Voice Engineer

CDW; Nashville (TN); Hybrid; USD 90,000 - 140,000; Full time

Job summary

CDW is seeking a Voice Engineer to design, administer, and support Cisco Webex Calling and Webex Contact Center across a nationwide footprint. This hybrid role allows remote work within 2 hours of Nashville, TN, with on-site collaboration as needed.

You will lead implementation, optimization, and governance of our voice platforms, driving reliability and performance. The ideal candidate has 3+ years in Voice Engineering, hands-on Cisco Webex administration, and strong routing/IVR expertise.

Qualifications

• 3+ years of Voice Engineering experience, including 2+ years with cloud calling platforms.
• Hands-on experience with Cisco Webex Calling and Cisco Webex Contact Center administration.
• Strong understanding of contact center technologies, call routing, IVRs, and queue management.
• Experience partnering with internal stakeholders across voice, text, social, and omnichannel platforms.
• Knowledge of SIP trunking, cloud PSTN, carrier management, QoS, SD-WAN, latency, and voice troubleshooting.

Responsibilities

• Design, build, and maintain Cisco Webex Calling and Cisco Webex Contact Center solutions.
• Configure IVRs, call flows, auto attendants, hunt groups, call queues, and skills-based routing.
• Manage cloud PSTN, SIP trunking, DID inventory, number porting, and emergency calling compliance.
• Deliver reporting and analytics for operational leadership.
• Automate provisioning and administration using PowerShell, Python, and APIs.
• Support AI-enabled voice and contact center technologies.
• Serve as the Tier III escalation point for voice-related incidents and vendor management.
• Ensure compliance with voice recording, transcription, and communications requirements.

Tools

Cisco Webex Calling

Cisco Webex Contact Center

PowerShell

Python

Job description

Voice Engineer (Cisco Webex Calling & Contact Center)

Remote, but within 2 hours of Nashville, TN

Full Time / Direct Hire (W2 only)

Join a growing organization where communications systems are critical to business operations. We're seeking a Voice Engineer to lead the design, administration, and support of our Cisco Webex Calling and Webex Contact Center environments supporting 300+ locations nationwide.

What You'll Do

• Design, build, and maintain Cisco Webex Calling and Cisco Webex Contact Center solutions.
• Configure IVRs, call flows, auto attendants, hunt groups, call queues, and skills-based routing.
• Manage cloud PSTN, SIP trunking, DID inventory, number porting, and emergency calling compliance.
• Deliver reporting and analytics for operational leadership.
• Automate provisioning and administration using PowerShell, Python, and APIs.
• Support AI-enabled voice and contact center technologies.
• Serve as the Tier III escalation point for voice-related incidents and vendor management.
• Ensure compliance with voice recording, transcription, and communications requirements.

Required Experience

• 3+ years of Voice Engineering experience, including at least 2 years supporting cloud calling platforms.
• Hands-on experience with Cisco Webex Calling and/or Cisco Webex Contact Center administration.
• Strong understanding of contact center technologies, call routing, IVRs, and queue management.
• Experience partnering with internal stakeholders to solve business challenges across voice, text, social, and omnichannel communications platforms.
• Knowledge of SIP trunking, cloud PSTN, carrier management, QoS, SD-WAN, latency, and voice troubleshooting.

Preferred Qualifications

• Cisco Collaboration certifications.
• PowerShell or Python scripting and API integrations.
• AI-assisted contact center technologies.
• Experience supporting large, distributed enterprise environments.
• Cloud fax administration.

Why Join Us?

You’ll serve as the primary technical owner of a highly visible communications platform supporting hundreds of locations. This role offers the opportunity to influence architecture, automation, reliability, and the overall communications strategy of the organization.

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