VoIP Engineer II

The VoIP Engineer II is responsible for providing day-to-day administration, operation, incident management, maintenance, troubleshooting, and support for Enterprise-wide voice system, including (but not limited to) participation in planning, installation, monitoring, maintenance, management, and coordination. Provides engineering support for the VoIP network infrastructure and UC services which include TDM and IP-based trunking, voice routing design, configuration, and unified messaging. Serves as an escalated resource for IT Service Desk and within the Telecom Team for customer incidents and work orders for voice network infrastructure devices.

Provides cross-training and mentoring across IT Service Desk Teams. Supports the engineering and project management teams by performing the voice communications aspects of small to large sized projects from inception to completion including technical assessments, design, planning, integration, testing, and implementation. Creates and maintains technical documentation (SOPs, User Guides, etc.) in support of both direct customer education and the technical knowledgebase. Provides emergency assistance & technical recovery in the event of an emergency affecting the availability and/or service quality of the voice network.

PRIMARY/ESSENTIAL DUTIES:

• Performs engineering support of Cisco Unified Communications Manager (CUCM), Cisco Unity Connections, IMP, voice & video conferencing, faxing, efaxing, E911, UCCX, quality management and collaboration tools for both production services as well as direct customer-facing support. Supports escalations from VoIP Engineer I and IT Service Desk operations.
• Telephone Equipment Support and Repair: Responsible for responding to repair requests and performing or coordinating associated repair duties for problem resolution across enterprise voice, local client hardware, and supporting infrastructure.
• Incident Support: Provide customer service support in troubleshooting and resolving basic to intermediate system programming issues; if required, create and close work orders and/or assign them to the appropriate individual or group.
• Assists with daily operation of unified voice services provided across campus and wide area networks, and must ensure proper change management practices are followed including creating and updating all related engineering documents, phone tree documents, topology or flow drawings, dial-plans, call routing policies, etc.
• Responsible for handling tickets from internal users for a wide range of requests including but not limited to onboarding, separation, phone trees and ACD.
• Must be able to participate in a 24/7 on call schedule.
• Miscellaneous Telecom support duties and move coordination: Assist and support Telecom team members in other projects; perform miscellaneous activities as assigned.

REQUIRED EDUCATION AND EXPERIENCE:

• Bachelor’s degree OR equivalent combination of education and experience that demonstrates competency.
• 3-5 years of experience in supporting Voice Operations and/or Voice Engineering.
• Intermediate knowledge of Cisco Routers, Structured Cabling, and LAN/WAN circuits; PRI, SIP, MPLS, FXO, FXS, and POTS.
• Intermediate knowledge and experience with Cisco Unified Call Manager, IMP, Telepresence, IPCC, Unity, CCX, SRST, CUBE, Webex, Jabber, secure voice concepts, and secure voice processes.
• Intermediate knowledge and experience with the design, configuration, long-term planning, operational support, and project management of large telecommunication systems and associated data networks.
• Per the driver's license requirement noted below, must have a driving record acceptable to Risk Management.

REQUIRED LICENSES/CERTIFICATIONS:

• Current Driver’s License.

PREFERRED QUALIFICATIONS: (Optional)

• Certification on Cisco voice systems.
• Experience with Akkadian Provisioning Manager
• Experience with Calabrio QM and WFM

KNOWLEDGE, SKILLS AND ABILITIES

• Intermediate knowledge of and experience with VLANs, switchport configuration, layer two networking, and QOS.
• Intermediate knowledge of the following protocols: SIP, MGCP, H.323, SCCP.
• Ability to achieve customer satisfaction by maintaining SLA’s for call quality, uptime, and resolution of high-priority incidents.
• Ability to work across IT Teams to introduce operational processes.
• Able to recognize and solve typical problems related to Voice Communications systems.
• Ability to resolve issues in an efficient and timely manner & provide users with non-technical, comprehensible explanations including guidance or advice as necessary.
• Applies acquired expertise, company policies and procedures to complete assigned tasks.
• Excellent verbal/written communication and documentation skills.
• Able to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Able to read, analyze, and interpret documents and technical procedures.
• Able to write reports, routine business correspondence, and documentation.
• Able to effectively present information and respond to questions from managers, clients and customers.
• Able to establish and maintain effective working relationships with co-workers and others, interacting and maintaining a substantial sense of teamwork and collaboration.
• Able to effectively prioritize heavy workload and meet deadlines.
• Able to respond quickly in emergency situations.
• Able to effectively use required tools and equipment.
• Proficient analytical and problem-solving skills.
• Completes assignments in resourceful and effective ways.
• Works on assignments requiring considerable judgment and initiative.
• Understands implications of work in greater infrastructure and makes recommendations for solutions.
• Determines methods and procedures on new assignments.
• Able to solve practical problems and deal with a variety of concrete variables in situations where some standardization exists.
• Able to effectively identify and solve a range of problems in straightforward situations.