Senior Telephony Engineer

Job Overview:

Pay Range: $60.00hr - $65.00hr

Requirement/Must Have:

• 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 (SBCs), and PSTN integration.
• Moderately complex to complex knowledge of telephone network services.
• Moderately complex to complex knowledge of methods of telephone network design.
• Advanced knowledge of systems administration techniques and tools.
• Strong interpersonal and communication skills and ability to manage multiple, shifting priorities.

Responsibilities:

• 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, and unified communication services.
• Maintain 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 internal 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.
• Perform advanced system and hardware configuration and installation of related equipment including media gateways, telephones, and safety devices.
• Develop and document standards, processes, and configurations.
• Perform quality assurance testing.
• Work 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 the 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 Incident Management and Change Management processes.

Nice to Have:

• Experience designing, implementing, and supporting enterprise cloud-based telephony solutions, including migration from on-premises telephony platforms to cloud-based services.

Skills:

• Avaya PBX.
• VoIP.
• Unified Communications.
• SIP.
• RTP.
• QoS.
• Dial Plans.
• Call Routing.
• Voice Gateway.
• E911.
• SBC.
• PSTN Integration.
• Systems Administration.

Qualification And Education:

• Bachelor's degree or equivalent work experience.
• Strong verbal and written communication skills.
• Ability to communicate effectively with stakeholders.
• 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.