VoIP Engineer

Job Title: VoIP Engineer I

Number of Roles: 1

Location: Seattle, WA - ***Onsite 5 days per week***

Duration: 6 months+

Job Summary:

• The VoIP Engineer I is responsible for providing day-to-day administration, operation, incident management, maintenance, troubleshooting and support for Enterprise-wide voice system, including (but not limited to) participation in planning, installation, monitoring, maintenance, management, and coordination. Provides engineering support for the VoIP network infrastructure and UC services which include TDM and IP-based trunking, voice routing design, configuration, and unified messaging. Serves as an escalated resource for IT Service Desk for customer incidents and work orders for voice network infrastructure devices.
• Assists the engineering and project management teams by performing the voice communications aspects of small to medium sized projects including technical assessments, planning, integration, testing, and implementation. Helps maintain technical documentation (SOPs, User Guides, etc.) in support of both direct customer education and the technical knowledge base. Provides emergency assistance & technical recovery in the event of an emergency affecting the availability and/or service quality of the voice network.

PRIMARY/ESSENTIAL DUTIES:

• Performs engineering support of Cisco Unified Communications Manager (CUCM), Cisco Unity Connections, IMP, voice & video conferencing, faxing, efaxing, E911, quality management and collaboration tools for both production services as well as direct customer-facing support. Supports escalations from IT Service Desk.
• Telephone Equipment Support and Repair: Responsible for responding to repair requests and performing or coordinating associated repair duties for problem resolution across enterprise voice, local client hardware, and supporting infrastructure.
• Incident Support: Provide customer service support in troubleshooting and resolving basic system programming issues; if required, create and close work orders and/or assign them to the appropriate individual or group.
• Assists with daily operation of unified voice services provided across campus and wide area networks, and must ensure proper change management practices are followed including updating all related engineering documents, phone tree documents, topology or flow drawings, dial-plans, call routing policies, etc.
• Responsible for handling tickets from internal users for a wide range of requests including but not limited to onboarding, separation, phone trees and ACD.
• Must be able to participate in a 24/7 on call schedule.
• Miscellaneous Telecom support duties and move coordination: Assist and support Telecom team members in other projects; perform miscellaneous activities as assigned.

REQUIRED EDUCATION AND EXPERIENCE:

• Associate s degree OR equivalent combination of education and experience that demonstrates competency.
• 1 3 years of IT experience & VOIP supporting Voice Operations and/or Voice Engineering.
• Basic knowledge of Cisco Routers, Structured Cabling, and LAN/WAN circuits; PRI, SIP, MPLS, FXO, FXS, and POTS.
• Basic knowledge of Cisco Unified Call Manager, IMP, Telepresence, IPCC, Unity, CCX, SRST, CUBE, Webex, Jabber, secure voice concepts, and secure voice processes.
• Basic knowledge in configuration, operational support, and project management of telecommunication systems and associated data networks.
• Per the driver's license requirement noted below, must have a driving record acceptable to Risk Management.

REQUIRED LICENSES/CERTIFICATIONS:

• Current Driver s License

PREFERRED QUALIFICATIONS: (Optional)

• Certification on Cisco voice systems.

KNOWLEDGE, SKILLS AND ABILITIES

• Basic knowledge of VLANs, switchport configuration, layer two networking, and QOS.
• Basic knowledge of the following protocols: SIP, MGoogle Cloud Platform, H.323, SCCP.
• Ability to achieve customer satisfaction by maintaining SLA s for call quality, uptime, and resolution of high-priority incidents.
• Able to recognize and solve typical problems related to Voice Communications systems.
• Ability to resolve issues in an efficient and timely manner & provide users with non-technical, comprehensible explanations including guidance or advice as necessary.
• Applies acquired experience, company policies and procedures to complete assigned tasks.
• Good verbal/written communication & documentation skills.
• Able to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Able to write reports, routine business correspondence, and documentation.
• Able to effectively present information and respond to questions from managers, clients and customers.
• Able to establish and maintain effective working relationships with co-workers and others, interacting and maintaining a sense of teamwork and collaboration.
• Able to prioritize workload and meet deadlines.
• Able to respond quickly in emergency situations.
• Able to effectively use the required tools and equipment.