W2 - Telecommunications Analyst III (Avaya Enterprise Voice, / SIP, VoIP) - Onsite/Hybrid

Telecommunications Analyst III
Must be a WI Resident. No relocation is allowed. Hybrid work schedule. 5 month contract. Position Overview

Milwaukee County is seeking a Telecommunications Analyst III to support and lead the administration, configuration, deployment, and modernization of the County's enterprise voice and Unified Communications environment.

The Telecommunications Analyst III will analyze the existing Avaya environment and translate the current configuration into the administration, installation, and configuration required for the County's transition to Microsoft Teams Voice . The role will support Microsoft Teams Voice, SIP services, Interactive Voice Response (IVR), Contact Center technologies, and related call-flow applications.

This position provides hands-on technical leadership and works closely with departmental leaders, business stakeholders, Contact Center managers, vendors, and the broader technology operations team to define requirements and deliver current and future communication capabilities.

Key Responsibilities

• Administer, install, configure, and support enterprise Avaya Voice and Unified Communications platforms.

• Support the County's transition from Avaya to Microsoft Teams Voice .

• Analyze existing Avaya configurations and translate requirements into modern Microsoft Teams Voice solutions.

• Configure and support SIP services, SIP trunking, Session Border Controllers (SBCs), dial plans, and call routing .

• Design, configure, implement, and support IVR and Contact Center solutions.

• Design and configure enterprise VoIP, video, and teleconference solutions.

• Determine VoIP and teleconference functional specifications using established system analysis practices.

• Consult with users and stakeholders to determine hardware, software, network, and system requirements.

• Research industry best practices and consult with vendors regarding hardware, software, and network specifications.

• Design, test, and implement Quality of Service (QoS) policies for VoIP environments.

• Design, test, and configure network components supporting VoIP, video, and teleconference services.

• Implement enterprise phone system configuration enhancements.

• Manage and maintain the day-to-day operation of the VoIP and teleconference environment.

• Monitor system components and service quality and modify configurations as needed.

• Analyze system performance, resources, backups, and operational metrics.

• Troubleshoot problems and implement solutions using independent judgment.

• Manage and monitor VoIP/teleconference incident management activities using internal, vendor-provided, or third-party tools.

• Plan and execute voice modernization and migration initiatives.

• Collaborate with technology operations teams to troubleshoot and resolve complex technical issues.

• Coach and train Desktop Support personnel to ensure end-user devices and services are correctly provisioned and functioning properly.

• Develop and maintain policy documentation, technical diagrams, and training materials for enterprise VoIP systems.

Required Qualifications & Skills

• 3 5 years of relevant experience.

• Experience as an Enterprise Voice and Unified Communications Platform Administrator , particularly with Avaya .

• Demonstrated experience with:

  • SIP Trunking

  • Session Border Controllers (SBCs)

  • Dial Plans

  • Call Routing

  • E911 Administration

• Experience gathering and analyzing business requirements and implementing solutions aligned with organizational IT objectives.

• Experience with Contact Center and IVR design, implementation, and support .

• Experience planning and executing voice modernization or migration projects .

• Strong VoIP system administration, configuration, troubleshooting, and problem-solving skills.

• Ability to learn and support new technologies, particularly Microsoft Teams Voice .

• Strong communication, analytical, decision-making, and multitasking skills.

• Ability to work independently and exercise sound judgment when established procedures do not clearly define a situation.

• Ability to prepare technical documentation and user-friendly training materials.

Avaya Certifications Prefered

• Avaya Certified Integration Specialist (ACIS)

• Avaya Implementation Professional Specialist (AIPS)

• Avaya Certified Specialist (ACSS)

• Avaya Support Professional Specialist (ASPS)

Communication Skills

• Ability to read, write, and comprehend instructions, reports, correspondence, and technical documentation.

• Ability to communicate effectively with internal and external groups.

• Ability to analyze and interpret operating and maintenance instructions, technical procedures, government regulations, and related documentation.

• Ability to prepare and present written communications involving complex or sensitive topics.

• Ability to create training materials that are easy for end users to understand and use.

Decision-Making Skills

• Evaluate information and make responsible technical and operational decisions.

• Analyze multiple factors when making decisions that may affect multiple departments or organizational units.

• Apply appropriate alternatives and precedents when resolving complex situations.

Complexity, Judgment & Problem Solving

• Understand and follow established instructions, policies, and procedures.

• Execute decisions within established standards and guidelines.

• Interpret and adapt established practices when situations are not clearly defined.

• Exercise independent judgment when analyzing problems and implementing solutions.

• Manage multiple tasks and priorities effectively.

Nice-to-Have Skills

• Microsoft Teams Voice experience.

• Microsoft Teams Voice certification.

• Landis Contact Center experience.

• Enterprise implementation experience.

• ITIL Certification.

Contract & Work Arrangement

• Contract Duration: 5 months

• Work Arrangement: Hybrid

• Location Requirement: Must be a Wisconsin resident.

• Relocation: Not permitted.

• On-Call: On-call time is not paid.

• Transportation: Reliable transportation is required.

• Schedule: Some early mornings and weekends may be required.

• Interview Process: Microsoft Teams and in-person.

Additional Technical Focus

The primary technical focus of this position is the modernization of the County's enterprise telecommunications environment, with particular emphasis on Avaya administration, Microsoft Teams Voice migration, SIP services, VoIP infrastructure, Contact Center and IVR technologies, call routing, system configuration, monitoring, troubleshooting, and incident management .

Pay rate: $25/hr/W2