Job Title: VoIP Engineer IV
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)
Duration: 6 months CTH
Job Notes: Team Structure
Team of 3 today: 2 Level 1 engineers + 1 Level 4 engineer
This role would be a 2nd Level 4 (backfill/additional operational support)
Responsibilities include mentoring/training the lower-level engineers, especially on the new project being implemented
Experience Requirements:
- Minimum 7 years experience
- Negotiable/flexible if candidate has direct NovelVox experience or comparable/equivalent experience
- Degrees/certifications count toward "points" — there''s a tradeoff between formal education/certs and hands-on work experience
- They want someone who''s already done this or something very similar — not someone learning on the job (this is a high-visibility project, no room for a learning curve) The Project needing to start ASAP after worker is identified
- Client uses Epic (hosted instance via University of Washington partnership)
- Patient Access team is implementing Epic Cheers (call management module) with CTI integration
Current stack: Cisco Finesse / UCCX. New state: UCCX stays as backend, but calling interface moves from Finesse into Epic Cheers, with NovelVox building the integration layer
Future/secondary work (not immediate): Cisco WebEx AI agents / NLP — not expected to be 100% of role, will also share in daily operations, design, architecture, and other essential duties per the job description
High visibility/political importance: identified as one of the organization''s top 3 projects; described as critical to org credibility/reputation with partners Compensation
Job Summary:
The Voice over IP Engineer IV provides clien with expert level engineering, architecture, design, implementation, operations, management, and technical leadership of complex voice over IP systems.
At Fred Hutchinson Cancer Center, all employees are expected to demonstrate a commitment to our values of collaboration, compassion, determination, excellence, innovation, integrity, and respect.
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.
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