Senior Unified Communications Engineer

This role maintains, configures, and supports the Unified Communications environment, including system design, roadmap development, project implementation, upgrades, and hardware/software installation. The engineer evaluates and documents communication and collaboration architectures and solutions—such as phone systems, circuits, VoIP, cloud services, and related connectivity and integrations—to meet business needs.

Responsibilities

• Ensure successful delivery to support strategic planning and initiatives, improve organizational performance, and advance progress toward Douglas County Government goals.
• Work with County users, vendors, carriers, and technical staff on the implementation, optimization, and security of the Unified Communications environment, including troubleshooting core infrastructure and communication services such as call control systems, Contact Center and messaging platforms, collaboration tools, voice and video services, gateways, and all other Unified Communications applications.
• Carry out maintenance and upgrades on all Unified Communications infrastructure and endpoints.
• Ensure optimum configuration and operation of all integrated systems through proficiencies in local area network/wide area network (LAN/WAN) operations.
• Independently develop and maintain trusted advisor relationships with business, clinical, and operations leaders, providing guidance for optimizing use of Unified Communications and Contact Center tools.
• Build solutions and implementation plans utilizing appropriate internal and external resources, ensuring full involvement of business partners and communication with all stakeholders.
• Perform security reviews of Unified Communications Infrastructure and Applications.
• Maintain industry knowledge of various telecom technologies and phone services.
• Research, analyze, recommend, and implement new software, hardware, tools, systems, and processes to provide a state-of-the-art collaboration experience.
• Lead the development and delivery of training relevant to area of expertise.
• Monitor the latest market trends and industrial landscape to discover opportunities to improve customer experience and reduce operating costs.
• Build and maintain project and technology-related documentation, ensuring accurate information is always available to colleagues and management.
• Manage Unified Communications system logging and provide performance metrics.
• Provide detailed runbook procedures and support documentation for routine maintenance on Unified Communications systems.
• Manage accurate inventory of telecom-related circuits and devices.
• Perform telephone and voicemail moves, adds, and changes, and train other IT staff on processes and procedures to perform Moves, Adds, and Changes in the Unified Communication systems.
• Offer advanced knowledge and experience in Unified Communications.

Requirements

• Bachelor's Degree in Telecommunications, Electrical Engineering, vocational/technical training, or a closely related field, or equivalent experience.
• At least five years of progressive experience in Telecommunications operations, VoIP, and voicemail systems administration.
• A combination of education and experience may be considered.
• Successful completion of a criminal background check including fingerprinting through a national database.
• Must possess a valid Colorado Driver’s License upon hire, with complying insurance. Review of motor vehicle record is required at time of hire and periodically throughout employment.

Skills

Knowledge

• Demonstrated success designing, configuring, and supporting Unified Communications infrastructure.
• Demonstrated success troubleshooting to isolate and diagnose problems in large-scale voice and video implementations.
• Demonstrated success translating business needs into operational requirements.
• Demonstrated success managing multiple projects simultaneously.
• Demonstrated success mentoring and teaching others on Unified Communications technologies.
• Solid understanding of modern telecommunications systems and connectivity solutions, including VoIP infrastructure, SIP trunking, broadband and fiber-based services, and contemporary network transport technologies.
• Demonstrated knowledge of Cisco Collaboration Stack architecture, design, and administration principles: Cisco Unified Communications, Cisco Unified Communications Manager (CUCM), Cisco Unity Connection voicemail, Cisco Unified Contact Center Express (UCCX), Cisco Expressway (Mobile Remote Access and B2B Calling), Cisco IM & Presence.
• Demonstrated knowledge of Cisco Session Border Controllers (CUBE), Voice gateways, Analog/digital Circuits, SIP, SCCP, RTP, SRTP, H.323, MGCP, and related VoIP protocols.
• Demonstrated knowledge of Dial plans, call routing, digit manipulation, translation patterns, route groups, and route lists, Call Handlers, and Call Centers.
• Demonstrated knowledge of Voice Quality of Service (QoS) design and implementation.
• Knowledge of Webex Calling, Webex Contact Center, and hybrid cloud collaboration solutions.

Language and Math Skills

• Ability to read, understand, and interpret complex technical documents, diagrams, and manuals.
• Ability to communicate with management, users, and technical staff at all levels.
• Ability to communicate effectively both verbally and in writing.
• Ability to establish and maintain effective working relationships.

Reasoning Abilities

• Ability to define problems, collect data, establish facts, apply logic, draw valid conclusions, and devise complex technical solutions.
• Ability to interpret a variety of complex technical instructions or diagrams and deal with abstract ideas.
• Ability to make time-critical decisions regarding data and voice systems situations.
• Ability to rate priorities during busy periods with multiple failures.

Other Skills and Abilities

• Ability to provide system solutions involving systems integration, platforms, protocols, and technologies.
• Ability to recognize and adjust to rapidly changing technologies and trends.
• Strong work habits, organization, and time management skills.
• Working knowledge of Operating Systems is highly desirable.
• Troubleshoot complex voice, voicemail, contact center, and collaboration issues.
• Analyze packet captures using Wireshark and other diagnostic tools.
• Perform SIP call flow analysis and protocol troubleshooting.