Baylor Scott & White Health · 1 day ago
IS Telecom Engineering Lead
Dallas, TX
Full-time
Onsite
Senior Level, Lead/Staff
10+ years expBaylor Scott & White Health is seeking a highly skilled IS Telecom Engineering Lead to serve as the enterprise architect and platform owner for a complex Cisco Unified Communications and Genesys CX Cloud ecosystem within a regulated healthcare environment. The role focuses on end-to-end architecture, roadmap development, and operational excellence across voice and contact center platforms, while leading onshore and offshore engineering teams.
FitnessHealth CareMedicalSports
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 recovery, 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
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
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
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
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
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
Qualification
Required
EDUCATION - Bachelor's or 4 years of work experience above the minimum qualification
EXPERIENCE - 10 Years of Experience
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
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
Company
Baylor Scott & White Health
Baylor Scott & White Health is a non-profit health care system that research about the outpatient, and emergency treatment services.
10001+ employees
H1B Sponsorship
Baylor Scott & White Health has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (17)
2024 (9)
2023 (6)
2022 (5)
2021 (4)
2020 (6)
Funding
Current Stage
Late StageLeadership Team
J
Jennifer Mitzner
Executive Vice President & CFO
Recent News
2025-12-09
Company data provided by crunchbase