Responsibilities & Duties
Manage the UC/VoIP system architecture, including dial plan, voice gateways, redundant services, integration with NIH Active Directory.
Install, configure, maintain, and enhance Cisco Unified Communications tools.
Create, add, modify, and delete phone lines; provision UC phones and voicemail accounts; maintain and troubleshoot as needed.
Administer user accounts.
Manage IP phones throughout the full lifecycle including setup, maintenance, firmware updates and validation, reassignments, and final disposition.
Monitor UC system availability, performance, and call quality 24/7; provide alerts if systems are down; serve as first responder to all alerts, troubleshooting and remediating issues, and tuning performance as required.
Troubleshoot IP telephony issues based on traffic, gateways, network connections, firewalls call manager services, and other concerns.
Work with Security to provide the security, performance, availability, redundancy, and auditing required to meet customer expectations and comply with all Government regulations and guidelines.
Work with Desktop Support to ensure proper rollout and quality service delivery to end users within Service Level Agreement (SLA) targets; incorporate vendor support as needed to resolve issues.
Consult with end users to design custom solutions as needed to meet special business needs.
Document plans, policies, standard operating procedures (SOPs), overall service structure and objectives, service inventory, risks and mitigations, resource plans, and end user instructions.
Report on daily equipment status, anomalies, maintenance activities, availability, and up time percentages, and any outages relevant to VoIP/UC infrastructure, system capacity, etc.
Identify and follow through on opportunities to improve UC services. Track industry trends and maintain knowledge of new technologies to better serve the enterprise's architecture needs.
Participate in on-call rotation for off-hours support.
Bachelor's Degree in Computer Science (not required) or other related business, scientific, or technical discipline
1+ years of experience supporting unified communications systems based on Cisco products to include VoIP phones and tools, Jabber (PC and Mac), Unity Server, Call Manager, Prime Collaboration Provisioning and Analytics, WebEx, etc.
Ability to effectively and confidently communicate in writing and presentations complex topics and procedures with team members and all levels of customer stakeholders
Excellent organizational skills and strong attention to detail
Enthusiastic, proactive, positive attitude with great listening skills, high integrity, and a keen sense of customer service
Ability to adapt to rapidly changing requirements with a flexible and creative engineering-focused approach to brainstorming, troubleshooting, and problem solving
Willingness to travel in continent of US
Willingness to work outside of normal business hours as needed for maintenance, on-call coverage, incident response, etc.
Bank of Hope is an Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law. Bank of Hope will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the employer's legal duty to furnish information.
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