Job Description:
Daily Duties / Responsibilities:
Daily telephony engineer operations
Job Duty #1:
- Provide operational and advanced telephony administration.
- Respond to move, add, change, and disconnect requests for voice, voicemail, conference services, safety devices, telephone IVR, vectoring and call center requests, and unified communication services.
- Responsible for maintaining accurate 911 location information.
- Provide exceptional customer service and professional interaction to build and maintain operational credibility.
- Create detailed technical notes and documentation.
- Create knowledge base articles for internal and customer consumption.
- Use Division of Information Technology systems for tracking work performed and labor hours.
- Provide advanced technical support for projects and serve as lead for tasks required to maintain telephony network systems.
- Research, design, maintain, and implement improvements to enterprise telephony network.
- Includes advanced system and hardware configuration and installation of related equipment including media gateways, telephones, and safety devices.
- Develops and documents standards, processes, and configurations.
- Perform quality assurance testing. Works with vendors to provision new circuits and outage resolution.
- Analyze and evaluate vector routing, ARS routing tables and route patterns to ensure efficient operation.
- Diagnose and resolve related issues.
- Perform surveys of existing telephone systems and provide recommendations for the use of specific technologies to solve discrete problems.
- Provide technical input and recommendations for strategic direction of enterprise telephony services.
- Serve as primary point of escalation for technical work.
- Provide operational and engineer-level support for enterprise telephony network and unified communications.
- Respond to customer incident tickets and provide resolution.
- Coordinate multi-team efforts to resolve outages quickly.
- Perform advanced maintenance and repair to telephony and unified communications systems to ensure optimal performance and long-term efficiencies.
- Seek opportunities for automation to streamline operational processes, and work with Division of Information Technology Automation team to implement.
- Work collaboratively with team members, other groups, and vendors to increase service quality.
- Provide proactive support to improve the efficiency and resiliency of service and to decrease outage time.
- Monitor telephony and network systems to increase proactive problem resolution and ensure maximum uptime.
- Provide detailed documentation of existing systems and maintain documentation accuracy as enhancements are made, to include system diagrams.
- Adhere to all Division of Information Technology Incident Management and Change Management processes.
Required Skills (rank in order of Importance):
- 2+ years of experience with Avaya on premise PBX systems
- 2+ years of experience administering VoIP and unified communications platforms.
- 2+ years of experience with SIP, RTP, QoS, dial plans, call routing, and voice gateway technologies.
- 2+ years of experience troubleshooting voice quality, call routing, carrier connectivity, and E911 services.
- 2+ years of experience with telecommunications infrastructure, including voice circuits, session border controllers (SBCs), and PSTN integration.
Preferred Skills (rank in order of Importance):
- Experience designing, implementing, and supporting enterprise cloud-based telephony solutions, including migration from on-premises telephony platforms to cloud-based services.
Required Education/Certifications:
- Bachelor’s degree or equivalent work experience.
Additional Skills/Requirements:
- Moderately complex to complex knowledge of telephone network services. Moderately complex to complex knowledge of methods of telephone network design.
- Ability to present technical and non-technical reports in a clear and concise manner.
- Ability to establish effective working relationships with vendors, management staff, and users.
- Advanced knowledge of systems administration techniques and tools.
- Strong interpersonal and communication skills and ability to manage multiple, shifting priorities
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