VoIP Engineer - Seattle

Requirements:

• Experience designing, deploying, and supporting pre-built CTI connectors such as NovelVox, SpinSci, or AMC; NovelVox deployments with Epic and Cisco Unified Communications Manager are preferred.
• Expertise with REST APIs, JSON, SOAP services, HL7 fundamentals, FHIR basics, XML, authentication, OAuth, SAML, and interface troubleshooting.
• Expertise with Cisco Unified Contact Center Express, Webex Contact Center, and Webex Customer Assist; SIP trunking, dial plans, and omnichannel routing for voice, chat, and email.
• Ability to implement Webex AI agents, virtual assistants, and automated screen-pop features.
• Healthcare contact center experience, including patient identity verification, HIPAA compliance, and handling protected health information.
• Experience architecting, implementing, and configuring complex Cisco IPT solutions, including CUCM clusters, Cisco Unity/Unity Connection, Cisco IM & Presence, and voice gateways.
• Expert knowledge of designing, consulting on, planning, installing, managing, and repairing complex VoIP networks, telecommunications equipment, applications, and services.
• Expert knowledge of Cisco routers, structured cabling, LAN/WAN circuits, PRI, SIP, MPLS, FXO, FXS, and POTS.
• Expert knowledge of Cisco Unified Call Manager, IMP, Telepresence, IPCC, Unity, CCX, SRST, CUBE, and secure voice concepts and processes.
• Knowledge of Cisco Emergency Responder (CER), Cisco Unified Contact Center Express (UCCX), Cisco network infrastructure, LAN/WAN circuits, and QoS.
• Strategic thinking, problem analysis, and the ability to develop creative solutions and work effectively with diverse colleagues and customers.
• Strong organizational, interpersonal, written and verbal communication, and presentation skills; demonstrated engineering leadership and positive contributions in a team environment.
• Ability to manage multiple tasks, set priorities, and meet critical deadlines; availability for non-standard business hours and on-call work as needed.
• Ability to anticipate customer needs, assess requirements, and identify solutions that support departmental and organizational goals.
• Additional Cisco certifications such as CCIE (strongly preferred), CCSA, CCNP, CCDP, or CCIP.
• Bachelors degree in computer science, engineering, information systems, or a related field, or an equivalent combination of education and experience.
• At least seven years of experience in voice operations and/or voice engineering.
• At least five years of experience in IT administration or engineering, including three years in IT VoIP, telecommunications, or networking.
• At least three years of experience directly managing IT telecommunications or infrastructure engineering and operational resources.
• At least three years of experience leading teams and projects.

Responsibilities:

• Develop and maintain business-critical communications and network-based voice systems, planning, designing, and implementing scalable local- and wide-area network solutions across platforms and protocols, including IP and VoIP.
• Monitor enterprise platforms and their performance; troubleshoot voice issues and coordinate installations with vendors and internal teams.
• Develop solutions aligned with FHCC voice network requirements, including cost-effective implementation and long-term support strategies.
• Provide Tier 2 support for internal voice and data communications systems.
• Follow incident, change, and problem management processes; monitor and report voice-system usage, availability, and performance.
• Lead telephony system evaluations and collaborate with IT colleagues and end users.
• Apply VoIP engineering best practices and comply with established policies and procedures.
• Design equipment layouts for racks and cabinets in server rooms and telecommunications rooms.
• Report, manage, and troubleshoot issues with vendor technical support teams.
• Configure, troubleshoot, and mitigate problems across voice equipment, including wireless and network security equipment.
• Coordinate system installations with vendors, contractors, and staff, providing quality assurance oversight.
• Identify and maintain network monitoring, control, and reporting tools and applications.
• Lead short- and long-term capacity planning and the design, planning, and implementation of voice and data network systems.
• Track telecommunications equipment software and firmware versions and lead upgrades.
• Evaluate required telecommunications features and functionality and direct appropriate hardware and software selection.
• Lead large projects using project planning and management skills; conduct detailed telecommunications analysis and provide evaluations, determinations, and direction.
• Produce advanced telecommunications and VoIP designs, diagrams, and documentation.
• Guide, mentor, and train less-experienced staff.
• Provide rotating 24/7 on-call support and perform after-hours or weekend work for planned maintenance as required.

Technologies:

• AI
• AI Agents
• Cisco
• Firmware
• Hardware
• HL7
• Support
• JSON
• LAN
• LESS
• MPLS
• Network
• OAuth
• REST
• SAML
• SOAP
• Security
• Unity
• XML
• GameDev
• Incident Management

More

At Vailexa, we aim to give people room to grow, think independently, take ownership, and make an impact while building their careers. This engineering role focuses on project work involving communications, voice, and network systems, with opportunities to contribute to business-critical infrastructure and lead technical initiatives. We value ambition, ideas, learning, and collaboration, and the position includes rotating on-call coverage and occasional after-hours or weekend maintenance.

last updated 43 week of 2026