Project Lead
Talent Software Services
DAILY DUTIES / RESPONSIBILITIES
Job Duty #1
(RANK IN ORDER OF IMPORTANCE)
(RANK IN ORDER OF IMPORTANCE)
Job Duty #1
- Provide operational and advanced telephony administration.
- Respond to move, add, change, and disconnect requests for:
- Voice
- Voicemail
- Conference services
- Safety devices
- Telephone IVR
- Vectoring and call center requests
- Unified communication services
- Responsible for maintaining accurate 911 location information .
- Provide exceptional customer service and professional interaction to build and maintain operational credibility.
- Create detailed technical notes and documentation.
- Create knowledge base articles for internal and customer consumption.
- Use Division of Information Technology systems for tracking work performed and labor hours.
- Provide advanced technical support for projects and serve as lead for tasks required to maintain telephony network systems.
- Research, design, maintain, and implement improvements to enterprise telephony network.
- Includes advanced system and hardware configuration and installation of related equipment including:
- Media gateways
- Telephones
- Safety devices
- Develops and documents standards, processes, and configurations.
- Perform quality assurance testing.
- Works with vendors to provision new circuits and outage resolution.
- Analyze and evaluate vector routing, ARS routing tables and route patterns to ensure efficient operation.
- Diagnose and resolve related issues.
- Perform surveys of existing telephone systems and provide recommendations for the use of specific technologies to solve discrete problems.
- Provide technical input and recommendations for strategic direction of enterprise telephony services.
- Serve as primary point of escalation for technical work.
- Provide operational and engineer-level support for enterprise telephony network and unified communications.
- Respond to customer incident tickets and provide resolution.
- Coordinate multi-team efforts to resolve outages quickly.
- Perform advanced maintenance and repair to telephony and unified communications systems to ensure optimal performance and long-term efficiencies.
- Seek opportunities for automation to streamline operational processes, and work with Division of Information Technology Automation team to implement.
- Work collaboratively with team members, other groups, and vendors to increase service quality.
- Provide proactive support to improve the efficiency and resiliency of service and to decrease outage time.
- Monitor telephony and network systems to increase proactive problem resolution and ensure maximum uptime.
- Provide detailed documentation of existing systems and maintain documentation accuracy as enhancements are made, to include system diagrams.
- Adhere to all Division of Information Technology Incident Management and Change Management processes.
(RANK IN ORDER OF IMPORTANCE)
- 2+ years of experience with Avaya on premise PBX systems .
- 2+ years of experience administering VoIP and unified communications platforms .
- 2+ years of experience with SIP, RTP, QoS, dial plans, call routing, and voice gateway technologies .
- 2+ years of experience troubleshooting voice quality, call routing, carrier connectivity, and E911 services .
- 2+ years of experience with telecommunications infrastructure , including voice circuits, session border controllers (Clients), and PSTN integration.
(RANK IN ORDER OF IMPORTANCE)
- Experience designing, implementing, and supporting enterprise cloud-based telephony solutions , including migration from on-premises telephony platforms to cloud-based services.
- Bachelor's degree or equivalent work experience.
- N/A
- Moderately complex to complex knowledge of telephone network services .
- Moderately complex to complex knowledge of methods of telephone network design .
- Ability to present technical and non-technical reports in a clear and concise manner.
- Ability to establish effective working relationships with vendors, management staff, and users.
- Advanced knowledge of systems administration techniques and tools .
- Strong interpersonal and communication skills and ability to manage multiple, shifting priorities.
Vacancy posted 1 day ago
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