Network Engineer ? Project Lead (Telephony Engineer)

Project Overview

The Telephony Engineer / Project Lead will provide advanced operational, engineering, administration, and project leadership support for the University of South Carolina?s enterprise telephony and unified communications environment. The role is responsible for maintaining reliable voice services, supporting day-to-day telephony operations, resolving complex incidents, leading technical initiatives, and improving the performance, resiliency, and efficiency of enterprise voice systems.

Duties/Responsibilities:

• Provide operational and advanced telephony administration, including move, add, change, and disconnect requests for voice, voicemail, conference services, safety devices, telephone IVR, vectoring, call center, and unified communication services.
  
• Maintain accurate 911 location information and provide professional customer service and support.
  
• Create and maintain detailed technical documentation, technical notes, and knowledge base articles for internal and customer use.
  
• Use Division of Information Technology systems to track work performed and labor hours.
  
• Provide advanced technical support for projects and lead tasks required to maintain enterprise telephony network systems.
  
• Research, design, maintain, and implement improvements to the enterprise telephony network.
  
• Configure and install telephony systems, hardware, media gateways, telephones, and safety devices.
  
• Develop and document technical standards, processes, and system configurations, and perform quality assurance testing.
  
• Work with vendors to provision new circuits and resolve outages.
  
• Analyze and evaluate vector routing, ARS routing tables, and route patterns, and diagnose and resolve related issues.
  
• Survey existing telephone systems and recommend appropriate technologies to address specific requirements.
  
• Provide technical recommendations for the strategic direction of enterprise telephony services and serve as the primary escalation point for technical work.
  
• Provide operational and engineer-level support for enterprise telephony networks and unified communications and resolve customer incident tickets.
  
• Coordinate multi-team efforts to resolve outages and perform advanced maintenance and repair of telephony and unified communications systems.
  
• Identify opportunities for automation and work with the Division of Information Technology Automation team to streamline operational processes.
  
• Collaborate with team members, other groups, and vendors to improve service quality, efficiency, resiliency, and reduce outage time.
  
• Monitor telephony and network systems to proactively identify and resolve problems and ensure maximum uptime.
  
• Maintain accurate system documentation and system diagrams as enhancements and changes are implemented.
  
• Follow Division of Information Technology Incident Management and Change Management processes.
  

Requirements

Education and Certifications:

• Bachelor?s degree or equivalent work experience.
  

Required Skills:

• 2+ years of experience with Avaya on-premises 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:

• Experience designing, implementing, and supporting enterprise cloud-based telephony solutions, including migration from on-premises telephony platforms to cloud-based services.
  

Additional Skills:

• Moderately complex to complex knowledge of telephone network services and telephone network design methods.
  
• Ability to present technical and non-technical reports clearly and concisely.
  
• 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, with the ability to manage multiple, shifting priorities.
  

Benefits