Job Summary

We are seeking a highly skilled and experienced IS Telecom Engineering Manager to 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, including AI-enabled voice and customer experience capabilities, within a regulated healthcare environment.

This role is accountable for end-to-end architecture, adaptive 1-3-year roadmap development, AI enablement, 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, applied AI leadership, and people leadership across onshore and offshore engineering teams.

Key Responsibilities

Enterprise Architecture, Roadmap & AI Strategy

• 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 an adaptive 1-3-year ggggtechnology roadmap, explicitly incorporating:
  • AI-driven CX capabilities (e.g., intelligent routing, virtual agents, speech analytics)
  • Cloud and platform modernization
  • Cisco and Genesys lifecycle management
  • PSTN, SIP, and carrier evolution with C1CX
  • Technical debt reduction and resiliency improvements
• Evaluate and integrate emerging AI technologies from Cisco, Genesys, and ecosystem partners, balancing innovation with healthcare compliance and operational readiness.
• Define reference architectures and guardrails for the safe, secure adoption of AI within voice and contact center platforms.

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 for C1CX-managed voice, SIP, SBC, and carrier services, including AI-assisted call routing and analytics capabilities where applicable.
• Design and enforce enterprise dial plans, call routing strategies, SIP normalization, survivability models, and AI-enabled traffic optimization.
• Ensure UC architectures meet clinical uptime, resiliency, and life-safety requirements.

Contact Center, CX & AI Enablement

• Act as the architectural lead for enterprise contact center platforms, including:
  • Cisco Unified Contact Center Enterprise (UCCE)
  • Genesys CX Cloud (Genesys Cloud CX) with AI-powered voice, digital, and routing services
• Lead the design and implementation of AI-enabled CX capabilities, such as:
  • Virtual agents and conversational AI
  • Predictive and skills-based routing
  • Speech-to-text, sentiment analysis, and interaction analytics
  • Agent assist and real-time guidance
• Define coexistence, migration, and decommissioning strategies between Cisco and Genesys platforms, leveraging AI to improve customer and clinician experiences.
• Partner with CX, clinical, and business leaders to translate experience and efficiency goals into scalable, AI-enabled technical designs.

Security, Compliance & Responsible AI

• Architect solutions that meet HIPAA, PHI, and healthcare regulatory requirements, including encryption, auditability, access controls, and data protection.
• Establish Responsible AI principles for voice and CX platforms, including:
  • Data privacy and PHI protection
  • Model transparency and auditability
  • Human-in-the-loop controls for clinical and patient interactions
• Partner with security, legal, and compliance teams to ensure AI solutions meet ethical, regulatory, and organizational standards

Operations, Automation & AI-Driven Insights

• Lead onshore and offshore engineering and operations teams, establishing clear operating models and accountability.
• Leverage AI-driven analytics and automation to:
  • Improve incident detection and root-cause analysis
  • Reduce MTTR and operational noise
  • Enhance proactive monitoring and capacity planning
• Drive continuous improvement through data-driven insights across UC and CX platforms.
• Ensure AI and automation initiatives are delivered through well-governed execution plans.

People Leadership & Vendor Management

• Provide technical mentorship and architectural coaching, including upskilling teams on AI-enabled platforms and tools.
• Lead performance management, skills development, and succession planning across distributed teams.
• Govern vendor and MSP relationships, including:
  • C1CX service delivery, SLAs, KPIs, and AI-enabled service improvements
  • Cisco, Genesys, and AI technology partners
• Serve as a trusted advisor to executive leadership on AI, CX, and telecom strategy.

Ideal Candidates Will Possess the following:

• 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 AI-powered routing, analytics, and virtual agent capabilities.
• Proven experience integrating AI into voice and contact center platforms 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 needs into adaptive, AI-enabled 1-3 year roadmaps.

Preferred Experience

• Cisco Collaboration certifications (CCNP / CCIE).
• Genesys Cloud CX certifications (including AI-focused credentials where available).
• Experience with AI platforms and services embedded in Cisco, Genesys, or cloud ecosystems.
• Experience with Webex Calling and Microsoft Teams Direct Routing.
• Experience integrating workforce optimization, compliance, and analytics 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 secure, compliant, and resilient AI-enabled communication platforms that directly support patient care and operational efficiency.

Minimum Requirements

• Bachelor's or 4 years of work experience above the minimum qualification
• 5 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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