Sr. Telecom Voice Systems Consultant

Job#: 3018140

Job Description:

Expert Telecom Voice Systems Consultant

Transition City Departments from Avaya to MS Teams VoIP and/or Cisco VoIP

Location: Bay Area - visit the 9 county offices, will be required to travel

Pay: $75/hr to $95/hr

Term: 24 months with 1 option to extend for up to 8 months until December 2028

Full time - 2080 Hours

Project Summary:

Apex is looking for someone to help our cli modernize its telecommunications infrastructure, making significant progress in transitioning from over 100 outdated Avaya Telecom systems to state-of-the-art Voice Over IP (VoIP) technology. The motivation behind this transition is rooted in the fact that the legacy Avaya systems have become increasingly untenable: the technology is no longer supported by the vendor, suffers from frequent malfunctions and outages, and has become technologically obsolete. As a result, the City has taken proactive measures to enhance its telecommunications framework by systematically phasing out obsolete equipment and eliminating single points of failure. These strategic actions are aimed at reducing interruptions to the vital voice services the City provides to its residents. This initiative is being implemented across a multi-department, multi-platform environment, which introduces additional coordination and transition considerations.

In this modernization project, the City is offering a diverse array of VoIP services, including Microsoft Teams VoIP, Cisco VoIP, Webex VoIP Soft Phones, and Webex Calling (Cloud). This comprehensive offering empowers different City departments to select the technology that best aligns with their specific operational requirements and fiscal constraints, with the Department of Technology prescribing and recommending the best-fit solution. The project encompasses not only core telephony services but also integral supporting capabilities such as voicemail systems and contact center solutions, including Webex Contact Center, which may vary by department. The City's approach emphasizes continuity of service during system transitions, as well as end-user readiness through appropriate change management and training, to ensure efficient and seamless business operations. Overall, this initiative represents a holistic effort to modernize the City's telecommunications infrastructure while improving flexibility, resilience, and operational efficiency.

Job Description:

Provide project-based technical expertise to support migration from legacy Avaya PBX systems to Microsoft Teams VoIP, Cisco VoIP, Webex Soft Phones, and Webex Calling (Cloud).

Design, configure, and validate VoIP solutions, including call routing, voicemail, caller ID, and endpoint registration, in coordination with City networking and infrastructure teams.

Support Webex Contact Center integrations with enterprise platforms such as Salesforce, ServiceNow, Calabrio, and Webex AI Agent.

Perform site walkthroughs, inventory voice endpoints, and assist with phone placement and cutover planning.

Support VoIP readiness validation, including network dependencies, desktop client configuration, and endpoint provisioning.

Provide cutover and post-cutover support during system migrations, including troubleshooting and issue resolution.

Develop technical documentation and provide training to City administrative and end-user staff as required.

Collaborate with the Department of Technology to assess departmental requirements and support the selection of best-fit VoIP solutions.

Requirements:

The proposed resource for the one Expert levle Telecom Voice Systems Engineer with consulting experience possessing a strong technical background, strong written and verbal communication skills, and the ability to work collaboratively with other teams and stakeholders within the organization. The proposed resource will be responsible for providing project-based technical expertise in support of the City's migration and integration efforts involving Microsoft Teams, Cisco Unified Communications, Webex Calling, and Webex Contact Center, including integrations with enterprise platforms. This role requires a deep understanding of unified communications technologies, excellent problem-solving skills, and the ability to collaborate effectively with various teams to ensure seamless communication and collaboration across a public-sector, multi-department environment. This position is project-based and focused on migration, integration, and transition activities rather than ongoing operational support.

Key Responsibilities include but are not limited to:

Provide project-based technical support for Microsoft Teams, Cisco Unified Communications, and Webex Calling environments, including troubleshooting and issue resolution during migration and integration activities.

Support the configuration and administration of Microsoft Teams and Cisco Unified Communications environments in a project context.

Assist with the deployment, configuration, and validation of new features and updates related to VoIP and unified communications platforms.

Collaborate with IT staff and City departments to support integration and interoperability between communication systems and enterprise platforms.

Support Webex Contact Center environments and related integrations, as applicable, including platforms such as Salesforce, ServiceNow, Calabrio, and Webex AI Agent.

Conduct training sessions and develop documentation to help City administrative and end-user staff effectively utilize VoIP and unified communications solutions.

Monitor system performance during migration and transition activities and recommend improvements to enhance reliability and efficiency.

Support change management activities to minimize disruption during system migrations.

Stay current with industry developments and best practices in unified communications and VoIP technologies.

Required Experience:

Hands-On Experience: Practical experience with Cisco telephony systems and Microsoft Teams, including participation in migration projects, management of VoIP solutions, and work in production environments.

Consulting or Implementation Experience: Experience providing consulting or implementation services for telephony solutions and supporting large-scale voice system migrations.

Experience supporting, integrating, or migrating Webex Contact Center solutions in public-sector or large enterprise environments, including coordination across multiple departments and stakeholders.

Experience combining technical skills, education, and certifications to effectively support migrations from legacy PBX systems, including Avaya, to modern VoIP platforms.

Required Qualifications:

Five (5) or more years of experience supporting Microsoft Teams and Cisco Unified Communications environments.

Strong knowledge of Microsoft Teams administration and troubleshooting.

Proficiency with Cisco Unified Communications Manager (CUCM) and related technologies.

Familiarity with Avaya Communication Manager administration and implementation.

Excellent communication and interpersonal skills.

Ability to work independently and collaboratively as part of a team.

Strong analytical and problem-solving abilities.

Skillset:

VoIP and Telephony: Understanding of Voice over IP (VoIP) technologies, SIP (Session Initiation Protocol), and enterprise telephony systems.

Networking: Knowledge of networking fundamentals, including IP addressing, routing, quality of service (QoS), and network security.

Microsoft Teams: Familiarity with Microsoft Teams architecture and its integration with Microsoft 365 services.

Cisco Systems: Experience with Cisco Unified Communications Manager (CUCM), Cisco Call Manager, and Cisco VoIP solutions.

Avaya Systems: Familiarity with or experience supporting Avaya Communication Manager environments.

Desirable Certifications (preferred):

Microsoft Certifications:

Microsoft Certified: Teams Administrator Associate

Microsoft Certified: Microsoft 365 Enterprise Administrator Expert

Cisco Certifications:

Cisco Certified Network Associate (CCNA)

Cisco Certified Network Professional (CCNP)

Cisco Certified Specialist - Collaboration

AudioCodes Certifications:

AudioCodes Certified Professional (ACP) or equivalent certification demonstrating expertise with AudioCodes Session Border Controllers (SBCs), media gateways, and integration with Microsoft Teams Direct Routing.

Additional Certifications:

CompTIA Network+

ITIL Foundation

Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico. Apex uses a virtual recruiter as part of the application process. Click for more details.

Apex Benefits Overview: Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Apex team member can provide.