VoIP Engineer IV (Exp - 15+ years)

Job Title: VoIP Engineer IV

Number of Roles: 1

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
• Conversion Salary range: $120K low – $190K high annually
• Recruiters (client side) typically anchor offers at mid-range; going above requires justifying via considerable experience

Job Summary:

• The Voice over IP Engineer IV provides Fred Hutchinson Cancer Center (FHCC) 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 identiy 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

Pay: $85.00 - $90.00 per hour

Application Question(s):

• How many years you have experience with Voice Operations and/or Voice Engineering?
• How many years you have experience with telecommunication?
• Do you have experience with Cisco IPT solutions with Cisco Unified Call Manager (CUCM) clusters, Cisco Unity/Unity Connection Voicemail (CUC), Cisco IM & Presence (CIMP), and voice gateways?

Work Location: On the road