Senior Systems Operations Engineer - AI, UC & Communications

About this role:

Wells Fargo is seeking a Senior Systems Operations Engineer responsible for the design, support, and modernization of enterprise voice, unified communications, and collaboration platforms. This role provides technical leadership across Cisco UC technologies, Ribbon SBCs, Webex, carrier services, E911 compliance, and cloud communications solutions.

Key Responsibilities

• Design, deploy, administer, and optimize Cisco Unified Communications (CUCM), Cisco Unity Connection (CUC), Cisco Emergency Responder (CER), Webex Calling, and Enterprise Collaboration platforms.
• Engineer and support Ribbon Session Border Controllers (SBCs), SIP routing policies, carrier interconnects, Direct Inward Dialing (DID) management, and enterprise voice resiliency solutions.
• Develop and maintain carrier connectivity solutions including SIP trunks, PSTN services, toll-free services, emergency services routing, telecommunications inventory, and number lifecycle management.
• E911 compliance initiatives through Cisco Emergency Responder, Intrado, Location Manager, and associated location management platforms to ensure regulatory compliance and accurate emergency response routing.
• Design, implement, and maintain Calling Line Identification (CLID), Calling Name (CNAM), and Telephone Consumer Protection Act (TCPA) compliance controls across enterprise voice environments.
• Support Webex application deployment, Webex integrations, softphone solutions, collaboration endpoints, and hybrid workplace communications services.
• Engineer and support endpoint operating systems including Windows, macOS, iOS, and Android platforms as they relate to voice, collaboration, and communications services.
• Perform interoperability testing and validation for carrier services, voice gateways, SBCs, Webex services, voicemail applications, and end-user collaboration solutions.
• Utilize voice and network testing tools to perform packet analysis, SIP call tracing, protocol analysis, service assurance, fault isolation, and performance validation.
• Drive automation initiatives supporting telecom provisioning, compliance reporting, endpoint management, inventory reconciliation, and operational workflow optimization.
• Partner with Information Security, Compliance, Risk, and Legal teams to ensure telecommunications services meet regulatory, audit, and policy requirements.

Required Qualifications

• 4+ years of Systems Engineering, Technology Architecture experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

• 4+ years of experience with Cisco Unified Communications Manager (CUCM) administration, engineering, and deployment.

• 4+ years of experience with Cisco Unity Connection (CUC) voicemail systems and messaging services.

• 4+ years of experience supporting Ribbon Session Border Controllers (SBCs) and SIP-based communications architectures.
• 4+ years of experience working with telecommunications carriers, SIP trunking providers, PSTN services, and enterprise voice and toll free routing.
• 4+ years of experience supporting Cisco Webex collaboration technologies, softphone solutions, and unified communications applications.
• 4+ years of experience with E911 services, Cisco Emergency Responder (CER), Location Manager, and emergency services compliance.
• Experience supporting CLID/CNAM management, number reputation management, carrier escalation processes, and TCPA compliance requirements.
• Experience troubleshooting SIP, RTP, SCCP, and VoIP protocols within complex enterprise environments.
• Working knowledge of Windows, macOS, Android, and iOS operating systems as they relate to voice and collaboration services.
• Experience utilizing telecom and network diagnostic tools for packet capture, SIP analysis, and call flow troubleshooting.

Preferred Qualifications (Enhanced)

• Experience supporting large-scale enterprise contact center, unified communications, or CCaaS environments.
• Experience with Five9, Cisco Contact Center, Webex Contact Center, IPC, Cloud9 or similar cloud communications platforms.
• Experience with telecom testing and analysis tools such as Wireshark, Ribbon Analytics, Cisco RTMT, Splunk, or equivalent monitoring solutions.
• Knowledge of FCC regulations, TCPA requirements, E911 regulatory standards, STIR/SHAKEN, and telecommunications compliance frameworks.
• Experience with automation languages including Python, PowerShell, Bash, Ansible, or API-driven orchestration frameworks.
• Familiarity with AI-assisted monitoring, predictive analytics, and automated incident management platforms.
• Experience managing telecom inventory, DID lifecycle management, carrier migrations, and numbering administration.
• Strong understanding of SIP security, SBC policy enforcement, fraud mitigation, and enterprise voice governance

Job Expectations:

• This role is not eligible for current or future visa sponsorship

• This role is not available for 100% remote work

• You must be able to work on-site in one of the listed locations in a hybrid environment

Posting End Date: 

*Job posting may come down early due to volume of applicants.

We Value Equal Opportunity

Wells Fargo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.

Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit’s risk appetite and all risk and compliance program requirements.

Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.

Applicants with Disabilities

To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo.

Drug and Alcohol Policy

Wells Fargo maintains a drug free workplace.  Please see our Drug and Alcohol Policy to learn more.

Wells Fargo Recruitment and Hiring Requirements:

a. Third-Party recordings are prohibited unless authorized by Wells Fargo.

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.