContact CCaaS. The role will act as a project leader and provide oversight for the installation, configuration, support, and maintenance of these technologies. SME-level expertise in Teams and NiCE inContact, including technologies such as generative and agentic AI, IVRs, SIP circuits, Auto Attendants, Call Queues, translation services, and TTY, is a requirement. This position will provide advanced technical support and consultation to the VP and Sr Director of Customer Service regarding call center design and engineering, Computer/Telephony Integration, call center software development, and report management. It also provides technical expertise to analyze future acquisitions ensuring alignment with enterprise strategy and operational excellence, and leads cross-functional collaboration to deliver innovative, enterprise-wide voice solutions.

Responsibilities and Qualifications

• Lead administration and support of the Microsoft Teams platform, including phone systems, Teams Rooms, webinars, video conference solutions, and licensing management.
• Manage the NICE inContact CCaaS platform (CXone Suite), overseeing daily support, account/skill configuration, reporting, workforce management, and mentoring junior engineers in troubleshooting efforts.
• Administer ServiceNow tasks such as account provisioning, phone number assignments, call recording requests, and agent management.
• Ensure compliance with SDLC, incident/problem management, and change control requirements; monitor daily operations to maintain system availability and performance.
• Partner with vendors (e.g., Language Line, Hamilton Relay) and internal teams to support audits, interpreter services, and IVR operations.
• Evaluate new product offerings, lead proof-of-concept initiatives, and represent Voice Services on high-impact projects.
• Develop and maintain system documentation, provide cross-training, and conduct knowledge-sharing sessions to build team expertise.
• Analyze communication invoices for procurement and reconciliation; provide on-site support at satellite locations as needed.
• Stay current through workshops, webinars, and user groups to continuously enhance technical knowledge and service delivery.

Skills:

• Strong interpersonal skills, including the ability to communicate (verbal and written) complex technical concepts to non-technical end-users
• Mentoring of other Voice Engineers, known as ‘go to’ resource
• Requires ability to effectively lead team meetings and cross-departmental gatherings
• Ability to work independently without close supervision
• Ability to interact with all levels of personnel (management, technical, and business staff), both individually and as part of a team
• Demonstrates excellent communication skills, both oral and written
• Demonstrates excellent organizational skills and focus on details
• Demonstrates logical thinking, ability to analyze situations and exhibit strong decision-making skills using pro’s & con’s analysis
• Must possess excellent troubleshooting skills, ability to quickly learn new technologies, quick problem solving, and comfort with rapid change
• Advanced ability to predict outcomes and build plans for avoidance to protect our systems, processes and people

Knowledge:

• Must demonstrate technical savvy in multiple areas of department with the management of CCaaS client software package deployments, maintenance, and functions that have high impact to our department
• Expert knowledge of ACD configurations, skill-based routing, and reporting, preferably with the NICE inContact suite of products
• Expert knowledge of installation, configuration, and routine maintenance/upgrades of NICE CXone Agent softphone client, QM screen recording agent, and IEX Workforce Management client
• Expert knowledge of Microsoft Teams environment including phone system, operator connect, webinars, auto attendants, call queues, and delegation
• Comprehensive understanding of protocols and technologies including: analog and digital voice circuits, SIP, H323, MPLS, DHCP, DNS, PoE
• Proficiency with artificial intelligence within CCaaS platforms to augment call center staff and create efficiencies.
• Extensive call center design and a thorough understanding of call center business requirements and challenges is a must.
• Knowledge of project management techniques and the ability to effectively apply those skills.
• Ability to satisfactorily adjust to changing requirements, priorities and to perform assigned tasks with a minimum of direct supervision.

Experience:

• 7 plus years experience in the development, administration, and maintenance of voice networks and call center design. 
• Experience in dealing with telco vendors, and the ability to understand and use the interactive tools available from each vendor.

Education, Certification, and Licenses:

• Bachelor’s degree preferred.

Work Environment:

• Must be available to work overtime with little to no notice.

Physical Demands:

• While performing the duties of the job, the employee is frequently required to sit, use hands and fingers, talk, hear, and see. The employee must occasionally lift and/or move up to 5 pounds.

 

About Us

We recognize that work is a part of life, not separate from it, and foster a flexible environment where your health and wellbeing are prioritized. At Capital you will work alongside a caring team of supportive colleagues, and be encouraged to volunteer in your community.  We value your professional and personal growth by investing heavily in training and continuing education, so you have the tools to do your best as you develop your career.     And by doing your best, you’ll help us live our mission of improving the health and well-being of our members and the communities in which they live.