Cloud Contact Center Network Engineer

Overview
Designs, Implements, maintains and supports communication networks that ensures the integrity of high availability network infrastructure that provides maximum performance for our users. Works under general supervision.
 

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 

Qualifications

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.