IT Engineer (Voice, Network, Systems & CCaaS)

Own and lead the end-to-end voice and CCaaS platform stack in a hybrid, enterprise environment. Architect, stabilize, and evolve Cisco voice (CUCM/Unity/Jabber) and CCaaS (Five9, Zoom, Nice) deployments; drive call-flow design, routing optimization, and agent experience improvements; ensure call quality, reliability, and scale across LAN/WAN, SD-WAN, and carrier connections. Operate across network and connectivity layers to resolve latency, jitter, and routing issues; move systems from reactive support to proactive, automated, observable operations; contribute to secure and scalable infrastructure with emphasis on long-term stability and performance. Strong collaboration with business stakeholders, embracing migration initiatives (e.g., Cisco → Teams voice), integrations (SSO, APIs), and cross-domain problem solving; comfortable owning outcomes and driving improvements beyond ticket-driven work. You’ll thrive in a role that demands ownership, systems thinking, clear communication with technical and business teams, and a focus on stability, scalability, and end-to-end performance.