Full Job Description
Job Summary
• The Senior IP Telephony Engineer is responsible for the engineering, reliability, security, and
modernization of FAHW's enterprise voice and contact center telephony services.
• This role supports the current legacy/Avaya environment while leading the transition toward a
modern, scalable VoIP and cloud or hybrid communications platform.
• The position serves as the senior escalation point (L3) and works closely with Network,
Security, and Contact Center teams to ensure highly available and secure voice operations.
Key Responsibilities
• Own L3 escalation and root cause analysis for complex voice and contact center incidents.
• Engineer and support SIP trunks, SBCs/voice gateways (e.g., CUBE, Ribbon, AudioCodes),
dial plans, and carrier integrations.
• Lead or materially contribute to migration efforts from legacy PBX/Avaya to modern VoIP/cloud
platforms.
• Design and maintain high availability and disaster recovery strategies for voice systems.
• Support contact center telephony routing, time-of-day/holiday changes, and call delivery
troubleshooting.
• Partner with LAN/WAN teams to ensure QoS, segmentation, and real-time traffic optimization.
• Implement secure voice architecture including SIP security, certificate management, and toll
fraud prevention.
• Interface with vendors and carriers for escalations and service changes while reducing
third-party dependency.
• Participate in on-call rotation and after-hours maintenance as required.
Required Experience
• 6-10+ years of progressive enterprise voice/telephony engineering experience.
• Experience supporting legacy PBX/Avaya environments.
• Strong hands-on SIP troubleshooting and call flow analysis (signaling and media).
• Experience with SBCs and carrier SIP trunk integrations.
• Strong understanding of networking fundamentals impacting VoIP (QoS, routing, switching,
firewall/NAT).
Preferred Qualifications
• Experience with contact center telephony platforms (Cisco, Avaya, Genesys, Five9, or similar).
• Exposure to modern/cloud UC platforms (Microsoft Teams Voice, Webex Calling, Zoom Phone,
RingCentral, etc.).
• Knowledge of VoIP security practices including TLS/SRTP and edge hardening.
• CCNA required; CCNP Collaboration or Enterprise preferred (or equivalent experience).
• Automation/scripting exposure (PowerShell, APIs) is a plus.
Impact & Scope
• Voice and contact center services directly support FAHW customer operations.
• This role influences platform direction, reliability, security posture, and vendor strategy.
• Errors may result in enterprise-wide voice disruptions impacting customer experience and
business operations.
Pay Range: $130,450-$142,375 Annually
This hiring range is a reasonable estimate of the base pay range for this position at the time of posting. Pay is based on a number of factors which may include job-related knowledge, skills, experience, business requirements and geographic location.
** Note that the following statements only apply to candidates who will be working from an unincorporated area within Los Angeles County. **
Based on eligibility, First American offers a comprehensive benefits package including medical, dental, vision, 401k, PTO/paid sick leave and other great benefits like an employee stock purchase plan.
