VoIP Engineer

Job Responsibilities

• Presents and maintains a professional image to customers.
• Supports end-users with Tier 1/Tier 2 issues.
• Prepares and delivers presentations and briefings to customers and management.
• Reports VoIP Team activities weekly to management.
• Administers all aspects of the VoIP system, including system administration, patching, vulnerability management, software updates, troubleshooting, scripting, and daily operation of Cisco UCM, Unity Connection Voice Mail, Cisco UCCX ACD, Finesse agents, and Microsoft Teams phones with direct routing through Cisco Unified Border Element (CUBE).
• Enforces security policies and compliance standards to safeguard data and communication privacy.
• Assists lead engineer with VoIP system performance evaluations and process improvement recommendations.
• Maintains performance and reliability of VoIP systems, minimizing downtime and ensuring efficient operation.
• Provides recommendations for strategic direction and new products to the customer.
• Conducts market research and evaluates alternative telecommunications solutions.
• Administers cloud-based video conferencing and collaboration technologies such as Zoom, Teams, and WebEx.
• Supports, troubleshoots, and monitors customer issues with cloud-based video conferencing technologies.
• Provides A/V support for day-to-day meetings, webinars, and agency-wide events, ensuring all A/V equipment and collaboration services are pre-checked and operational.
• Troubleshoots issues with A/V equipment, including conference rooms, team rooms, Zoom Rooms, and executive offices.
• Escalates tier III A/V issues to A/V maintenance vendor and coordinates logistics for prompt resolution.
• Leads onsite and remote troubleshooting sessions with Facility A/V vendor support and escorts vendors during onsite visits.
• Creates and maintains technical documentation for the VoIP systems, including configuration details, troubleshooting procedures, and diagrams.
• Develops and implements disaster recovery plans related to VoIP systems to ensure continuity of operations in case of system failures.

Requirements

• Able to obtain a Position of Trust clearance.
• Strong communication skills.
• Exceptional customer service and follow-up skills.
• 5 years' experience with VoIP and A/V administration.
• Works onsite at the customer's location in Alexandria, VA.
• Participates in a 24x7 on-call rotation for after-hours support.
• Works nights and/or weekends for troubleshooting, maintenance, and other special circumstances.
• Self-starting individual capable of working independently on issues with minimal supervision.
• Detail-oriented technical skills and strong analytical abilities.