Sr. VoIP Engineer

6 months contract-to-hire position for a VoIP Engineer IV in Seattle, WA (hybrid)

Location: Seattle, WA***Onsite 2-3 days per week*** (flexible/negotiable which days — not fixed team days, just needs on-site coverage during business hours at all times)

***We can only consider US permanent residents and US Citizens for this role***

• The Voice over IP Engineer IV provides with expert level engineering, architecture, design, implementation, operations, management, and technical leadership of complex voice over IP systems.

• The role will be focused on specific projects and will require the following skill-set in addition to the standard Knowledge, Skills and Abilities expected for this level of engineer.

• 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, Protected Health Information

Knowledge, Skills and Abilities

• 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.

Required Education and Experience

• 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.

Primary Essential Duties

• 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 FHCC’s 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.