Senior IP Telephony Engineer; Remote

Who We Are

Join a team that puts its People First! As a member of First American’s family of companies, First American Home Warranty offers a wide range of home warranty products and services to home sellers, buyers and agents. Since 1889, First American (NYSE: FAF) has held an unwavering belief in its people. They are passionate about what they do, and we are equally passionate about fostering an environment where all feel welcome, supported, and empowered to be innovative and reach their full potential.

Our inclusive, people‑first culture has earned our company numerous accolades, including being named to the Fortune 100 Best Companies to Work For® list for eleven consecutive years. We have also earned awards as a best place to work for women, diversity and LGBTQ+ employees, and have been included on more than 50 regional best places to work lists. First American will always strive to be a great place to work, for all.

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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.

• 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, Audio Codes), 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.

• 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).

• 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, Ring Central, 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 (Power Shell, APIs) is a plus.

• 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.

First American will consider for employment all qualified applicants, including those with arrest or conviction records, in a manner consistent with the requirements of applicable state and local…