Digital Communications Engineer

Job Description

POSITIONSUMMARY

The Information Technology Services team in the Chicago Housing Authority (CHA) is seeking a highly skilled and experienced Telecom Unified Communications/VoIP Systems Engineer to join our dynamic team. This position will play a crucial role in designing, building, implementing, and supporting enterprise-wide telephone solutions for the Chicago Housing Authority, including cloud, voice over internet protocol (VoIP), mobile, session initiation protocol (SIP), video, and voice infrastructure that integrates with third-party solutions.

The engineer will also be responsible for planning, coordinating, and executing major system upgrades, platform enhancements, and lifecycle replacement initiatives across all unified communications systems.

This employee will also support and maintain a contact center, Microsoft Teams based audio/video conference rooms and Unified Communications telecommunication infrastructure. They will collaborate with cross-functional teams and leverage their expertise to deliver scalable, reliable, and secure communication systems. This role requires strong technical skills, hands-on experience with various unified communication/VolP technologies, conference room audio/video technologies, and a passion for delivering exceptional solutions.

This employee will work closely with other CHA teams, including Service Coordinators, Audio/Video Installers, IT Help Desk, Systems Engineers, Information Security team, and Network Engineers.

DUTIES AND RESPONSIBILITIES

• Handles various levels of support work with service providers to resolve telecom issues.
• Conducts hardware/software releases and upgrades in line with change management processes/procedures.
• Plans, coordinates, and implements system upgrades, platform migrations, and technology replacement initiatives to ensure the long-term stability and modernization ofall communications systems.
• Conducts testing, performance monitoring, and optimization activities to ensure optimal system performance and user experience.
• Acts as liaison to telecom vendors to maintain critical systems, including cloud and on-premises phone system infrastructure and SIP trunk services.
• Resolve trouble tickets opened by end users.
• Establishes procedures for the backup of system components and disaster recovery.
• Evaluates technology and services, including assessment, testing, deployment, project management, and documentation of hardware and software technologies.

• Supports the installation, configuration, maintenance, and monitoring of telecom equipment and the integration of voice and data hardware and software with current and future developed applications/technology platforms.
• Supports, configures, and maintains collaboration and communications platforms including Web Ex, Calabria, Cisco Unity, Cisco Emergency Responder (CER), Red Sky, and 2
  
  Ring applications.
• Oversees integration of Web Ex and other third-party platforms with existing UC/VoIP infrastructure and contact center systems.
• Tracks market developments and makes recommendations on upgrades, device engineering, and management solutions to improve efficiency.
• Oversees the design, programming, and implementation of call flows to support contact center operations.
• Works with CHA Leadership to transform our legacy communications infrastructure into a modem unified communications platform, including strategic planning for upgrades, migrations, and system replacements.
• Designs and configures UC/VoIP solutions that integrate voice, data, customer relationship management (CRM) tools, and text messaging, ensuring scalability, reliability, and security.
• Collaborates with Information Technology Services (ITS) cross-functional teams to ensure new systems align with overall network architecture, IT security policies, and regulatory and contractual requirements.
• Provides escalated off-hour support via a 24/7/365 on-call rotation.
• Other network and infrastructure duties as assigned.

QUALIFICATIONS

Requires a bachelor's degree in area of specialty related to the position and 2-4 years of experience in the field with a minimum of 2 years of project management experience. Experience in administration of Cisco Unified Communications and Contact Center Express, on-premises, or cloud or related systems. Experience designing and programming interactive voice response (IVR) and call routing flows. Proficiency in configuring and troubleshooting SIP trunks, gateways, internet protocol (IP) phones, and related UC/VoIP infrastructure components.

High proficiency in testing and troubleshooting SIP, VoIP, and data networking circuits. Experience in inbound and outbound call provisioning and routing, vector programing, skills-based routing, automatic route selection (ARS) and automatic alternate routing (AAR) table programming. Ability to create and maintain telephone and network architecture topology diagrams. Strong understanding of the need for discretion and the confidential handling of business information.

Expertise in…