Telecom Voice Systems Engineer

Project Scope:

Task 1: Webex Contact Center Architecture with Platform Integrations

Multiple large City departments have requested their Webex Contact Center environments be integrated with one or more enterprise platforms, including Salesforce, ServiceNow, Calabrio, and Webex AI Agent. These integrations are intended to reduce the need to manage multiple platforms, enable more efficient call routing and automation, improve reporting and analytics, and enhance overall service delivery.

Task 1: Deliverables

1. 1. 1. Document and validate departmental requirements related to system functionality, capacity, performance, and integration use cases, subject to City review and approval.
      2. Architect and engineer system integrations between Webex Contact Center and the identified enterprise platforms, which may include Salesforce, ServiceNow, Calabrio, and Webex AI Agent.
      3. Implement and test the approved integrations and system interfaces, with results validated by the City.
      4. Train City staff, including both administrative and end-user personnel, on the use of the integrated solutions and associated workflows.

Task 2: City-wide Migration from Avaya to VoIP (Hall Of Justice, Human Services Agency, SF Sheriff's Department, San Francisco Police, Department of Emergency Management, 311, Public Utilities Commission, Juvenile Probation, SF Fire Department, City Attorney)

The voice systems throughout the City are an essential resource and have been failing due to legacy PBX technology. DT's work to remediate this environment has been delayed by facilities work to remediate wiring and network infrastructure at various sites. This large project can has been accelerated and is a major milestone in the completion of the Avaya to VoIP modernization.

Task 2: Deliverables

1. 1. 1. Meet with end customers and department heads to assess and document business requirements.
      2. Validate VoIP readiness in coordination with the City's networking team. (this includes configuring sizing and selecting subnets for VoIP use)
      3. Conduct walkthroughs to inventory phones and associated locations.
      4. Prepare floorplan layouts reflecting current phone locations.
      5. Organize and manage a go-live cutover event.
      6. Support the City in identifying phone requirements and coordinating procurement. The City will be responsible for ordering hardware.
      7. Configure and validate desktop requirements for Teams clients.
      8. Configure features and functionality to address unique customer business needs.
      1. Configure hardphones to obtain appropriate DHCP IP addressing from Voice VLAN.
      10. Configure phones to register to appropriate VoIP Service.
      11. Configure and validate inbound call routing, voicemail forwarding, caller ID functionality, message waiting indicators and E911 alerting.
      50. Provide cutover support and post-cutover troubleshooting support for one week following go-live or until all related issues are resolved, whichever occurs first.
      1000. Major cutovers will require resource to be onsite for cutover and post-cutover support.

Roles/Responsibilities:

• 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.
• 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.

Mandatory Skills:

1. 5 years experience migrating from Avaya to Microsoft Teams VoIP
2. 10 years experience migrating from Avaya to Cisco VoIP
3. Ten (10) or more years of experience supporting Microsoft Teams and Cisco Unified Communications environments.
4. Strong knowledge of Microsoft Teams administration and troubleshooting.
5. Proficiency with Cisco Unified Communications Manager (CUCM) and related technologies.
6. Familiarity with Avaya Communication Manager administration and implementation.
7. Excellent communication and interpersonal skills.
8. Ability to consult with city leadership both elected and appointed and other key stakeholders to determine and implement the City's strategic technology direction.
9. Ability to work independently and collaboratively as part of a team.
10. Strong analytical and problem-solving abilities.
11. Bachelors or Masters Degree in IT or closely related field. Masters degree preferred.
12. Hands-On Experience: Expert-level experience with Cisco telephony systems and Microsoft Teams, including participation in migration projects, management of VoIP solutions, and work in production environments.
13. Consulting or Implementation Experience: Experience providing consulting or implementation services for telephony solutions and supporting large-scale voice system migrations.
14. Experience architecting, supporting, integrating, and migrating Webex Contact Center solutions in public-sector or large enterprise environments, including coordination across multiple departments and stakeholders.
15. Experience combining technical skills, education, and certifications to effectively support migrations from legacy PBX systems, including Avaya, to modern VoIP platforms.
16. VoIP and Telephony: Understanding of Voice over IP (VoIP) technologies, SIP (Session Initiation Protocol), and enterprise telephony systems.
17. Networking: Knowledge of networking fundamentals, including IP addressing, routing, quality of service (QoS), and network security.
18. Microsoft Teams: Familiarity with Microsoft Teams architecture and its integration with Microsoft 365 services - including PowerShell commands.
19. Cisco Systems: Experience with Cisco Unified Communications Manager (CUCM), Cisco Call Manager, UCCE, UCCX, CER, IM&P, Cisco Unity Connection, CUBE, Cisco ISR, Webex LGW, Webex Calling, Webex Attendant Console, CIMC, VMWare, RedSky.
20. Avaya Systems: Familiarity with or experience supporting Avaya Communication Manager environments.

Desirable Skills:

Desirable Certifications (preferred)

1. Microsoft Certifications:

1. Microsoft Certified: Teams Administrator Associate
2. Microsoft Certified: Microsoft 365 Enterprise Administrator Expert

2. Cisco Certifications:

1. Cisco Certified Network Associate (CCNA)
2. Cisco Certified Network Professional (CCNP)
3. Cisco Certified Specialist Collaboration

3. AudioCodes Certifications:

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

4. Additional Certifications:

1. CompTIA Network+
2. ITIL Foundation