Unified Communications (Uc) Engineer - IT Communications Analyst III

ABOUT THE POSITION

The Riverside County Information Technology department (RCIT) is seeking an Unified Communications (UC) Engineer/IT Communications Analyst III for Tier 2 Operations. The UC Engineer will oversee the maintenance and reporting on the County of Riverside's voice systems and act as a lead over staff.

This position requires someone who has extensive voice systems experience, including managing an on-premise Voice over Internet Protocol (VoIP) system, and who is analytical, creative, and innovative in finetuning the system into a better product for the customers. Applicants must have current knowledge and understanding of VoIP and Session Initiation Protocol (SIP) products and solid knowledge in Open Systems Interconnection (OSI) Model layers, Internet Protocol (IP) Routing, Transmission Control Protocol (TCP)/IP Operation. In addition, the UC Engineer must have strong customer services skills and be a good mentor and trainer, both in an office and virtual environment.

Experience with Cisco applications is highly desired: Cisco Attendant Console (CUAC), Cisco Contract Center Enterprise

• PCCE/UCCE, Cisco Finesse, Cisco Jabber, Cisco Prime System Analysis, Cisco Unified Communications Manager (CUCM), Cisco Unified Intelligence Center

• Reporting for UCCE, Cisco Unity Connection - voicemail, and Cisco Voice Portal (CVP) - IVR.

• Although the UC Engineer will be workingwith all aspects of Cisco voice systems, individuals with transferrable experience, such as experience with an Advanced Communications & Data (ACD) Network, are encouraged to apply.*

The UC Engineer will have the option to work remotely, after the initial training period, and only work in-office and perform site visits as needed. The UC Engineer will be on-call on a rotating basis.

About Riverside County Information Technology

RCIT is a full-service provider of IT services including communications, development, security, infrastructure, desktop support, helpdesk, and datacenter services. Comprehensive systems support is also offered for email and messaging, smart phones, tablets, expert technical support, and production and test environments.

Meet the Team

RCIT promotes a culture of Team Players! People are at the center of everything in the department and it is a priority to work together for a balanced, work-life environment. Executive Leadership is customer-focused and employee-supportive in all things. It is a goal to create an environment where working hard can be fun and rewarding for everyone. The department continues to grow in effective and dynamic ways to cultivate business relationships while promoting efficiencies through innovations to "Empower people to reach beyond…"

EXAMPLES OF ESSENTIAL DUTIES

• Monitor Cisco Unified Communications (UC) network components, on-line applications, network connectivity, and control telephone network, remote access, network components, on-line applications, and network connectivity: track and analyze problems and resolutions for the voice over internet protocol (VoIP) telephone system, Calabrio voicemail system and Fax Server.

• Measure network resource availability, performance, and capacity on a scheduled basis with tools such as Cisco Prime Collaboration and Real-Time Monitoring Tool (RTMT).

• Troubleshoot system failures, performance deficiencies, and provide analysis of failures and inefficiencies.

• Provide expert analysis to end users of Packaged Contact Center Enterprise (PCCE) applications through Cisco Unified Intelligence Center (CUIC) reports.

• Install, configure, and maintain voice network nodes and telephones.

• Maintain, configure, and troubleshoot analog voice gateways and Session Boarder Controllers supporting a centralized situation initiation protocol (SIP) Trunk architecture.

• Perform configuration of Contact Center solution using Single Pane of Glass (SPOG).

• Work closely with vendor on maintenance and warranties.

MINIMUM QUALIFICATIONS

Extensive experience with SIP.

AND

Completion of 30 semester or 45 quarter units from an accredited college or university (Additional qualifying IT job-related experience may be substituted for the required education on the basis of 30 semester or 45 quarter units equaling one year of full-time experience).

AND

Four years of successful journey level IT job-related experience with one of those years including either lead person duties or technically advanced IT job-related work. (One year as an IT Communications Analyst II will satisfy the one year of lead or technically advanced experience requirement.)

Additional requirements

A California driver's license. The UC Engineer may be required to drive to sites to meet with customers and will be required to participate in our On Call rotation for after-hours support.

A successful Security Clearance conducted by the Sheriffs' Department is required for positions within the Riverside County Information Technology Department.

SUPPLEMENTAL INFORMATION

Application Deadline

This recruitment is open to all applicants.Applications will be reviewed in the order in which they are received. Based on the number of applications received, this posting may close or be extended without notice.Applications received prior to the closing date will be considered based on the information submitted. Changes or alterations cannot be accepted. No late applications will be permitted.

Qualified applicants may be considered for future vacancies throughout the County. Applicants who are current County or RCIT employees may be considered before other applicants depending on the volume of applications received.

Applicants who fail to provide information demonstrating they possess the position requirements may not be considered further in the application process. A description of job duties directly copied from the job classification or job posting will not be considered.

Degree Verification

Prior to the closing date, upload a copy of any license(s), official/unofficial transcript(s), degrees, and/or related employment documents to your NeoGov account. If your education was completed outside of the United States, you will need to provide a copy of your Foreign Education Equivalency evaluation from a member of the National Association of Credential Evaluation Services (NACES)or Association of International Credential Evaluators, Inc. (AICE).

Veterans' Preference

The County of Riverside has a Veteran's Preference Policy. Upload a copy of your (or your spouse's) Member-4 Form DD-214 (or NGB-22) indicating dates of service, and a copy of your spouse's letter of disability (if applicable) with your application. For privacy reasons, it is recommended that you remove your social security information from the document(s). A Human Resources Representative will review the materials and determine if you qualify for veterans' preference.

Reasonable Accommodations

The County of Riverside is committed to providing reasonable accommodation to applicants as required by the Americans with Disabilities Act (ADA) and Fair Employment and Housing Act (FEHA). Qualified individuals with disabilities who need a reasonable accommodation during the application or selection process should contact the recruiter for the position noted above. For additional information and/or to obtain the appropriate form for requesting a reasonable accommodation, please visit the Disability Access Office web page located at: http://dao.rc-hr.com/.

GENERAL INFORMATION

If you have any questions regarding this posting, please contact Karla Medrano at kmedrano@rivco.org.

If you are experiencing technical problems, you may contact the governmentjobs.com applicant support desk Monday through Friday, 6 am to 5 pm Pacific Time at support@governmentjobs.com or toll-free 1-855-524-5627.