Sr Telephony Engineer

AccentCare, Inc.; Dallas (TX); Remote; USD 120,000 - 145,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

PTO

Holidays

401(k) matching

Flexible spending

Health savings account

Wellness program

Calm app

Recognition programs

Scrubs store credit

Job summary

AccentCare, Inc. is seeking a Sr Telephony Engineer to design, implement and optimize enterprise voice, telephony and contact center platforms. The role emphasizes Webex Calling and Webex Contact Center within a remote work setting.

Qualified candidates will have 10+ years in IT with 7+ years in telephony, plus certifications such as Cisco Collaboration or Webex. Strong troubleshooting and collaboration with security teams are required.

Qualifications

• Bachelor’s degree in IT/CS/Engineering or related field; equivalent experience considered.
• 10+ years IT experience with 7+ years in telephony or contact center engineering.
• Professional certification such as Cisco Collaboration, CCNP Collaboration, Webex Calling, or Webex Contact Center.
• Experience designing, implementing, troubleshooting, and supporting enterprise voice & contact center platforms.
• Hands‑on with cloud and hybrid telephony including Webex Calling/CC, SIP trunking, SBCs, voice gateways.

Responsibilities

• Design, implement, and optimize enterprise telephony and contact center infrastructure.
• Configure and support Webex Calling, Webex Contact Center, SIP trunks, and gateways.
• Deploy cloud and hybrid telephony solutions including UCaaS/CCaaS.
• Maintain voice security, dial plan governance, and routing controls.
• Provide advanced troubleshooting for telephony incidents and outages.
• Perform root cause analysis and implement remediation actions.
• Monitor health, capacity, and performance; plan for growth.
• Manage numbering and dial plans, IVR menus, queues, and voicemail.

Skills

Telephony engineering

Voice architecture

Collaboration platforms

SIP trunking

VoIP

Cloud/Hybrid telephony

Troubleshooting

Root cause analysis

Education

Bachelor’s degree in IT/CS/Engineering

Tools

Webex Calling

Webex Contact Center

SIP trunking

SBCs

Voice gateways

UCaaS

CCaaS

Job description

Sr Telephony Engineer

Location: Remote

Compensation: $120,000 to $145,000 per year

Position: Sr Telephony Engineer

Applicants must be legally authorized to work in the United States and must reside within the United States for the duration of their employment

Find Your Passion and Purpose as a Full-Time Sr Telephony Engineer

What You Need to Know

The Senior Telephony and Contact Center Engineer reports to the Sr. Director, Network and Telecom and is responsible for designing, implementing, administering, and optimizing the organization’s enterprise voice, telephony, collaboration, and contact center platforms, with a focus on Webex Calling and Webex Contact Center. This position provides advanced engineering support for VoIP, SIP trunking, call routing, IVR, contact center, cloud-based voice, and hybrid telephony environments. The role partners closely with internal teams, vendors, carriers, and business stakeholders to deliver secure, reliable, scalable, and high-performing communication services that support business operations and customer engagement.

Be the Best Sr Telephony Engineer You Can Be

If you meet these qualifications, we would love to meet you:

• Bachelor’s degree (preferably in Information Technology, Computer Science, Engineering, or a related field). An equivalent combination of education, certifications, and relevant experience may be considered.
• Ten or more years of progressive information technology experience, including at least seven years in telephony engineering, contact center engineering, voice architecture, or senior voice platform support.
• Relevant professional certification such as Cisco Collaboration, CCNP Collaboration, Webex Calling, Webex Contact Center, or similar telephony/contact center credential.
• Advanced experience designing, implementing, troubleshooting, and supporting enterprise
• Webex Calling, Webex Contact Center, VoIP, SIP, IVR, contact center, call routing, voicemail, call recording, UCaaS, CCaaS,carrier services, and hybrid voice environments.
• Hands‑on experience with cloud and hybrid telephony infrastructure, including Webex Calling, Webex Contact Center, SIP trunking, SBCs, voice gateways, carrier services, emergency calling, voicemail, contact center integrations, and collaboration platforms.
• Strong knowledge of VoIP protocols, SIP signaling, RTP, QoS concepts, dial plans, call routing, IVR design, call queues, contact center operations, and telephony security principles.
• Demonstrated ability to lead complex technical troubleshooting, perform root cause analysis, and implement sustainable corrective actions.

Responsibilities

As a Sr Telephony Engineer, you will:

• Design, implement, maintain, and optimize enterprise telephony and contact center infrastructure, including Webex Calling, Webex Contact Center, VoIP, SIP, IVR, call routing, voicemail, call recording, workforce integrations, and cloud-based voice services.
• Configure, deploy, and support telephony hardware, software, and services, including Webex Calling, Webex Contact Center, session border controllers, voice gateways, carrier services, and management platforms.
• Design, deploy, and support cloud and hybrid telephony solutions, including Webex Calling, Webex Contact Center, UCaaS, CCaaS, SIP trunking, carrier connectivity, emergency calling, call recording, and integrations with business applications.
• Maintain voice security standards, dial plan governance, call routing controls, toll fraud prevention, access permissions, and related compliance requirements in partnership with Information Security and infrastructure teams.
• Provide advanced troubleshooting and escalation support for complex telephony incidents, contact center outages, call quality issues, carrier impairments, platform defects, and user-impacting service concerns.
• Perform root cause analysis, develop remediation plans, and implement corrective actions to improve telephony reliability, voice quality, platform performance, and service availability.
• Monitor telephony and contact center health, capacity, utilization, availability, call quality, and performance trends; recommend improvements to support growth, resiliency, and operational excellence.
• Administer numbering plans, dial plans, call flows, IVR menus, queues, skills, routing logic, voicemail, auto attendants, and related voice services to support reliable enterprise communications.

Our benefits include

• Medical, dental and vision coverage
• Paid time off and paid holidays
• Professional development opportunities
• Company-matching 401(k)
• Flexible spending and health savings accounts
• Wellness offerings such as an employee assistance program, pet insurance and access to Calm, a meditation, sleep and relaxation app
• Programs to celebrate achievements, milestones and fellow employees
• Company store credit for your first AccentCare-branded scrubs for patient-facing employees
• And more!

Why AccentCare?

Come As You Are

At AccentCare, you’re part of a community that cares — for patients and each other. You can rest assured we offer equal employment opportunities regardless of race, ethnicity, sex, sexual orientation, gender identity, religion, national origin, age or disability.