Voice Engineer

Formal Job Title: Voice Engineer
Terms: 2 year contract ending on 9/30/25
Pay Rate: $58/hr W2
Bill Rate: Up to $100/hr for the right candidate
Interview Process: 2 rounds: First round with team panel, 2^nd round with hiring manager
Work schedule details: Fully remote, PST business hours preferred but can work EST
Have we qualified this req with the manager? Qualifying at 11am on Monday 10/23
# of Submittal Slots: 6
Number of Openings: 3
Worker type accepted: W2



AM Updates:
11.02 - We have 2 more submission spots and are looking for a SME in VoIP Engineering. See below note from HM-
"I need a SME for WxCCE, but at minimum experience with UCCE and doing support of call centers."
10.26 - Updated JD, note the SME piece at the top. 
10.19- Qualifying on Monday 10/23 at 11am.

Details:
Under general supervision of the IT (Information Technology) Director, this position is responsible for Kaiser Permanente’s Voice Services (Contact Center) systems infrastructure to maintain a reliable and predictable service that supports the needs of Kaiser Permanente internal and external facing contact centers. This role will also provide technical consultative and collaborative services to a broad audience including the clinical applications team, Clinical operations leaders, and ancillary IT Operations leaders. The position is responsible for complex technical and architecture assignments that are small to significantly sized, and that require independence, decision making, project management, and advanced technical judgment levels. Analysis of situations and data requires an in-depth evaluation of various technical and organizational factors. Incumbent will exercise judgment within broadly defined practices and policies in selecting methods, techniques, and evaluation criterion for obtaining results.

REQUIRED QUALIFICATIONS

• 8+ years of Cisco Unified Communications Design, implementation, and support with specialties in Cisco Unified Communications Manager, Cisco Unity and Unity Connection, Cisco Unified Contact Center, and Cisco Emergency Responder.
• Proven experience supporting Cisco Unified Communications components including Jabber/Presence and WebEx Contact Center.
• Intermediate Cisco routing and switching / data networking skills: routers and switches, MPLS, BGP, EIGRP and other protocols.
• Proven experience with QoS (Quality of Service), SIP (Session Initiation Protocol), and VOIP best practices in an enterprise environment.
• Strong understanding and working knowledge or network and voice infrastructures: LAN (Local Area Network), WAN (Wide Area Networks), routers, switches, firewalls, trunking, PSTN (Public Switched Telephone Network), PRI (primary rate interfaces), POTS (Plain Old Telephone Service), and local exchange carriers.
• Ability to manage multiple assignments and projects independently and simultaneously.
• Strong problem solving and analytic skills; able to use knowledge of systems to identify source of problem quickly.
• Well-developed troubleshooting skills, including tenacious ability to research, analyze and resolve a variety of hardware and software problems.
• Must be able to communicate well both verbally and in writing, as well as be able to follow both verbal and written instructions. The person in this position must be able to work with all levels of staff and work independently with minimum supervision.
• Working knowledge of information security best practices and demonstrated commitment to information security.
• Working knowledge and experience with collaboration technologies and 3^rd party applications such as Microsoft O365, Teams Voice, workforce management software, call recording software, RightFax, Salesforce, etc.

• A bachelor's degree in computer science or information technology fields of study; or an equivalent combination of education and applicable professional work experience.
• Expertise in end user devices including Windows desktop/laptops, Apple desktop/laptops and iOS devices.
• Experience with server technologies (Windows Server, Linux) and data center operations.
• Experience working in a healthcare environment.
• Experience working in a contact center environment.
• Working knowledge of Service Now Software.

• CCIE or CCNP Collaboration Preferred
• VMware VCP Preferred
• ITIL v3 Foundations Preferred