Telephony Engineer

Job#: 2047456

Job Description:

Job Title: Telephony Engineer

Overview: The Contact Center Services department supports global contact centers, with over 6,000 agents across multiple business units. We are focused on implementing next-generation Contact Center Telephony solutions to quickly adapt to a rapidly changing business environment.

Responsibilities:

• Design, manage, and support the transport infrastructure, including SIP carrier circuits, Cisco CUBEs, and Customer Edge Routers.
• Deploy performance, monitoring, and alerting tools to ensure voice transport availability KPIs are met.
• Maintain voice transport documentation, such as network design diagrams, carrier circuit information, and device configurations.
• Serve as an escalation point for production support incidents and problems.
• Address voice transport problems of diverse scope and complexity.
• Ensure high availability business requirements are met through active monitoring, capacity planning, design changes, and annual disaster recovery tests.
• Cross-train team members.

Required Skills:

• Proven ability to design, deploy, and troubleshoot SIP-based solutions supporting VoIP applications.
• Ability to resolve voice issues, understand system logs, and coordinate problem resolution with multiple resources (vendors, customers, IT).
• Strong understanding of Cisco hardware and configurations (CODECs, dial-peers, VLANs, BGP, etc.).
• Experience deploying voice transport monitoring and reporting tools (e.g., call allocators, SPLUNK, CYARA, carrier-specific tools).
• Knowledge of advanced voice call routing and carrier features (e.g., SS7, 911 emergency call routing).

Preferred Skills:

• Familiarity with IP telephony and IP contact center solutions, including Cisco's UCCE, CUCM, and predictive dialers.
• Demonstrates initiative, ability to work independently, and strong system ownership.
• Ability to multi-task and communicate clearly, both verbally and in writing, with sensitivity to the audience and content.
• Collaboration skills and attention to detail.

Required Experience:

• 5+ years of experience in voice transport, implementing advanced voice solutions using SIP and Cisco-based network hardware and configurations.
• Experience designing and implementing complex voice components and services.

Preferred Experience:

• Previous carrier experience.

Required Education:

• Associate's Degree in an IT-related field or equivalent training.

Preferred Education:

• Bachelor's Degree in an IT field.

EEO Employer

Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at or .

Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.