Senior voice engineer job description

Introduction

Do you love technology? Do you enjoy challenges and learning? How about joining an organization getting ready to start a 3-year Voice Upgrade project? The Prince William County Department of Information Technology is seeking a motivated Sr. Voice Engineer to join our team to lead the 3-year Voice Modernization project.

The Prince William County Communication and Infrastructure Division is a highly motivated organization seeking to improve IT services. We promote a collaborative team environment who embrace change. Prince William County expects respect, integrity, creativity, teamwork, excellence, and responsibility from all employees.? If you are a team player who thrives in a fast-paced work environment and is not afraid of a challenge, Prince William County could be the place for you.? We are looking for candidates who have strong customer service skills who can work independently and prioritize workloads.

ABOUT THIS ROLE:

The Sr. Voice Engineer will lead the Voice Modernization project and support the legacy Avaya equipment that provides voice services to more than 80 locations. You will be responsible for the converting the connectivity to the PSTN from PRI to SIP, installing and commissioning the new voice infrastructure. The candidate must experience with on prem and cloud-based voice systems, project management, strong customer service skills and the ability to troubleshoot/resolve issues. The person must be able to work independently and must pass the Police Background investigation.

What you will need:

* Experience
* Supporting a large voice infrastructure
* Configuring voice services on AWS
* Working with Avaya and Cisco Voice Equipment Experience
* Project Management

* Strong written and oral communication skills
* Ability work independently
* Ability to prioritize workload and adapt to a changing environment

MINIMUM EDUCATION,TRAINING AND EXPERIENCE REQUIREMENTS

High school diploma or G.E.D. and 4 years of related experience and 3 years of project management experience.

PREFERENCES:The successful candidate will have…

* Experience converting PRI to SIP
* 4 years Experience with Cisco UCM, Cisco SBC, Avaya CS1K, Avaya System and Session Manager
* 4 years Experience with AWS Contact Center
* 4 years Experience with ERL and ELIN 911 database configuration
* 3Years experience with project management

SCHEDULE REQUIREMENTS:

The normal weeks are typically 37.5 hours, though this position is defined as exempt with the expectation that the candidate will complete duties within the time frame required.

SPECIAL REQUIREMENTS:

All employees considered for hire by the Department of Information Technology must pass thorough Background Investigation (to include Police Background Investigation) and have a clean driving record.

ENTRY SALARY RANGE: $79,009.00 - $148,783.00

.

Click here for the class description

JOIN OUR TEAM!

PacifiCorp is seeking customer-centric candidates to grow and sustain our commitment to a culture of customer service excellence, environmental sustainability and diversity, equity and inclusion.

General Purpose

Conduct analysis, create system specifications, develop tests, and implement interactive voice response and routing applications and related voice systems. Operate and upgrade voice telephone systems, unified communication and contact center software packages and provides recommendations to management and business clients. Identify future needs for key technologies and/or techniques and evaluates these technologies for adoption.

Responsibilities

• Operate systems supporting contact center and corporate voice telephony needs.
• Responsible for design, staging, configuration, implementation, and support of IVR/ACD scripts
• Serve as the company's top subject matter expert for voice and contact center applications.
• Conduct internal client assessments for voice services which includes as-is, to-be, gap analysis phased technology plans, project plans, and audit documentation.
• Facilitates gathering client business requirements and translates these into system requirements and design.
• Collaborate with IT teams to identify technical deficits and improvement opportunities in current practices and procedures.
• Provide day-to-day support, proactive maintenance and performs independent complex system troubleshooting and root cause analysis.
• Collaborate with other groups within IT providing supporting infrastructure or data in support of voice implementation projects.
• Provide a leadership role within the voice team supporting, developing and mentoring team members.

Requirements

• Bachelor's Degree in Computer Science, Mathematics, Information Systems or a related field; or the equivalent combination education and experience.
• A minimum of ten years of experience in design and support of IT voice and call routing systems.
• Top expert level knowledge of implementation, deployment, and support of large-scale telephony and contact center telephony applications, systems, and services in a mission-critical, production environment.
• Comprehensive telephony background and thorough understanding of SIP and VoIP.
• Experience with contact center technologies (e.g., ACD, dialer, call recording, workforce management, etc.)
• Understanding of supporting technologies such as server management, storage, backup, web, middleware, database, Active Directory, and other technologies and subsystems needed by contact center applications.
• Project management skills and the ability to develop and monitor work agreements and budgets, as well as the ability to determine specifications, schedules, and deliverables.
• Consultative and business analysis aptitude including communication and interpersonal skills that enables understanding of client's needs, define requirements and provide effective solutions.
• Expert knowledge of common telephony architectures, call routing strategies and contact center services.
• An expert understanding of deployment topologies (i.e. ensuring secure, highly available systems).

Preferences

• Experience within an environment with strong change and release management processes and procedures.
• Genesys Pure Engage and Cloud certifications
• Application of more than one of the following call center technologies: Genesys call routing, IP-PBX integration, carrier offerings, ICON/Infomart reporting infrastructure, CTI desktop integration, workforce management, quality assurance, call recording systems and integration
• Expert skills in troubleshooting any complex issues around Genesys configuration/management layers, routing layer, Genesys SIP, media server, and ICON/InfoMart
• Advanced experience with interactive voice response (IVR), automatic call distribution (ACD) and computer telephony integration (CTI) technologies
• Expert knowledge of telecommunication circuits and services, including advanced carrier routing, PRI, SIP trunking.
• VXML/CCXML development both DTMF and speech applications.

Additional Information

Company Code: PacifiCorp
Primary Location:Portland, OR / Salt Lake City, UT
Department: PacifiCorp Corporate
Schedule: Full Time
Personnel Subarea: Exempt
Hiring Range: $108,200 - $127,300

This position is eligible for an annual discretionary performance incentive bonus of up to 15.00% of salary.

Employees must be able to perform the essential functions of the position with or without an accommodation.

At PacifiCorp, we encourage everyone to work together. We embrace diversity and value the distinct perspectives of all our employees. We strive to cultivate a workplace that connects each employee to the organization and enables all individuals to participate and contribute to their full potential.

It is PacifiCorp's policy to provide and promote equal employment opportunity to all employees and applicants in accordance with local, state and federal laws and regulations governing personnel activities. In accordance with federal guidelines, PacifiCorp is committed to a program of affirmative action. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, veteran status, national origin, sexual orientation or gender identity.

All offers of employment are contingent upon the successful completion of a background check and drug screening


Nearest Major Market:
Portland Oregon

Career Segment:
Systems Engineer, Call Center, Cloud, Computer Science, Equity, Engineering, Customer Service, Technology, Finance

Closing Date to Apply:
Open until filled

With minimal supervision, this position leads and supports all aspects of the voice communications infrastructure, supporting network and systems requirements, and services lifecycle at Grant PUD, including vision, roadmap, architecture, design, sourcing, implementation, and ongoing support. This role has key responsibilities for mentoring other engineers and ensuring secure, resilient, and cost-effective operation of District communication systems, including VoIP and analog infrastructure and services, on-prem and SaaS or cloud services, and establishing SLA's for all telephony applications.


Essential Functions


Essential functions, as defined under the Americans with Disabilities Act, may include any of the following representative duties, knowledge, and skills. This is not a comprehensive listing of all functions and duties performed by incumbents of this class; employees may be assigned duties which are not listed below; reasonable accommodations will be made as required. The job description does not constitute an employment agreement and is subject to change at any time by the employer. Essential duties and responsibilities may include, but are not limited to, the following:

• Researches the telecommunications needs of the utility, recommends potential solutions, and architects the design and implementation of complex telecommunication systems
• Design and support VoIP infrastructure and its associated software, including IP-PBXs, call management systems, voice mail, and interactive voice response.
• Remain current on new transport protocols, products, and standards in support of VoIP systems development and equipment procurement.
• Where necessary, plan for management or phasing out of legacy telephony systems and other switch-based technologies.
• Select, deploy, and utilize appropriate tools for reporting and routing of IP telephony traffic on the network.
• Solicits bids for project work and equipment, writes bid documents, and ensures the telecommunication services satisfy the needs of the utility.
• Collaborate with systems engineers/architects for upgrades to operating systems, hardware, etc.
• Integrate IP telephony systems with enterprise LANs, WANs, wireless LANs, and other Internet-based services and protocols.
• Provide leadership for implementing new VoIP products or services, as well as the technical resources required to manage them.
• Collaborate with help desk to resolve trouble tickets and mitigate end-user issues with VoIP hardware and/or applications.
• Assist with the installation planning and maintenance of network cabling, including MDF and IDF closets.
• Perform telephony audits as necessary.
• Train and mentor junior engineers and other members of the telecommunications department.
• Monitor and identify capacity and performance issues for VoIP traffic to ensure continued, uninterrupted operation of telephony systems.
• Collaborate with network engineers or administrators to ensure that VoIP traffic does not interfere with or hinder network data traffic.
• Conduct testing and development disaster recovery plans to detect faults, minimize malfunctions, and backup systems.
• Maintains accurate records within the telecommunications and fiber optic department to facilitate accurate cost allocations and correct budget spending; manages the policies, procedures and documents regarding telecommunication data and voice systems; may be responsible for maintaining records of FCC licenses.
• Provides on-call support - after hours / weekends as required.
• Works with various company planning groups and various associations on defining telecommunication needs within the parameters of the Grant PUD's strategic vision and plan; collaborates with other groups to ensure the work of the PUD is enabled and not hindered by telecommunication pitfalls.
• Demonstrated commitment to Grant PUD's mission, vision, values, strategic plan, and Vision 2021 Grant PUD / IBEW Local 77 Code of Excellence. The incumbent should be familiar with these organizational priorities and behave in a way that aligns with these expectations.
• Understand and adhere to compliance requirements for this position that may include laws, regulations, security guidelines, Grant PUD policies & procedures.
• Actively participate in all aspects of our safety program, including but not limited to:
  
  • Following all safety policies and procedures.
  • Alerting supervisors and coworkers to unsafe or hazardous working conditions.
  • Reporting any safety incidents or close calls within 24 hours to your supervisor.
  • Accepting feedback from supervisors and coworkers regarding your own safety performance.
• May perform other duties as assigned to meet Organizational goals.

Education and Experience



Required

• Bachelor's degree in Information technology, electrical engineering, telecommunications, computer science or related field.
• 5+ years of Voice and telecommunications engineering required.

Preferred

• 10+ years of Voice and telecommunications engineering, including analog and VoIP systems

License and Certification



Required

• A valid State driver's license is required. Occasional travel to other District locations required.

Preferred

• Technical telecommunications, Voice/VoIP, and security certifications highly desired (e.g., Cisco CCNA, CCNP, CCIE, ACE, UCAE, or similar certification with Voice and/or Collab emphasis).

Other Knowledge, Skills, and Abilities

• Working technical knowledge of VoIP/IP telephony and PBX systems, software, and hardware, including CUCM, UCCX, CER, WFO, Finesse, and Webex.
• Strong hands-on knowledge of the configuration and optimization of VoIP equipment, including VoIP handset, switch, router, and gateway configurations, along with Wireshark or similar packet capture and analysis troubleshooting experience.
• Strong hands-on knowledge of SIP, H.323, H.248, TCP/IP, UDP, and RTP protocols.
• Strong understanding VoIP QoS issues and mitigation strategies.
• Direct experience with Cisco switches, routers, VG's, CUBE's, Expressways.
• Working technical knowledge of UCS and VM operating systems.
• Familiar with various network transport protocols and technologies such as Ethernet, MPLS, SONET, ISDN/PRI, T1, TDM, etc.
• Knowledge of cabling and wiring systems, design, and installation.
• Ability to operate tools, components, peripherals, and testing accessories.
• Knowledge of All OSI Model layers, TCP/IP and related services (e.g., DNS, DHCP, etc.), Cisco hierarchical internetworking model, communications protocols and standards; working knowledge of SCADA, SONET, IP routing and switching, MPLS, multicast, OSPF, modems, radio systems and fiber optics (e.g., DWDM), PON; fiber optic construction standards and practices; project management; security protocols and procedures; general knowledge of personal computer hardware and operating systems; change control process, configuration management, deployment automation, ITIL.
• Skill in IP network architecture, design, deployment, management and troubleshooting, requirements development, network documentation, specification and model development, software and hardware life-cycle management, product evaluation and selection, NERC CIP Compliance, NOC setup and operations, monitoring system setup and operations; analyzing and solving problems logically and conceptually; personal computer and general office equipment; interpersonal skills including clear and concise communication both in writing and verbally.

Physical Requirements

• Position may be eligible for hybrid work arrangement: Yes No
• Majority of work is performed in a standard office setting.
• Typical shift of employees in this position: 8 hours 9 hours 10 hours 12 hours

*For a full list of requirements, the applicant/incumbent should refer to the Physical Capacity Evaluation (PCE).

The statements contained herein reflect general details as necessary to describe the principal functions for this job, the level of knowledge and skill typically required, and the scope of responsibility, but should not be considered an all-inclusive listing of work requirements. Individuals may perform other duties as assigned, including work in other functional areas.