TPWD - Telecommunications Specialist IV (Cisco CM/

General Description

Under the direction of the Network Operations Manager, this position performs advanced (senior-level) telecommunications, engineering and support work for the agency's Cisco unified communications systems, including CUCM, Unity, and UCCX. The role provides primary technical responsibility for the Austin Headquarters UC and contact center environments while supporting enterprise-wide VoIP services. Work includes system configuration, advanced troubleshooting, call flow and IVR development, system integrations, and performance optimization. The position also assists with troubleshooting Cisco network devices that support voice and data services. This role requires strong problem-solving skills, independent decision-making, and collaboration with IT teams, vendors, and end users. Works under minimal supervision, with considerable latitude for the use of initiative and independent judgment. Performs additional duties as assigned. Complies with all Agency, Division and Branch rules, regulations, and procedures.

Minimum Qualifications

• Education: Two-year associate degree or equivalent credit hours in a technical field of study or technical/vocational certification in network administration, design, or information systems.
• Experience: Four years with direct experience managing or administering Cisco enterprise networking, Cisco CM, Unity, and CCX environments.
• Licensure: Must possess a valid 'C' class Texas driver's license.

Acceptable Substitutions

• Three or more years of relevant contiguous network experience may substitute for technical certification or sixty semester hours of education.
• Three or more years of extensive experience in network security, gained through internships, entry-level positions, or project-related tasks can substitute for one year of the associate degree/equivalent credit hours (30 hours max).

Preferred Qualifications

• Education: Four-year Bachelor of Science degree from an accredited college or university in a technical or technology-related field.
• Experience: Eight years with direct experience managing or administering Cisco CM, Unity and CCX environments.
• Licensure: Cisco CCNA certification or equivalent.

Knowledge, Skills, and Abilities

• Knowledge of networking standards, including TCP/IP, DNS, DHCP, SNMP, and BGP.
• Knowledge of Cisco networking infrastructure technologies, including QoS, MPLS, and network segmentation.
• Knowledge of VoIP protocols such as SIP, H.323, MGCP, and RTP.
• Knowledge of VLAN segmentation, access control lists (ACLs), and L2/L3 switching architecture and uses.
• Knowledge of high-availability and disaster recovery configurations for network and voice systems.
• Knowledge of Cisco Unified Contact Center Express (UCCX) operations.
• Knowledge of SIP trunking, voice gateways, CUBE and session border controllers.
• Knowledge of Java and XML for scripting.
• Knowledge of IVR and CTI.
• Knowledge of simple auto-attendant scripting methods.
• Skill in managing SIP trunks, voice gateways, Session Border Controller, CUBE, and MGCP configurations to support VoIP connectivity.
• Skill in evaluating current and future network needs, providing recommendations for expansion or upgrades.
• Skill in configuring and optimize call routing, hunt groups, and call-forwarding rules to ensure efficient internal and external communications.
• Skill in administering voicemail systems, ensuring seamless integration with CUCM and user requirements.
• Skill using the Cisco Finesse application.
• Skill using Cisco WebEx for Contact Center.
• Skill using and configuring Cisco Jabber.
• Skill in using logic and reasoning to identify the strengths and weaknesses of solutions, conclusions and approaches to problems.
• Skill in the use of Cisco Unified CCX Script Editor.
• Skill in debugging and optimizing call flows for efficiency.
• Ability to diagnose and resolve issues related to call quality, dropped calls, and connectivity disruptions.
• Ability to add, remove, and modify phone extensions, profiles, and voicemail settings as needed.
• Ability to collaborate with service providers, vendors, and internal teams to resolve network and telephony issues effectively.
• Ability to maintain updated network topology diagrams, configuration records, and troubleshooting guides.
• Ability to provide training/support to IT personnel and end-users on network and voice system best practices.
• Ability to implement and maintain security best practices, including VPNs, access control, and firewall rules.
• Ability to participate in on-call rotation and respond to critical network/voice incidents.
• Ability to communicate and collaborate with IT teams, vendors, and non-technical stakeholders.
• Ability to work independently while managing multiple priorities in a fast-paced environment.
• Ability to use strong problem-solving skills.
• Ability to diagnose complex network and VoIP issues.
• Ability to communicate and show strong interpersonal skills.
• Ability to collaborate effectively with cross-functional teams.
• Ability to think creatively when it applies to delivering engineering or design solutions.
• Ability to work in a multi-VLAN environment.

Working Conditions

• Work location is at TPWD Austin Headquarters, from 8:00 am to 5:00 pm, Monday through Friday; alternative work schedules may be available.
• Required to work overtime as necessary.