TELECOMMUNICATIONS CONSULTANT

BRIEF DESCRIPTION OF DUTIES:

This position performs senior professional and technical work in the Network Services group, Bureau of Distributed Infrastructure. Under general direction, the position serves as a senior technical resource for the operation, monitoring, and support of the Department of Financial Services telecommunications systems and equipment, including voice, contact center, and mobile services. This position does not require prior experience in every service area.

Primary duties are resolving highly complex hardware and software problems; tracking, auditing, and reconciling State of Florida SUNCOM and carrier invoices and working with vendors on billing discrepancies and service issues; leading equipment lifecycle work, facility installations, and system records; and diagnosing complex distributed communications problems, such as Session Initiation Protocol (SIP) trunk, voice-quality, contact center, and mobile issues.

The position also ensures continuity of communications during disruptions, provides advanced non-supervisory technical guidance to other telecommunications personnel, and develops procedures and technical standards for the installation, use, and troubleshooting of communications hardware and software. About 25 percent is senior technical operations, 20 percent is SUNCOM and carrier invoice work, 15 percent is lifecycle and installations, 15 percent is complex diagnosis, 10 percent is continuity and guidance, 10 percent is standards and procedures, and 5 percent is other related duties.

Requirements:

• Five (5) years of professional experience in telecommunications, including enterprise voice systems, troubleshooting complex problems, and support of departmental or enterprise communications services.
• Three (3) years of experience with Voice over Internet Protocol (VoIP) telephone systems, including troubleshooting or administration.
• Proficient in the English language.

Preferences:

• Bachelor's degree in a computer related field, such as programming, computer science, or engineering.
• Experience reviewing or reconciling telecommunications or carrier invoices. (Prior experience in every service area is not required. State of Florida SUNCOM billing processes may be learned on the job.)
• Experience with contact center technologies, such as automatic call distribution or interactive voice response.

Minimum Qualifications for this position include the following REQUIRED ENTRY LEVEL KNOWLEDGE, SKILLS AND ABILITIES:

• Knowledge of advanced telecommunications services, such as VoIP, SIP, analog/digital signaling, unified communications, distributed voice architectures, PBX platforms, session border controllers, call routing, numbering plans, and carrier connectivity.
• Knowledge of basic networking principles supporting telecommunications, such as TCP/IP, local/wide area connectivity, IP addressing, and communication protocols.
• Knowledge of contact center technologies, such as ACD, IVR, computer telephony integration, call recording, workforce management, and reporting.
• Knowledge of mobile device/endpoint management, such as enrollment, configuration, security policies, deployment, compliance monitoring, and lifecycle support.
• Knowledge of diagnostic methods, such as protocol analysis, packet capture, data scopes, cable certification, and performance monitoring.
• Knowledge of telecommunications infrastructure, such as structured cabling, copper/fiber, patch panels, termination standards, grounding, and equipment installation.
• Knowledge of service management for critical communications, such as incident, problem, change, and configuration management, root cause analysis, and service restoration.
• Knowledge of technical documentation, such as engineering drawings, schematics, network diagrams, and equipment specifications.
• Knowledge of security practices for enterprise communications, such as secure signaling, access control, network segmentation, and mobile device security.
• Knowledge of vendor, carrier, and service-provider coordination, including maintenance agreements, service expectations, technical escalation, and continuity practices like redundancy and recovery.
• Skill in independently diagnosing and resolving highly complex problems in services such as enterprise voice, SIP trunking, contact center platforms, mobile communications, and supporting network connectivity.
• Skill in configuring, maintaining, and optimizing voice, contact center, and mobile platforms, including signaling and call-routing functions.
• Skill in analyzing call flows, signaling, packet captures, or performance data to identify the cause of service disruptions.
• Skill in evaluating system performance, capacity, hardware, software, and service options for compatibility, reliability, efficiency, and scalability.
• Skill in overseeing infrastructure work, such as structured cabling, patch-panel configuration, termination, grounding, and testing, for compliance with technical standards.
• Skill in developing technical standards, operating procedures, installation instructions, and restoration guides.
• Skill in providing advanced technical guidance to less experienced personnel and communicating findings, risks, and solutions to technical staff, management, and service providers.
• Ability to administer, maintain, troubleshoot, and optimize complex telecommunications services under general direction.
• Ability to apply advanced knowledge of telecommunications services (such as voice technology, networking, contact center technology, and mobile device management platforms) to assigned services, noting that prior experience in every service area is not required.
• Ability to analyze system architecture, identify weaknesses, and recommend improvements in reliability, availability, performance, or security.
• Ability to investigate major incidents, determine root causes, coordinate corrections, and recommend measures to reduce repeat disruptions.
• Ability to develop and maintain technical standards and documentation to ensure operational consistency.
• Ability to provide non-supervisory senior technical guidance to other telecommunications personnel, including reviewing proposed solutions.
• Ability to coordinate with vendors, carriers, contractors, and internal teams on complex issues, upgrades, and implementations while identifying risk and rollback strategies.
• Ability to support disaster recovery and continuity of communications, follow cybersecurity and change-management requirements, and perform related duties as assigned.

OTHER KSAs (Incumbent may learn on job):

• Knowledge of unassigned Department platforms (e.g., specific contact center applications, session border controllers, MDM consoles) that may be learned on the job.
• Knowledge of State of Florida SUNCOM and carrier invoice formats and billing processes, including review of billed services, identification of discrepancies, and coordination with vendors on credits, corrections, and related service issues.

SPECIAL NOTES:

This position requires the incumbent to be Criminal Justice Agency (CJA) approved for access to Criminal Justice Information (CJI). The incumbent will adhere to the Florida Department of Financial Services, Administrative Policies and Procedures 4-01, CJIS Management Directive and Local Security Policy.

This position requires a security background check, including fingerprint as a condition of employment.

This position may be required to occasionally perform duties other than those listed on the position description.

Salary Range: $70,000.00 - $85,000.00 annually.

Employees of the Department of Financial Services are paid on a monthly pay cycle.

Posting Closing Date: 11/13/2026