Job Summary

We are seeking a highly skilled and experienced IS Telecom Engineering Lead serve as the enterprise architect and platform owner for a complex, multi-cluster Cisco Unified Communications, C1CX-managed voice services, and Genesys CX Cloud ecosystem within a regulated healthcare environment.

This role is accountable for end-to-end architecture, near- and mid-term roadmap development, and operational excellence across voice and contact center platforms that support mission-critical clinical and operational workflows. The position combines deep hands-on technical expertise, strategic architectural planning, and people leadership across onshore and offshore engineering teams.

Key Responsibilities

• Collaborate with stakeholders to gather business requirements and translate them into technical designs.
• Provide technical leadership and guidance throughout the project lifecycle.
• Optimize system performance and scalability to meet evolving business needs.
• Stay informed about industry trends and best practices to continually improve our contact center capabilities.
• Collaborate with cross-functional teams to ensure seamless integration and operation.
• Assist in designing and implementing new features and functionalities within the Genesys Cloud platform.
• Develop and maintain documentation for system configurations, processes, and procedures.
• Architect Quality Management (QM), Workforce Management ("WFM") / Workforce Engagement Management ("WEM)
• Own the end-to-end enterprise architecture for Cisco UC, C1CX voice services, and Genesys CX Cloud, including current-state, transition-state, and future-state designs.
• Develop and maintain a 1-3-year technology roadmap that remains adaptive to rapid platform evolution, covering:
  • Platform modernization and cloud adoption.
  • Cisco and Genesys lifecycle management
  • PSTN, SIP, and carrier evolution with C1CX
  • Technical debt reduction and resiliency improvements
• Continuously reassess architectural direction to account for emerging technologies, vendor roadmaps, and healthcare regulatory changes.
• Define reference architectures, standards, and design patterns for:
  • High availability and disaster recover
  • Multi-cluster and geo-redundant deployments
  • Secure SIP, SBC, and PSTN integrations
• Lead architecture reviews, design approvals, and technical governance to ensure alignment with enterprise and healthcare standards

Unified Communications & Voice Architecture

• Serve as the principal technical authority for a multi-cluster Cisco Collaboration environment, including CUCM, Unity Connection (CUC), Emergency Responder (CER), IM & Presence (IMP), and SME, supporting thousands of endpoints.
• Provide architectural oversight and integration leadership for C1CX-managed voice, SIP, SBC, and carrier services.
• Design and enforce enterprise dial plans, call routing strategies, SIP normalization, and survivability models.
• Ensure UC architectures meet clinical uptime, resiliency, and life-safety requirements.

Contact Center & CX Architecture

• Act as the architectural lead for enterprise contact center platforms, including:
  • Cisco Unified Contact Center Enterprise (UCCE)
  • Genesys CX Cloud (Genesys Cloud CX) voice, digital, and routing services
• Define coexistence, migration, and decommissioning strategies between Cisco and Genesys platforms.
• Lead architectural design for omnichannel CX, integrations, and reporting across cloud and on-prem environments.
• Partner with CX, clinical, and business leaders to translate experience requirements into scalable technical designs.

Security, Compliance & Resiliency

• Architect solutions that meet HIPAA, PII, and healthcare regulatory requirements, including encryption, auditability, access controls, and data protection.
• Define and validate business continuity and disaster recovery architectures, including testing and operational readiness.
• Partner with security, network, and identity teams to ensure end-to-end compliance and risk mitigation.

Operations & Engineering Leadership

• Lead onshore and offshore engineering and operations teams:
  • Clear roles, responsibilities, and escalation models
  • Follow-the-sun support and operational handoffs
  • Consistent engineering standards and quality controls
• Manage workload distribution between internal teams, offshore resources, and managed service providers (C1CX).
• Drive operational excellence, including incident management, root-cause analysis, and continuous improvement.
• Ensure architecture and roadmap decisions are executed through well-governed delivery plans.

People Leadership & Vendor Management

• Provide technical mentorship and architectural coaching to senior and junior engineers.
• Lead performance management, skills development, and succession planning across distributed teams.
• Govern vendor and MSP relationships, including:
  • C1CX service delivery, SLAs, KPIs, and continuous improvement
  • Carrier and technology partner engagements
• Serve as the technical voice in executive and cross-functional forums.

Qualifications

Preferred

• Bachelor?s degree in Information Technology, Engineering, or related field (or equivalent experience).
• 10+ years of experience in enterprise Cisco Unified Communications architecture.
• 5+ years of experience designing and supporting Cisco UCCE environments.
• Hands-on experience with Genesys CX Cloud, including voice, digital channels, routing, and SIP integrations.
• Proven experience designing enterprise voice and contact center architectures in large, regulated environments.
• Strong expertise in SIP, H.323, MGCP, dial plan and call routing architecture, SBC/PSTN integrations, and high-availability design.
• Experience leading onshore/offshore engineering teams in a 24x7 operational model.
• Demonstrated ability to translate business and clinical requirements into adaptive, short- and mid-term technical roadmaps.
• Cisco Collaboration certifications (CCNP / CCIE).
• Genesys Cloud CX certifications.
• Experience with Webex Calling and Microsoft Teams Direct Routing.
• Experience integrating workforce optimization and compliance platforms (Calabrio, TelStrat).
• Experience operating within managed services and offshore delivery models.

Healthcare-Specific Skills

• Experience architecting and operating UC and CX platforms in hospitals and large healthcare systems.
• Understanding of life-safety communications, emergency routing, paging, and clinical workflows.
• Proven ability to deliver high-availability, compliant, and resilient communication platforms that directly support patient care.

Required

• EDUCATION - Bachelor's or 4 years of work experience above the minimum qualification
• EXPERIENCE - 10 Years of Experience
   

About Baylor Scott & White Health

Baylor Scott & White Health (BSWH) is the largest not-for-profit health care system in Texas and one of the largest in the United States. With a commitment to and a track record of innovation, collaboration, integrity and compassion for the patient, BSWH stands to be one of the nation’s exemplary health care organizations. Our mission is to serve all people by providing personalized health and wellness through exemplary care, education and research as a Christian ministry of healing. Joining our team is not just accepting a job, it’s accepting a calling!

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