Senior Unified Communications Engineer

Douglas County; Castle Rock (CO); On-site; USD 110,000 - 170,000; Full time

Job summary

Douglas County is seeking a Senior Unified Communications Engineer to design, configure, and support our Unified Communications environment. The role includes system design, roadmap development, project implementation, upgrades, and deployment of voice, video, and collaboration solutions.

You will work with stakeholders to optimize communications and ensure reliable services. The ideal candidate has extensive experience with VoIP, contact centers, Cisco UC tools, and WAN/LAN integration, plus a

Qualifications

• Bachelor's degree or equivalent experience in telecommunications or related field.
• ,
• ],
• job_responsibilities_description

Responsibilities

• Design, implement, and maintain Unified Communications solutions to meet business needs.
• Lead projects from planning through deployment and support.
• Perform security reviews of UC infrastructure and applications.
• Create runbooks, documentation, and training for IT staff and users.

Skills

Unified Communications design

VoIP troubleshooting

Project leadership

Vendor collaboration

LAN/WAN operations

Stakeholder communication

Education

Bachelor's degree in Telecommunications or Electrical Engineering

Tools

Cisco Collaboration Stack

CUCM

Cisco Unity Connection

UCCX

Cisco Expressway

VoIP/SIP infrastructure

SIP trunking

Wireshark

Job description

The Senior Unified Communications Engineer maintains, configures, and supports the Unified Communications environment, including system design, roadmap development, project implementation, upgrades, and hardware/software installation. The engineer also evaluates, and documents communication and collaboration architectures and solutions—such as phone systems, circuits, VoIP, cloud services, and related connectivity and integrations—to meet business needs.

ESSENTIAL DUTIES AND RESPONSIBILITIES: Key duties and responsibilities of the Senior Unified Communications Engineer position include, but are not limited to, the items listed below.

• Ensure successful delivery to support strategic planning and initiatives
• Improve organizational performance, and advance progress towards Douglas County Government goals.
• Work with County users, vendors, carriers, and technical staff on the implementation, optimization, and security of the Unified Communications environment. This includes troubleshooting core infrastructure and communication services such as call control systems, Contact Center and messaging platforms, collaboration tools, voice and video services, gateways, and all other Unified Communications applications.
• Carry out maintenance/upgrades on all Unified Communications infrastructure and end points.
• Proficiencies in local area network/wide area network (LAN/WAN) operations are required to ensure optimum configuration and operation of all integrated systems.
• Independently (with minimal oversight) develop and maintain trusted advisor relationships with business, clinical, and operations leaders that include guidance for optimizing use of Unified Communications and Contact Center tools.
• Build solutions and implementation plans utilizing the appropriate internal and external resources and ensuring full involvement of business partners and communication with all stakeholders.
• Perform security review of Unified Communications Infrastructure and Applications. Maintains industry knowledge of various telecom technologies and phone services.
• Research, analyze, recommend, and implement new software, hardware, tools, systems, and processes to provide state-of-the art collaboration experience.
• Lead the development and delivery of training relevant to area of expertise.
• Monitor the latest market trend and industrial landscape to discover opportunities to improve customer experience and reduce operating costs.
• Build and maintain project/technology related documentation, ensuring that accurate information is always available to other colleagues and management.
• Manage Unified Communications system logging and provide performance metrics.
• Provide detailed runbook procedures and support documentation for routine maintenance on Unified Communications systems.
• Manages accurate inventory of telecom related circuits and devices.
• Performs telephone and voicemail moves, adds, and changes as well as train other IT Staff on processes and procedures to perform Moves, Adds and Changes in the Unified Communication systems.
• Offers advanced knowledge and experience in the area of Unified Communications.

MINIMUM QUALIFICATIONS:

EDUCATION and/or EXPERIENCE:

• A Bachelor's Degree in Telecommunications, Electrical Engineering, vocational/technical training, or closely related field, or equivalent experience, is required.
• At least five years of progressive experience in Telecommunications operations, VoIP and voicemail systems administration.
• A combination of education and experience may be considered.

CERTIFICATIONS, LICENSES, & REGISTRATIONS:

• This position requires successful completion of a criminal background check including fingerprinting through a national database.
• Must possess a valid Colorado Driver’s License upon hire, with complying insurance. Review of motor vehicle record is required at time of hire and periodically throughout employment.

KNOWLEDGE, SKILLS, and ABILITIES:

Knowledge:

• Demonstrated success designing, configuring, and supporting Unified Communications infrastructure
• Demonstrated success troubleshooting to isolate and diagnose problems in largescale voice and video implementations.
• Demonstrated success translating business needs into operational requirements
• Demonstrated success managing multiple projects simultaneously
• Demonstrated success as mentoring and teaching others on Unified Communications technologies
• Solid understanding of modern telecommunications systems and connectivity solutions, including VoIP infrastructure, SIP trunking, broadband and fiber-based services, and contemporary network transport technologies.
• Demonstrated knowledge of Cisco Collaboration Stack architecture, design and administration principles: Cisco Unified Communications Cisco Unified Communications Manager (CUCM), Cisco Unity Connection voicemail, Cisco Unified Contact Center Express (UCCX), Cisco Expressway (Mobile Remote Access and B2B Calling); Cisco IM & Presence
• Demonstrated knowledge of Cisco Session Border Controllers (CUBE), Voice gateways, Analog/digital Circuits, SIP, SCCP, RTP, SRTP, H.323, MGCP, and related VoIP protocols
• Demonstrated knowledge of Dial plans, call routing, digit manipulation, translation patterns, route groups, and route lists Call Handlers and Call Centers
• Demonstrated knowledge of Voice Quality of Service (QoS) design and implementation.
• Knowledge of Webex Calling, Webex Contact Center, and hybrid cloud collaboration solutions

Skills: (Language and math)

• Ability to read, understand, and interpret complex technical documents, diagrams, and manuals.
• Ability to communicate with management, users, and technical staff at all levels.
• Ability to communicate effectively both verbally and in writing.
• Ability to establish and maintain effective working relationships.

ABILITIES: (Reasoning)

• Ability to define problems, collect data, establish facts, apply logic, draw valid conclusions, and devise complex technical solutions.
• Ability to interpret a variety of complex technical instructions or diagrams and deal with abstract ideas.
• Ability to make time-critical decisions regarding data and voice systems situations. Ability to rate priorities during busy periods with multiple failures.

OTHER SKILLS and ABILITIES:

• Ability to provide system solutions involving systems integration, platforms, protocols, and technologies.
• Ability to recognize and adjust to rapidly changing technologies and trends.
• Strong work habits, organization, and time management skills.
• Working knowledge of Operating Systems is highly desirable.
• Troubleshoot complex voice, voicemail, contact center, and collaboration issues
• Analyze packet captures using Wireshark and other diagnostic tools
• Perform SIP call flow analysis and protocol troubleshooting