Project Lead

TALENT Software Services; Columbia (SC); On-site; USD 90,000 - 120,000; Full time

Job summary

TALENT Software Services is seeking an experienced Telephony Engineer to support enterprise voice, UC, and telephony networks. You will respond to complex requests, design enhancements, and lead projects to improve reliability and performance across the organization.

Ideal candidates bring Avaya PBX expertise, VoIP/UC administration skills, and strong knowledge of SIP/RTP/QoS. You will collaborate with vendors and internal teams to maintain service quality and drive automation where possible.

Qualifications

• 2+ years with Avaya on-prem PBX systems.
• 2+ years administering VoIP and unified communications.
• 2+ years of SIP, RTP, QoS, dial plans, and voice routing.
• 2+ years troubleshooting voice quality, routing, and E911.
• 2+ years of telecom infrastructure including PSTN integration.

Responsibilities

• Provide advanced telephony administration and handle move/add/change/disconnect requests for voice, voicemail, IVR and UC services.
• Lead efforts on enterprise telephony network projects; design, implement and document improvements.
• Provide engineering-level support for telephony and unified communications; coordinate multi-team outages.
• Monitor systems, document diagrams, and ensure compliance with incident/change processes.

Skills

Avaya on-prem PBX

VoIP & UC platforms

SIP / RTP / QoS

E911 & voice routing

Telecom infra & PSTN

Education

Bachelor's degree or equivalent

Job description

• 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
• 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.

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
• 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.

Job Duty #2

• 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
• 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.

Job Duty #3

• 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.

Job Duty #4

• 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 (Clients), 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.

PREFERRED EDUCATION / CERTIFICATIONS

• N/A

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.