Role Summary:
The Senior VoIP Engineer provides Tier III/IV level support for the Unified Communications (UC) and VoIP infrastructure. This role is responsible for the design, deployment, configuration, maintenance, and troubleshooting of enterprise-class VoIP systems providing telephony, automated call trees, overhead paging, 911 services, and SIP Trunk integration with other critical systems across multiple buildings composing a large Medical Treatment Facility (MTF). The engineer ensures all voice communications systems adhere to Department of Defense (DoD) Security Technical Implementation Guides (STIGS) and maintain high availability to support critical communication requirements in a Level 1 trauma center serving the city of San Antonio, and Military patients and families.
Specific Duties:
System Engineering & Design: Architect and engineer enterprise VoIP and Unified Communications solutions (e.g., Cisco Unified Communication Manager (CUCM), Cisco Unified Contact Center Express (UCCX), voice gateways, analog gateways for the MTF phone system. Design complex dial plans, partitions, Calling Search Spaces (CSS), translation patterns, and route patterns.
Implementation and Migration: Lead site surveys, capacity planning, end user requirement analysis, and the physical/logical deployment of VoIP hardware and software. Migrate legacy TDM/PBX systems to modern VoIP architecture.
Operations and Maintenance: Perform routine patching, upgrades, and configuration modifications on Cisco Unified Border Element (CUBE), SIP Trunks, H.323/MGCP Gateways, session border controllers (SBCssss), Survivable Remote Site Telephony (SRST), and network configurations (QoS, trunking, Vlans, interfaces, 802.1X) to ensure continuous service availability. Configure, and optimize complex dial plans, partitions, Calling Search Spaces (CSS), translation patterns, and route patterns. Manage DID ranges, E.164 global dial plans, and emergency routing protocols. Maintain device pools, region parameters, and codec preferences.
Troubleshoot and Support: Serve as a primary escalation point for complex voice network issues. Analyze packet captures and SIP signaling to resolve jitter, latency, and call routing failures. Analyze performance on the network for non-VoIP related traffic as required.
Security & Compliance: Plan and execute major system upgrades, patches, firmware updates, and database replication health checks across the publisher and subscriber nodes. Implement DoD STIGSs for all voice network appliances and network equipment. Support Risk Management Framework (RMF) accreditation efforts by providing necessary diagrams and artifacts.
Documentation & Mentorship: Maintain accurate network topology diagrams, standard operating procedures (SOPs), and dial plan documentation. Make available to other VoIP support staff and mentor less experienced staff to build a strong team.