Network Engineer – Project Lead (Telephony Engineer)

Project Overview

The Telephony Engineer / Project Lead will provide
advanced operational, engineering, administration, and project leadership
support for the University of South Carolina’s enterprise telephony and unified
communications environment. The role is responsible for maintaining reliable
voice services, supporting day-to-day telephony operations, resolving complex
incidents, leading technical initiatives, and improving the performance,
resiliency, and efficiency of enterprise voice systems.

Duties/Responsibilities:

• Provide
  operational and advanced telephony administration, including move, add,
  change, and disconnect requests for voice, voicemail, conference services,
  safety devices, telephone IVR, vectoring, call center, and unified
  communication services.
  
• Maintain
  accurate 911 location information and provide professional customer
  service and support.
  
• Create
  and maintain detailed technical documentation, technical notes, and
  knowledge base articles for internal and customer use.
  
• Use
  Division of Information Technology systems to track work performed and
  labor hours.
  
• Provide
  advanced technical support for projects and lead tasks required to
  maintain enterprise telephony network systems.
  
• Research,
  design, maintain, and implement improvements to the enterprise telephony
  network.
  
• Configure
  and install telephony systems, hardware, media gateways, telephones, and
  safety devices.
  
• Develop
  and document technical standards, processes, and system configurations,
  and perform quality assurance testing.
  
• Work
  with vendors to provision new circuits and resolve outages.
  
• Analyze
  and evaluate vector routing, ARS routing tables, and route patterns, and
  diagnose and resolve related issues.
  
• Survey
  existing telephone systems and recommend appropriate technologies to
  address specific requirements.
  
• Provide
  technical recommendations for the strategic direction of enterprise
  telephony services and serve as the primary escalation point for technical
  work.
  
• Provide
  operational and engineer-level support for enterprise telephony networks
  and unified communications and resolve customer incident tickets.
  
• Coordinate
  multi-team efforts to resolve outages and perform advanced maintenance and
  repair of telephony and unified communications systems.
  
• Identify
  opportunities for automation and work with the Division of Information
  Technology Automation team to streamline operational processes.
  
• Collaborate
  with team members, other groups, and vendors to improve service quality,
  efficiency, resiliency, and reduce outage time.
  
• Monitor
  telephony and network systems to proactively identify and resolve problems
  and ensure maximum uptime.
  
• Maintain
  accurate system documentation and system diagrams as enhancements and
  changes are implemented.
  
• Follow
  Division of Information Technology Incident Management and Change
  Management processes.
  

Requirements

Education and Certifications:

• Bachelor’s
  degree or equivalent work experience.
  

Required Skills:

• 2+ years
  of experience with Avaya on-premises 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.
  

Preferred Skills:

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

Additional Skills:

• Moderately
  complex to complex knowledge of telephone network services and telephone
  network design methods.
  
• Ability
  to present technical and non-technical reports clearly and concisely.
  
• Ability
  to establish effective working relationships with vendors, management
  staff, and users.
  
• Advanced
  knowledge of systems administration techniques and tools.
  
• Strong
  interpersonal and communication skills, with the ability to manage
  multiple, shifting priorities.
  

Benefits