Cloud Contact Center Network Engineer

What We Provide

• Referral bonus opportunities
• Generous paid time off (PTO), starting at 30 days of paid time offand 9 company holidays
• Health insurance plan for you and your loved ones, Medical, Dental, Vision, Life and Disability
• Employer-matched retirement saving funds
• Personal and financial wellness programs
• Pre-tax flexible spending accounts (FSAs) for healthcare and dependent care
• Generous tuition reimbursement for qualifying degrees
• Opportunities for professional growth and career advancement
• Internal mobility, generous tuition reimbursement, CEU credits, and advancement opportunities

What You Will Do:

• Design, implement, support, and maintain enterprise cloud contact center and telecommunications infrastructure, including cloud telephony, SIP trunking, voice gateways, routers, firewalls, switches, SD-WAN, VPNs, wireless networks, and network security solutions.
• Administer and optimize cloud contact center platforms such as Five9, including IVR, ACD, call routing strategies, agent profiles, skills, campaigns, dialers, reporting, CRM integrations, and voice quality.
• Manage the day-to-day operations, engineering, and architecture of enterprise voice and data networks across multiple sites, cloud environments, and remote workforce locations.
• Configure, implement, and support LAN, WAN, SD-WAN, VPN, wireless, and cloud networking technologies while maintaining high availability, redundancy, and disaster recovery capabilities.
• Design, configure, and troubleshoot SIP trunking, VoIP protocols (SIP/RTP), QoS, call routing, SBCs, and carrier connectivity to ensure optimal voice quality and service reliability.
• Configure and support dynamic routing protocols including BGP, OSPF, and EIGRP, as well as IPSec VPNs, GRE tunnels, and secure network connectivity between cloud and on-premises environments.
• Monitor contact center and network performance using proactive monitoring tools, perform root cause analysis, resolve incidents, and implement preventative measures to improve system reliability and uptime.
• Collaborate with telecommunications carriers, cloud providers, managed service providers, and internal business stakeholders to deploy new voice services, troubleshoot service interruptions, and optimize connectivity.
• Support integrations between cloud contact center platforms and enterprise applications including Salesforce, ServiceNow, Active Directory, Microsoft Entra ID, Microsoft Teams, CRM systems, workforce management, recording, and AI-powered customer engagement solutions.
• Implement and maintain network security controls including firewalls, IPS/IDS, network segmentation, NAC, Zero Trust access, multi-factor authentication, and secure remote access solutions while ensuring compliance with organizational security standards.
• Develop and maintain network architecture documentation, call flow diagrams, SIP call flows, configuration standards, disaster recovery procedures, and operational runbooks.
• Participate in contact center platform upgrades, software releases, change management activities, disaster recovery testing, and business continuity planning.
• Evaluate emerging networking, telecommunications, cloud, AI, and contact center technologies. Recommend and implement solutions that improve customer experience, operational efficiency, automation, scalability, and resiliency.
• Leverage automation and Infrastructure-as-Code tools where applicable to streamline network provisioning, configuration management, monitoring, and operational tasks.
• Maintain compliance with applicable security frameworks, telecommunications regulations, and industry best practices while supporting regular audits and vulnerability remediation activities.
• Prioritize production incidents based on business impact and service-level agreements (SLAs), providing timely communication and resolution for mission-critical systems.
• Participate in after-hours maintenance windows, emergency incident response, on-call rotation, and weekend support as required.
• Occasional after-hours change management and weekend support

Key Responsibilities

• Design, deploy, and maintain cloud contact center platforms like Five9, Genesys, Cisco etc.
• Configure IVR, call flows, routing strategies, queues, and user profiles
• Integrate contact center platforms with CRM systems and third-party applications
• Monitor system performance and troubleshoot call quality, routing, and connectivity issues
• Support SIP trunking, VoIP, and telephony infrastructure
• Manage user provisioning, roles, and permissions
• Analyze call logs, reports, and system metrics
• Support switches, FortiGates, Access points and other network functionalities
• Participate in incident management and root cause analysis
• Ensure compliance with security and regulatory standards
• Provide technical documentation and knowledge transfer

Education:
Associate's Degree in Computer Science, Electrical Engineering, or equivalent experience required Cisco certification (CCIE, CCNP, CCNA) preferred

Work Experience:

• Over 5 years of experience in IT telephony, cloud contact center, and enterprise network engineering, supporting mission-critical communication infrastructure.
• Designed, implemented, and maintained complex, high-availability, multi-site enterprise networks across data centers, leveraging SD-WAN technologies to improve network performance, scalability, and resiliency.
• Engineered and supported client-server architectures and enterprise network solutions while ensuring secure, reliable, and optimized connectivity.
• Configured and managed call routing strategies, IVR workflows, Automatic Call Distribution (ACD), and contact center routing policies to enhance customer experience and operational efficiency.
• Administered Windows and Linux server environments supporting voice, networking, and contact center applications.
• Designed, deployed, and optimized VoIP infrastructure utilizing SIP, RTP, and QoS technologies to ensure high-quality voice communications.
• Performed advanced troubleshooting and root cause analysis for network, telephony, voice, and cloud contact center incidents, minimizing downtime and improving service availability.
• Managed LAN, WAN, Wireless, Ethernet, SD-WAN, and transport technologies to deliver reliable connectivity across distributed enterprise environments.
• Created comprehensive network diagrams, technical documentation, and operational procedures using Microsoft Visio and Microsoft Office Suite.
• Developed automation scripts to streamline network administration, monitoring, and system maintenance while supporting virtualization platforms and cloud infrastructure technologies.
• Collaborated with cross-functional teams, vendors, and business stakeholders to successfully deploy, upgrade, and support enterprise telecom, cloud contact center, and networking solutions.
• Demonstrated excellent verbal and written communication skills while providing technical leadership, knowledge transfer, and customer-focused support for enterprise communication services.