Cloud Contact Center Network Engineer

Overview Designs, Implements, maintains and supports communication networks within VNS Health that ensures the integrity of high availability network infrastructure that provides maximum performance for our users. Works under general supervision.

What We Provide

• Referral bonus opportunities
• Generous paid time off (PTO), starting at 30 days of paid time off and 9 company holidays
• Health insurance plan for you and your loved ones, Medical, Dental, Vision, Life and Disability
• Employer-matched retirement saving funds
• Personal and financial wellness programs
• Pre-tax flexible spending accounts (FSAs) for healthcare and dependent care
• Generous tuition reimbursement for qualifying degrees
• Opportunities for professional growth and career advancement
• Internal mobility, generous tuition reimbursement, CEU credits, and advancement opportunities

What You Will Do

• Design, implement, support, and maintain enterprise cloud contact center and telecommunications infrastructure, including cloud telephony, SIP trunking, voice gateways, routers, firewalls, switches, SD-WAN, VPNs, wireless networks, and network security solutions.
• Administer and optimize cloud contact center platforms such as Five9, including IVR, ACD, call routing strategies, agent profiles, skills, campaigns, dialers, reporting, CRM integrations, and voice quality.
• Manage the day-to-day operations, engineering, and architecture of enterprise voice and data networks across multiple sites, cloud environments, and remote workforce locations.
• Configure, implement, and support LAN, WAN, SD-WAN, VPN, wireless, and cloud networking technologies while maintaining high availability, redundancy, and disaster recovery capabilities.
• Design, configure, and troubleshoot SIP trunking, VoIP protocols (SIP/RTP), QoS, call routing, SBCs, and carrier connectivity to ensure optimal voice quality and service reliability.
• Configure and support dynamic routing protocols including BGP, OSPF, and EIGRP, as well as IPSec VPNs, GRE tunnels, and secure network connectivity between cloud and on-premises environments.
• Monitor contact center and network performance using proactive monitoring tools, perform root cause analysis, resolve incidents, and implement preventative measures to improve system reliability and uptime.
• Collaborate with telecommunications carriers, cloud providers, managed service providers, and internal business stakeholders to deploy new voice services, troubleshoot service interruptions, and optimize connectivity.
• Support integrations between cloud contact center platforms and enterprise applications including Salesforce, ServiceNow, Active Directory, Microsoft Entra ID, Microsoft Teams, CRM systems, workforce management, recording, and AI-powered customer engagement solutions.
• Implement and maintain network security controls including firewalls, IPS/IDS, network segmentation, NAC, Zero Trust access, multi-factor authentication, and secure remote access solutions while ensuring compliance with organizational security standards.
• Develop and maintain network architecture documentation, call flow diagrams, SIP call flows, configuration standards, disaster recovery procedures, and operational runbooks.
• Participate in contact center platform upgrades, software releases, change management activities, disaster recovery testing, and business continuity planning.
• Evaluate emerging networking, telecommunications, cloud, AI, and contact center technologies. Recommend and implement solutions that improve customer experience, operational efficiency, automation, scalability, and resiliency.
• Leverage automation and Infrastructure-as-Code tools where applicable to streamline network provisioning, configuration management, monitoring, and operational tasks.
• Maintain compliance with applicable security frameworks, telecommunications regulations, and industry best practices while supporting regular audits and vulnerability remediation activities.
• Prioritize production incidents based on business impact and service-level agreements (SLAs), providing timely communication and resolution for mission-critical systems.
• Participate in after-hours maintenance windows, emergency incident response, on-call rotation, and weekend support as required.
• Occasional after-hours change management and weekend support

Key Responsibilities

• Design, deploy, and maintain cloud contact center platforms like Five9, Genesys, Cisco etc.
• Co…