Telecommunications Engineer/Analyst - Senior

United States, North America
Jun 20, 2014
About The Unit:

Unit Job Summary: Telecommunications Engineer/Analyst - Senior: Responsible for complex engineering and analytical tasks for the design, implementation and service delivery of all voice and video technology products and service including network design with redundancy, Unified Communications design, engineering and implementation and Tier 3 operations and applications support requiring regular communication with vendor support teams. Essential Functions: Lead engineering design discussions with ITS and vendor teams to develop voice and video technology solutions to deliver client applications and meet service delivery operational goals. Develop and maintain voice networking designs and documentation for implementation and ongoing support. Fulfills the implementation of approved design including the installation of Unified Communications infrastructure, application services and participates in the testing of LAN switches and WAN routers to process calls to complete the design and implementation. Develops test plans and completes pre-production testing of applications and release levels. Fulfills all product upgrades in coordination with ITS teams and vendors. Monitors the Unified Communications Voice Network using alert notifications; isolates and resolves errors, escalates performance issues to vendor as needed; implements and oversees approved course of action. Fulfills Tier 3 application, network and product support for Unified Communications voice network including Change Management, Escalations and Service Delivery procedures. Attends product, technology and vendor workshops, review professional publications, attend approved training to further career or necessary skills. Other duties as assigned.

Unit Education: Cisco Unified Communications Call Manager 6.0 minimum release, advanced configuration required. Cisco Unity Connection 8.0 minimum release required. Cisco Unified Contact Center Express 8.0 minimum, advanced configuration required. Cisco CCNP: Voice Training or Certification required. BS in Telecommunications and Voice Network services preferred.

Unit Experience: Minimum 6 years of experience in utilizing Cisco Unified Communications Call Manager and related technologies to deliver voice business applications required. Minimum of 8 years of experience in fulfilling voice applications support and service delivery in trouble-shooting or revising voice business applications required. Minimum of 8 year of experience in delivering Call Center applications using voice technologies solutions required. Minimum of 8 years of voice networking implementation or support experience required. Minimum 3 years of project management experience preferred. SIP Trunking or Internet services implementation and support experience preferred. Experience in using Service Now or similar service management system preferred. Introduction to Project Management Framework preferred. Wired and Wireless Data networks preferred.

Unit Job Function Competencies: Proficiency in Cisco Unified Communications Call manager and dependent technologies to deliver creative solutions required. Ability to manage competing priorities in a complex environment required. Ability to build strong and sustainable relationships and to interact with all levels of the organization required. Skilled in time prioritization and task management; ability to self manage and work independently required. Effective communication and documentation skills to share technology information for the effective support of the business applications required. Works well under pressure and handles stress required. Solid working knowledge of Project Management best practices in establishing plans and meeting deadlines required. Ability to guide and direct peers and team members in meeting critical service dates or project tasks preferred. Ability to negotiate dates or requirements to meet technology and business objectives preferred. Knowledge of ITIL methodology, incident and request management processes preferred.