Senior Cisco Voice Engineer

Description

The Telecom Senior Cisco Voice Engineer is a technical senior position responsible to perform various work functions in support of the Telecom team. This position will require an in-depth technical knowledge of phone systems to facilitate the install and management of the CISCO VOIP phone system and associated components. A working knowledge of telecommunication networks and their supporting systems is also required.

In addition, this position will be involved in project tasks, and provide industry knowledge in performing basic and advanced tasks associated with telecom responsibilities. The Telecom Engineer will provide high-level input to any system architecture changes that includes proper documentation and facilitate training to peers. This role will be required to interact with customers and various internal/external organizations to ensure deliverables are met.

Duties and Responsibilities

The Senior Cisco Voice Engineer plays a critical role in ensuring the health, stability, and efficient operation of the County's telecommunications infrastructure. This position involves oversight of Cisco phone systems. Here are the key responsibilities:

• System Health and Stability:

• Oversees the overall health and stability of the telecommunications systems. This includes monitoring system performance, identifying issues, and implementing corrective measures.

• They collaborate with the Telecom Team Lead to coordinate vendor activities, maintenance, and upgrades. The goal is to minimize downtime and minimize impact on end users.

Capacity Planning and Optimization:

• Proactively monitoring system resources is essential. The manager ensures optimal performance by analyzing resource usage and planning for future growth.

• They work closely with the Telecom Team Lead to develop capacity plans that accommodate increasing demands.

Help Desk Support and Incident Resolution:

• Routine system tasks and Help Desk tickets fall under the senior's purview. They resolve issues promptly, adhering to service level guidelines and maintaining excellent customer service.

• Their expertise in Cisco systems ensures efficient incident resolution.

Customer Interaction and Solutions:

• Building strong customer relationships is crucial. The senior interacts with customers to understand their needs, assess available resources, and recommend optimal solutions.

• They act as a bridge between technical capabilities and user requirements.

Vendor Management and Product Recommendations:

• Managing technological aspects of the system involves evaluating vendor products and services.

• The manager collaborates with the Telecom Lead to recommend system upgrades and select suitable products/services.

Staff Training and Mentorship:

• The manager assists in training and mentoring staff, ensuring they stay informed about system changes and best practices.

Software Administration:

• Providing software-oriented administrative support on Cisco communication platforms is part of their role. They handle Telecom Tickets related to end-user break/fix repair, as well as move, add, and change (MAC) requests.

In summary, the Senior Cisco Voice Engineer is a pivotal figure in maintaining reliable communication systems for the County. Their technical expertise, customer-centric approach, and proactive management contribute to seamless operations and user satisfaction.

Education, Experience, Licensing

Education and Experience:

• Requires any combination of education and experience equivalent to:

• Bachelor's Degree in information technology, computer science, or a closely related field.

• Two years of technical project management, information technology, or closely related experience.

Supplemental Information

• Technical Skills:

• Minimum 5 years of experience with Cisco Call Manager (CUCM).

Understanding and experience in Route Pattens, Media Resources, SIP Trunk, Translation Patterns, Call Flow, Device Mobility Profiles, License and Certificate Management.

• Minimum 5 years of CUC (Unity).

Understanding and experience in System Call Handlers, Auto Attendants. Greetings, O365 integration, License and Certificate Management.

• Minimum 5 years of experience with Cisco UCCX.

Experience within Finesse, CUIC, and Scripting.

• Minimum 5 years of Calabrio.

Understanding of Agent Call recording setup, Device association, License and Cert Management.

• Minimum of 5 years of experience with CISCO Expressways.

Understanding of Mobility Users, and Certificate Management

• 3-5 years of knowledge in CUBE or Gateway Troubleshooting and Configuration.

Understanding of Sip Troubleshooting, MGCP, SRST, Dial-Peers, T1 configs, Dial-Plan Provisioning, DSP and codecs.

• Minimum 3 years of experience with INFORMACAST.

Provide configuration and system programming of services using the tool for broadcast services.

General Skills and Knowledge:

• Familiarity with various telecommunication systems and practices.

• Understanding of wiring standards, system paging standards, and installation practices.

• Proficiency in using test equipment and diagnostic software.

• Physical ability to install and configure equipment, connections, wiring, and cable.

Additional Qualifications:

• Strong computer skills, especially in word processing and spreadsheet programs.

• Prior customer service experience.

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