Voice Architect

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This position will Lead a team of Voice Engineers designing future improvements, daily operations, maintenance, and troubleshooting of the voice system.

• Demonstrating a high level of customer service, professionalism, and end-user support across all centers.
• Demonstrate leadership ability to guide local team members at all centers with issues related to telephony.
• Mentorship of junior telephony engineers.
• Research security vulnerabilities and update the System Security Plan.
• Lifecycle management of both hardware and software.
• Demonstrated experience designing modern telephony systems.
• Experience with Cisco Telephony to include Cisco Communications Manager, Cisco Unity Connections, Cisco Unified Contact Center Express, Session Manager.
• Demonstrate expert knowledge in the SIP, SRTP, RTP, T1, PRI, SSL, and certificate management.
• Experience with Microsoft phone system to include Survivable Branch Appliances and Direct Routing.
• Experience with Cisco and Oracle Session Border Controller.
• Experience with Cisco Switches and Routers.
• Understanding of Firewalls and troubleshooting firewall rules.
• Installing, supporting, and/or maintaining IT and telephony equipment for both legacy and new installations.
• Performing and leading technical analysis of telephony software, hardware and transmission equipment using various diagnostic tools in support of efficient operations.
• Ensuring any changes performed within the telephony environment result in an operation system and the end users are not impacted by loss of service.
• Perform preventative maintenance inspections and ongoing patching of telephony equipment.
• Support and lead root cause analysis activities of telephony incidents across all centers.
• Leading incident resolutions across all centers according to service level agreements for this Voice Service Line.
• Completing work with a minimal level of guidance and direction.
• Independent work within guidelines and policies.
• Develop engineering documents supporting telephony system.

• BS degree in Information Technology, Computer Science or related field with 10 years of experience or 15 years of experience in lieu of degree.
• 10+ years of relevant experience.
• 10+ years of telephony equipment troubleshooting and issue resolution and repair.
• 10+ years’ experience troubleshooting complex routing and switching issues.
• 10+ years’ experience configuring telephony switches, routers, network appliances, VMware Servers, and Session Border Controllers.

• Advanced troubleshooting skills with telephony systems.
• Strong written and verbal communication skills.
• Strong troubleshooting and root cause analysis skills.
• Ability to lead in a team environment to resolve technical issues in a dynamic environment.
• Strong interpersonal skills to collaborate with clients and team members effectively.
• Ability to create and document installation and user instructions.
• Ability to generate and interpret network drawings and specifications.
• Ability to identify different colors and telecom color codes.
• Lifting of heavy objects of up to 50 pounds.