Job Description

DAILY DUTIES / 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. Responsible for maintaining 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 Division of Information Technology 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. Includes advanced system and hardware configuration and installation of related equipment including media gateways, telephones, and safety devices. Develops and documents standards, processes, and configurations. Perform quality assurance testing. Works 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 Division of Information Technology 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 Division of Information Technology Incident Management and Change Management processes.

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Telephony Engineer

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